Head of Network Operations

About InPost

InPost is a leading player in the business to consumer parcel delivery market. In Poland, they are successfully redesigning the last mile for e-commerce as the market leader. InPost covers the Italian market with a network of 5000 PUDOs (Pick Up and Drop Off points) and 3500 fully automated parcel lockers (that are accessible 24/7) enabling customers to collect, send and return parcels at their earliest convenience. The aim is to continue scaling InPost in the Italian market in a similarly rapid trajectory to that of Integer's Polish home market. We're passionate about our mission and products and our People are the reason we succeed. We're looking for people with drive and curiosity, who will join us in re-writing the norm!

Job Summary

As a Head of Network Operations, you will be a leader and the owner of the Network Operations function of the business. You will utilise your technical knowledge, business acumen, and operational excellence to lead our Network Operations team to proper planning, pro-active monitoring, issue resolutions as well as working closely with our deployment and maintenance providers and customer support team to hit our targets.

Duties and Responsibilities:

Network Expansion

• Optimise the survey-to-deployment process, to bring down the overall time taken from survey completion to deployment, whilst ensuring near 100% first time success rate
• Manage existing relationships with subcontractors to ensure successful surveys and deployments across Italy within our KPIs
• Supply chain management, working on installation and production forecasting, and asset/CAPEX management.

Network Service Operations

• Manage our network service operations team, to deliver consistently high locker uptime, rapid fixes in line operational targets and ensuring the overall locker network is maintained to a high standard.
• Lead teams on root cause analysis and corrective actions in order to meet SLA on new non-operating machines
• Create clear problem statements for escalation of issues to group level as well as driving to point of resolution
• Manage relationships with maintenance contractors to deliver on defined operational network KPIs
• Management of maintenance vendor/supplier as well as spare parts supply chain
• Ensure subcontractor capacity management through forward planning and opportunities to onboard additional providers

Leadership of Operations function

• Day to day line management as well as coaching, mentoring and development of team members
• Execute full end-to-end staffing management, including determining staff requirements
• Contribute to the overall development and success of the business
• Produce and present metrics/relevant reports and data
• Define the requirements of future locker technology in the Italy and working with R&D teams to bring them to reality.

Skills and Requirements:

• +7 years of experience in multifaceted roles
• Able to work quickly and flexibly across roles
• Working knowledge of IT space
• Highly analytical and a data driven mindset
• Previous experience in directing operational experience, specifically where data has been used to build, deliver and optimise operational processes.
• Exceptionally good verbal and written communication skills
• Excellent management skills across cultures and teams
• Experience working within or alongside a customer service facing team would be a plus
• Good experience from the Logistics sector would help the candidate succeed early in the role
• Strong attitude to learn and ability to take on information around technical subject matter is essential

Why Join Us

• You'll be part of a positive, dynamic, and international team
• You'll grow fast - learning about trade marketing, B2B strategy, and customer engagement
• You'll help shape the way people receive parcels across Europe
• Work-life balance (Hybrid working).

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