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Global Operations Manager
2 weeks ago
Role OverviewWe are seeking a Global Operations Manager who thrives at the intersection of logistics, technology, and customer experience. This role will own end-to-end global operations, from setting up 3PL partnerships and last-mile delivery networks across key geographies, to implementing scalable dispatch processes and leading customer service excellence.You will be hands-on — solving daily operational hiccups — while also strategic, making cost-optimised decisions about warehouse locations, delivery partners, and technology implementation. Success in this role means our customers receive their orders on time, at the lowest possible cost, and leave rave reviews about their Lifely experience.Key Responsibilities Global Logistics & FulfilmentSet up and manage 3PL partnerships across Australia, UK, US, Canada, and Singapore.Establish last-mile delivery networks in each market, ensuring competitive pricing and strong SLAs.Continuously benchmark and optimize fulfilment costs, e.g., Sydney vs Melbourne warehouse, West Coast vs East Coast US hubs.Negotiate contracts with logistics providers to secure flexibility, scalability, and cost effectiveness. Order & Dispatch SystemsDesign and implement a robust order dispatch process system that scales globally.Ensure seamless integration between 3PLs, Shopify, and customer service.Build operational dashboards to monitor delivery times, order accuracy, and logistics KPIs. Customer Service & ExperienceLead and grow the customer service team (currently remote/hybrid).Implement AI-driven solutions for customer service (chatbots, ticket routing, predictive analytics).Own accountability for customer reviews (Trustpilot, Google, Meta, etc.) — drive continuous improvements to NPS and CSAT.Set up escalation protocols for order issues, refunds, and damaged deliveries. Daily OperationsBe the first line of defense for operational hiccups — from container delays to dispatch bottlenecks.Collaborate with supply chain, marketing, and product teams to keep launches on track.Build playbooks and SOPs for recurring operational processes.What Success Looks Like (12–18 Months)3PLs fully established and running in AU, UK, US, CA, SG.Optimized fulfilment network delivering 20–30% cost savings through smarter warehouse location and carrier selection.Dispatch system standardized across markets,
