RTO Operations Manager

Role Overview

An on-demand courier service is seeking an RTO Operations Manager to lead the teams and workflows that support orders placed through its mobile app. You will oversee service performance, coach Team Leaders, and ensure sensitive operational work is handled consistently and responsibly, helping the business deliver a reliable customer experience as demand changes.

Key Responsibilities

• Own service-level and KPI performance across operational queues, using live and historical data to spot emerging issues and coordinate timely corrective action.
• Work with Workforce Management on shift coverage, scheduling, and effective use of team capacity.
• Lead daily, weekly, and monthly performance reviews, ensuring reports are accurate and discussions lead to clear actions.
• Manage and develop Team Leaders through regular coaching, one-to-ones, performance reviews, and tailored development plans.
• Maintain oversight of sensitive workflows, ensuring teams follow required procedures for data handling, escalations, exceptions, and compliance.
• Review processes and quality outcomes, then lead improvements from root-cause analysis through implementation and follow-up measurement.
• Maintain clear, current standard operating procedures and ensure Team Leaders are prepared to apply them.
• Present operational performance, workforce, quality, and risk insights to senior leaders, while coordinating with Support, Quality, Training, HR, and WFM.

Requirements & Qualifications

• At least three years of experience in operations management or senior team leadership, preferably in a contact centre, BPO, or service delivery setting.
• Experience managing Team Leaders and improving results through the performance and development of others.
• A record of meeting SLA and KPI targets in a high-volume, time-sensitive operation.
• Experience overseeing sensitive, complex, or regulated workflows with sound judgment and discretion.
• Strong data skills, including interpreting dashboards, investigating root causes, and presenting operational findings to senior stakeholders.
• Clear written and verbal communication, with the ability to tailor information for leadership, peers, and frontline teams.
• Familiarity with workforce management systems or scheduling platforms; exposure to quality assurance or compliance frameworks is also valuable.
• A degree in Business Administration, Operations Management, or a related subject, or equivalent professional experience.
• Six Sigma, PRINCE2, or a comparable process-improvement qualification is an advantage.