Pingo Senior Operations Manager

About the role

The purpose of the Senior Operations Manager Pingo is responsible for driving national operational performance, governance, compliance, and execution across the last-mile delivery network through a matrix operating model. Consolidate regional operational performance, identifies systemic risks and opportunities, drives accountability for operational outcomes, and ensures consistent execution of delivery, driver network, and compliance standards across the business. Through structured governance, performance management, and stakeholder influence, the incumbent enables scalable, efficient, and compliant network operations that support customer experience and business growth.

What you'll do

Operational Governance & Alignment

Drive alignment and consistency of operational execution across Regional Operations teams through a national operating model.

Establish and maintain national operational governance standards, controls, and performance management frameworks.

Facilitate cross-regional accountability for delivery, compliance, driver network health, and operational KPIs.

Create visibility of operational performance through structured reviews, escalations, and action tracking.

Align regional execution with strategic business priorities and operating principles.

Network Planning & Readiness

Support demand forecasting and capacity planning across regions.

Ensure operational readiness for peak trading periods, promotional campaigns, seasonal demand, and network expansion.

Partner with planning and commercial teams to align operational capacity with projected business growth.

Drive contingency planning and operational resilience initiatives.

Driver Network Compliance, Governance & Capacity Management

Drive compliance to contractor, driver, safety, licensing, training, and operational standards across all regions.

Monitor compliance performance and ensure timely remediation of non-compliant drivers, suppliers, and operational processes.

Ensure adherence to company policies, regulatory requirements, and audit standards.

Maintain visibility of compliance risks and coordinate resolution through regional operational teams.

Support internal audits, investigations, and governance reviews.

Ensure sufficient driver capacity to meet customer demand and business growth requirements.

Drive driver productivity, utilisation, availability, and service performance.

Partner with operational teams to optimise driver deployment and delivery efficiency.

Identify and address capacity constraints across regions and delivery zones.

Driver Network Health

Maintain oversight of recruitment, onboarding, activation, retention, engagement, and performance of driver networks.

Identify emerging risks impacting network stability and driver supply.

Drive initiatives aimed at improving driver retention, attendance, compliance, and service quality.

Monitor regional driver mix and network readiness for future demand growth.

Last-Mile Delivery Management

Oversee the end-to-end delivery journey from order assignment to successful customer delivery.

Drive delivery performance against agreed service levels and customer commitments.

Monitor delivery volumes, capacity, utilisation, and operational efficiency.

Resolve delivery-related operational challenges and drive sustainable solutions.

Operational Cadence Management

Lead national operational review forums and performance governance meetings.

Maintain a structured operating rhythm across regions including KPI reviews, compliance reviews, and action tracking sessions.

Ensure operational decisions, commitments, risks, and actions are documented and followed through to completion.

Performance Intervention & Recovery

Drive resolution of persistent operational underperformance through structured intervention plans.

Facilitate root cause analysis across regions and ensure sustainable corrective actions are implemented.

Track execution of improvement initiatives and hold stakeholders accountable for delivery commitments.

Drive resolution of persistent operational underperformance through structured intervention plans.

Facilitate root cause analysis across regions and ensure sustainable corrective actions are implemented.

Track execution of improvement initiatives and hold stakeholders accountable for delivery commitments.

Continuous Improvement

Drive operational excellence initiatives across the delivery network.

Identify opportunities to improve productivity, efficiency, scalability, and customer experience.

Support process optimisation, automation, and technology-enabled improvements.

Embed best practices and standard operating procedures across all regions.

Stakeholder Management

Build and maintain effective relationships with internal and external stakeholders.

Collaborate with Digital Commerce Operations, Logistics, Technology, Planning, Customer Support, Finance, and HR teams.

Support the delivery of strategic initiatives and operational projects.

Provide operational input into delivery solutions, network expansion, and service improvements.

Influence Regional and Area Operations teams to deliver consistent performance against national objectives.

Drive accountability through operational governance, performance transparency, and effective stakeholder engagement.

Facilitate collaboration and knowledge-sharing across regions.

Support capability development through best practice sharing, and operational guidance.

People Leadership

Lead, coach, and hold Regional Operations Managers, Area Managers, and operational leadership teams accountable for consistent execution and delivery performance.

Drive accountability, performance management, and talent development.

Foster a high-performance culture focused on customer service, operational excellence, and continuous improvement.

Support succession planning and capability development.

What you'll bring

Degree in Operations Management, Supply Chain, Logistics, Business Management, or a related field – (essential).

+7 years' experience in operations management within logistics, last-mile delivery, eCommerce, digital commerce, or a high-volume operational environment – (essential).

Proven experience leading geographically dispersed teams – (essential).

Experience managing operational performance through multiple levels of leadership – (essential).

Strong track record in KPI management, operational planning, and continuous improvement – (essential).

Experience in delivery network, driver operations, or logistics operations – (preferred).

Key Competencies and Work Ethic

Operational Leadership - Serves as the senior operational lead supporting the Head of Operations, providing national direction, execution oversight, and front-end operational control across the Pingo delivery network.

Leadership Through Regional Teams - Leads through Regional Operations Managers and Area Operations teams by setting clear expectations, strengthening accountability, coaching operational leaders, and ensuring disciplined execution.

Front-End Execution Excellence - Drives the daily and weekly operational rhythm across the national network, using performance data, service measures, and execution reviews to address issues quickly and improve outcomes.

Planning and Resource Optimisation - Aligns operational resources, workforce capacity, and network requirements to meet demand efficiently and support business growth.

Continuous Improvement - Identifies opportunities to improve efficiency, simplify processes, eliminate waste, and embed consistent ways of working across the operation.

Analytical Thinking and Problem Solving - Analyses information, identifies root causes, evaluates alternatives, and implements practical solutions to resolve challenges and improve performance.

Collaboration and Influencing - Builds strong relationships across functions and partners to enable alignment, effective decision-making, and successful execution of shared obj