Full job descriptionAbout the Role
We are a growing e-commerce business in the premium garden furniture and outdoor living space, looking for a hands-on Operations Manager to take full ownership of day-to-day operations.
This is not a maintenance role.
You will be responsible for ensuring the business runs smoothly across customer support, order fulfilment, delivery, and installation. The goal is simple: efficient operations, no backlog, and a strong customer experience.
Key Responsibilities
*Oversee and manage end-to-end operations, including:
*Customer support (calls, email, live chat)
*Order processing and admin
*Delivery and installation coordination
*Ensure no backlog across all communication channels
*Handle escalations and resolve complex customer issues
*Work closely with warehouse, delivery, and installation partners
*Identify operational gaps and implement practical improvements
*Build systems and processes to improve efficiency
*Manage and hold a team of 10–12 staff accountable
*Report directly to the owner
What We’re Looking For
We are looking for a strong operator, not just a manager.
You should be able to demonstrate:
*Experience taking ownership of operations or a customer-facing function
*A track record of improving processes, fixing problems, and increasing efficiency
*Ability to manage and structure a team to deliver consistent performance
*Confidence in making decisions and handling escalations independently
*A practical, hands-on approach to solving operational issues
Preferred Experience
*E-commerce or retail environment
*Logistics, delivery, or installation-based operations
*Experience implementing systems (CRM, workflows, or operational processes)
What Success Looks Like
*Operations run smoothly without constant owner involvement
*No backlog of customer queries
*Team is structured, accountable, and performing well
*Customer experience improves (CSAT, response times, reviews)
Job Types: Full-time, Permanent
Benefits:


*Casual dress
*Free parking
*On-site parking


Work Location: In person