Assistant Operations Manager

About the Role

We are seeking an experienced and results-driven Assistant Operations Manager to oversee the end-to-end operations of our growing laundry and shoe care company. The successful candidate will be responsible for managing drivers, vendors, customer service, fleet, logistics, and business development, ensuring seamless operations and exceptional customer experiences.

Key ResponsibilitiesTeam & Driver Management

• Supervise all company drivers, ensuring professionalism, punctuality, and adherence to company standards.
• Manage scheduling and route planning for efficiency.
• Conduct driver training on safety, service, and customer care.
• Ensure vehicles are clean, fuelled, and ready for daily operations.

Fleet Management

• Oversee maintenance and operational readiness of the company’s vehicle fleet.
• Coordinate regular servicing, inspections, and repairs.
• Ensure vehicle documents, insurance, and registration are always valid.

Vendor & Quality Control

• Manage relationships with dry-cleaning factories, shoe repair providers, and other vendors.
• Monitor service quality daily and resolve disputes with clients or vendors.
• Implement and audit SOPs to ensure consistent quality.
• Track client items carefully from collection to return.

Payments & Timely Service

• Ensure on-time collection and processing of client payments.
• Monitor driver schedules for timely collections and deliveries.
• Maintain accountability of all transactions in the company system.
• Apply corrective measures for repeated delays.

Customer Service & Support

• Oversee client communication via customer support systems (e.g., Zendesk).
• Ensure professional, courteous, and timely responses to inquiries.
• Investigate complaints, resolve issues, and implement service recovery strategies.
• Monitor KPIs such as resolution time and customer satisfaction scores.

Supplies & Logistics

• Manage procurement and stock of operational supplies (bags, hangers, stickers, consumables).
• Negotiate with suppliers for cost efficiency while maintaining quality.

Sales & Partnership Management

• Build and manage B2B partnerships with hotels, residences, offices, gyms, and holiday homes.
• Develop and grow corporate accounts for bulk/recurring services.
• Negotiate and secure exclusive partnership agreements.
• Collaborate with marketing to create B2B packages and loyalty programs.

Marketing & Outreach

• Identify and manage advertising channels across hotels, communities, and digital platforms.
• Coordinate with marketing teams on campaigns, promotions, and events.
• Develop brand collaborations, community activations, and referral campaigns.
• Track ROI on marketing initiatives and adjust strategy.

Business Operations & Strategy

• Oversee daily operations across all departments (drivers, vendors, logistics, customer service).
• Implement KPIs for efficiency and customer satisfaction.
• Prepare and present operational reports to senior management.
• Drive process improvements and ensure compliance with company policies and local regulations.
• Support HR with recruitment, training, and performance reviews.

Growth & Innovation

• Identify new revenue streams (e.g., premium services, express delivery, subscription models).
• Develop loyalty and referral programs to increase retention.
• Analyse competitor activity and market trends.
• Collaborate with the tech team to enhance app/system features.
• Lead pilot projects for new services and expansion opportunities.

Requirements

• Proven experience as an Operations Manager, ideally in logistics, hospitality, or service industries.
• Strong leadership and team management skills.
• Excellent organisational and problem-solving abilities.
• Strong vendor management and negotiation skills.
• Proficiency with customer service platforms (e.g., Zendesk) and operational systems.
• Ability to manage budgets, reporting, and performance KPIs.
• Strong communication and interpersonal skills.
• Bachelor’s degree in Business Administration, Operations, or a related field preferred.

What We Offer

• Competitive salary and performance-based incentives.
• Opportunities for professional growth in a fast-expanding company.
• Dynamic work environment with a supportive leadership team.
• Exposure to both B2C and B2B markets with room to innovate and shape company strategy.

How to Apply: Please submit your CV along with a cover letter outlining your relevant experience and why you are the right fit for this role.

Job Type: Full-time