Ops Manager - South Coast (Bristol)

About HIVED

At HIVED, we're steamrolling forward as one of Europe's fastest growing startups, and our momentum shows no signs of slowing.

Based in London, we are a climate and logistics start-up building the first sustainable parcel delivery network at scale, powered by a 100% electric fleet. In an ever-growing industry where unreliable service has long been the norm, HIVED has been built from the ground-up to meet the demands of modern consumers and disrupt parcel delivery.

A tech company at heart, our talent and technology is laser-focused on delivering the best possible delivery experience for end-customers and meeting the needs of our retail partners. From our drivers to our data engineers, we are constantly working to improve this customer experience that makes us deliver better.

Already trusted by leading international brands such as John Lewis, Nespresso, Uniqlo, H&M brands and more, we are solidifying our position as the leaders in Europe to tackle this growing market.

Our tight-knit team is made up of ex-Revolut, Bain, HelloFresh, ASOS, Apple and Google employees, and we are backed by some of Europe's leading investors and VCs in climate-tech, logistics and mobility including Planet A Ventures, Maersk Growth, Pale Blue Dot VC, Eka Ventures, NordicNinja VC and the British government. We're passionate about driving innovation and redefining the future of delivery.

Role Overview

The Ops Manager is responsible for site performance during their shift - end-to-end, UTR and OTR.

They oversee all UTR and OTR activity during the day shift. Time will be spent across UTR and OTR activities, from set-off, to managing DSPs and overseeing the on-site HIVED Driver team, managing drivers and monitoring & managing routes. They will also oversee any daytime UTR activities.

They will lead coordinators, maintain safety and standards, manage real-time escalations, and ensure the depot runs optimally from first set-off activity through to area readiness completion.

Accountabilities

• Accountable for all on-road activities, including driver capacity, driver compliance, overall site performance (SLA, Delivery Success)

• Accountable for all in-depot day-to-day and planning activities, including people (labour pool, engagement, leadership succession planning), safety (auditing and near miss/incident reporting), and quality (SLA, set-off/on-time dispatch).

Responsibilities

• Lead shift during rotation - managing Coordinators - to deliver exceptional OTR & UTR day-time performance

• Receive handover from Night Manager, deliver handover.

• Be GM's primary support & deliver strong handovers - bridge any metrics DBR/WBR wise (such as people, safety, quality, cost)

• Lead & inspire, & develop and performance manage, the team on shift rotation

• OTR:

  • DSP management - DSP Capacity, Account management relationships, and performance management

  • HIVED Driver Capacity and pool management (Plan vs Actual)

  • HIVED Driver performance management - incl. attendance/punctuality, reliability (block uptake, no-shows, late starts)

  • Oversees management of driver issues for escalations and approvals, (eg. missed payments, reassignments, abandonments)

  • Legal compliance (hours on road, breaks, safety checks)

• UTR:

  • Managing day activities, e.g. sortation as relevant, preparation for sortation

• Succession planning for week ahead + 6-week glance for their side of the week, & peaks

• Drives continuous improvement initiatives & develops standards and operating procedures

• Maintain safety, standards, and productivity discipline

• Liaise with Fleet procurement to plan vehicle utilisation and capacity.

• Own monthly SAT (standard audit tracker) and the consequent actions

Requirements

• 4-6 years' experience leading fast-paced OTR / dispatch / last-mile operations.

• Strong command of driver operations, route execution, and dispatch accuracy.

• Hands-on shift leadership with ability to manage 30-100+ staff via supervisors. Ability to lead and coach team.

• High urgency, strong communication, strong escalation habits.

• Comfortable solving real-time operational pressure during peak windows.

• Excellent cross-functional stakeholder management skills.

How we reward our team

• Dynamic working environment with a diverse and driven team

• Huge opportunity for learning in a high growth environment, with progression opportunities based on success in the role

• 25 days of holiday allowance plus public holidays

  • if you're on a 4 days on - 4 days off shift pattern, you are entitled to the equivalent of 18 days paid holiday plus public holidays

  • similarly on 4 days on - 3 days off shift pattern, you are entitled to the equivalent of 20 days paid holiday plus public holidays

• 1 Birthday Day Off + 2 Tenure-Based Additional Days Off

• Subsidised Private Medical Insurance including dental, vision & mental health therapy

• Bi-annual performance reviews and tailored development plans

• Annual compensation review

• Team lunch provided once a week

• Quarterly team socials and annual sports day (HIVED Olympics)

• Enhanced maternity/paternity/adoption policy as day 1 right

• Community volunteer days

• Cycle to work scheme

• Dog friendly office and depots

• MacBook Air or Windows Laptop (depending on your preference)

Want to learn more?

• Meet the team in 60 seconds: Behind the scenes with HIVED

• HIVED is B Corporation certified

• We are named as UK StartUp of the Year 2024

• Read how HIVED raised $42M to transform parcel delivery with AI and all-electric logistics network

• Check the Impact Report 2024

• Keep up with HIVED here