Lead Customer Operations Manager

Overview

As Lead Customer Operations Manager, you will guide a team of Customer Operations Managers to achieve performance targets while driving transformational change. You’ll partner with stakeholders, coach your team, and ensure safe, timely deliveries. This role sits at the heart of Royal Mail’s shift toward a parcels-focused operation, combining people leadership with process improvements to deliver excellent service. You’ll have visibility across the scorecard metrics and play a key part in shaping the unit’s culture and performance.

Pay / Benefits

• 10% on-target bonus
• generous holiday allowance
• flexible working options
• pension scheme
• enhanced parental leave policy
• health and dental benefits

Responsibilities

• Lead and develop a team of Customer Operations Managers to own the scorecard results and drive improvements
• Produce and manage weekly resourcing plans and ensure timely completion of safety and PIC tasks
• Oversee fleet management and daily delivery operations to ensure smooth performance
• Lead on safety initiatives and ensure unit targets are met through effective coaching and delegation
• Partner with Trade Unions to raise performance standards and coach the team
• Foster an inclusive, engaging work environment and model Royal Mail values
• Deliver consistent, accurate deliveries and uphold customer trust
• Support transformational change initiatives within the unit and across the business

Key requirements

• Experience in customer operations leadership and people management
• Ability to manage under pressure and deliver results
• Strong coaching, influencing, and collaboration skills
• Comfort with resource planning and performance improvement
• Willingness to engage with Trade Unions and drive culture change
• Customer-focused mindset with data-driven approach
• Flexibility to work shifting patterns and seasonal variations

• leadership
• communication
• coaching
• resource planning
• safety management
• performance measurement (scorecard)

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