Senior Manager - Last Mile

Job description

About the Role We are looking for a highly driven Operations Manager to lead the Control Tower function for customer order journeys at The Sleep Company. This role sits at the heart of customer experience, ensuring seamless order execution from order confirmation through final delivery. The ideal candidate is equally comfortable designing scalable processes, managing teams, analyzing data, and rolling up their sleeves to solve day-to-day operational challenges. In a fast-growing startup environment, this role requires both strategic thinking and hands-on execution. Key Responsibilities Order Journey & Control Tower Management \\* Own end-to-end visibility and governance of customer orders across all channels. \\* Lead the Control Tower team to proactively monitor order flow, identify bottlenecks, and drive issue resolution. \\* Ensure adherence to customer delivery commitments and operational SLAs. \\* Drive continuous improvements in order management processes to reduce exceptions and improve customer experience. Last Mile Logistics Management \\* Own post-dispatch operations and last-mile delivery performance. \\* Manage relationships with courier and logistics partners to ensure timely and successful deliveries. \\* Monitor delivery KPIs including SLA adherence, transit times, NDRs, delivery success rates, and customer escalations. \\* Work closely with courier partners to resolve operational issues and improve service levels. \\* Identify opportunities to optimize logistics costs while maintaining customer experience standards. Team Leadership \\* Lead and develop a team of 7–8 members across order management, control tower operations, and logistics coordination. \\* Set performance goals, create accountability, and build a high-performance culture. \\* Coach team members on problem-solving, customer-centricity, and operational excellence. Process Improvement & Strategy \\* Analyze operational data to identify trends, gaps, and opportunities. \\* Design and implement scalable processes, dashboards, and governance mechanisms. \\* Collaborate with Supply Chain, Customer Experience, Technology, Warehousing, and Commercial teams to improve end-to-end operations. \\* Drive automation and system enhancements to improve operational efficiency and visibility. Startup Mindset \\* Take ownership beyond defined responsibilities. \\* Balance leadership responsibilities with hands-on execution when required. \\* Be willing to dive deep into operational issues, troubleshoot exceptions, and personally drive critical outcomes. What We’re Looking For Experience \\* 5–8 years of experience in Operations, Supply Chain, Logistics, Control Tower, Order Management, or Customer Fulfilment roles. \\* Experience managing third-party logistics and courier partners. \\* Prior experience leading teams in a high-growth, fast-paced environment. Skills \\* Strong analytical and problem-solving capabilities. \\* Excellent stakeholder management and communication skills. \\* Ability to work with data, dashboards, and operational metrics. \\* Strong ownership mindset with a bias for action. \\* Comfortable navigating ambiguity and building processes from scratch. Success in This Role Looks Like \\* Industry-leading delivery SLA adherence. \\* High order visibility and proactive issue management. \\* Reduced customer escalations related to fulfilment and delivery. \\* Strong courier partner performance and accountability. \\* A highly engaged, high-performing operations team. \\* Continuous operational improvements that enhance customer experience while improving efficiency.