Operations Manager

Job Summary

The Operations Manager is responsible for overseeing and coordinating the daily operations at Z-Laundry. This role ensures efficient performance across key functions including logistics, order processing, customer service, procurement, and quality assurance. The position plays a critical role in improving processes, maintaining service quality, and supporting the company’s growth strategy.

Key Responsibilities

• Manage daily operations across logistics, order handling, customer support, procurement, quality assurance, and vendor contracting.
• Supervise the Quality Assurance and Fleet Supervisors and provide operational direction to ensure service consistency and efficiency.
• Develop and implement plans to improve operational workflows and reduce costs.
• Support the design and execution of short- and long-term strategies to align with business objectives.
• Monitor performance using KPIs and dashboards; identify issues and lead corrective actions when needed.
• Forecast operational needs and ensure adequate staffing and resources are available.
• Handle negotiations and contracts with third-party logistics providers.
• Ensure high standards of customer service across all operational touchpoints, including delivery and after-sales experience.
• Drive continuous improvement efforts in coordination with cross-functional teams.
• Collaborate with technology and product teams to ensure the operational side of the app functions smoothly and reflects real-time availability and service options.
• Coordinate with the customer service team to address recurring issues, prevent escalations, and maintain high customer satisfaction.
• Oversee supplier and vendor relationships, ensuring timely procurement and inventory readiness for materials (e.g., packaging, detergents).
• Lead the onboarding and training of operational staff, ensuring alignment with company standards and quality expectations.
• Ensure compliance with safety, hygiene, and quality standards across all operational touchpoints.
• Collaborate with the marketing team during campaigns and promotions to ensure operational readiness and fulfillment capacity.
• Support business expansion planning, including assessing new service areas, facility needs, and third-party partnerships.

Qualifications :