Head of Live Operations Operations Full Time London

Head of Live Operations TL: DR Salary: £60K-£80K Location: Hybrid role, two days based inour Hammersmith, London office Introduction Modern Milkman is more than just a milk delivery service - we're a movement. We're committed to reducing waste, supporting local farmers, and delivering fresh, sustainable products right to our customers' doors Our goal is to make the home sustainable, and, to date, we've prevented over 100 million plastic bottles from polluting the planet. Not bad for a business that started as four friends from Lancashire delivering milk from a beat-up truck! To do this, we offer our customers the ability to make more planet-positive shopping habits one small, simple and very convenient step at a time. Team and operation The Live-Ops team is a critical component of the broader Operations department, responsible for the real-time management and optimization of the supply chain. This team ensures that every aspect of the process, from supplier deliveries to final customer fulfilment, is executed flawlessly focusing on the best 'on time in full,' and lowest cost to serve. Leading the Live-Ops team, the Head of Live-Ops oversees the Supply Operations and Fulfilment Operations teams, working closely with other department heads to align operational activities with the company's strategic goals. This role is essential in driving continuous improvement, enabling the business to scale effectively while maintaining high levels of customer satisfaction and profitability. The operation consists of 15 micro-fulfilment centers all around the UK. We have hubs, as far north as Newcastle and as far south as Southampton.With around 40 suppliers and over 150 SKU's in the range, both chilled and ambient. We operate six nights a week through a network of delivery partners. Day to day responsibilities: Lead and Develop the Live-Ops Strategy

• Create and implement a comprehensive strategy for Live-Ops, aligning with the company's growth objectives
• Drive strategic initiatives focused on improving OTIFIQ, operational productivity, and profitability
• Collaborate with senior leadership to align Live-Ops activities with overall business goals

Head of Live Operations

Department: Operations

Type: Full Time

Location: London

Head of Live Operations TL: DR Salary: £60K-£80K Location: Hybrid role, two days based inour Hammersmith, London office Introduction Modern Milkman is more than just a milk delivery service - we're a movement. We're committed to reducing waste, supporting local farmers, and delivering fresh, sustainable products right to our customers' doors Our goal is to make the home sustainable, and, to date, we've prevented over 100 million plastic bottles from polluting the planet. Not bad for a business that started as four friends from Lancashire delivering milk from a beat-up truck! To do this, we offer our customers the ability to make more planet-positive shopping habits one small, simple and very convenient step at a time. Team and operation The Live-Ops team is a critical component of the broader Operations department, responsible for the real-time management and optimization of the supply chain. This team ensures that every aspect of the process, from supplier deliveries to final customer fulfilment, is executed flawlessly focusing on the best 'on time in full,' and lowest cost to serve. Leading the Live-Ops team, the Head of Live-Ops oversees the Supply Operations and Fulfilment Operations teams, working closely with other department heads to align operational activities with the company's strategic goals. This role is essential in driving continuous improvement, enabling the business to scale effectively while maintaining high levels of customer satisfaction and profitability. The operation consists of 15 micro-fulfilment centers all around the UK. We have hubs, as far north as Newcastle and as far south as Southampton.With around 40 suppliers and over 150 SKU's in the range, both chilled and ambient. We operate six nights a week through a network of delivery partners. Day to day responsibilities: Lead and Develop the Live-Ops Strategy

• Create and implement a comprehensive strategy for Live-Ops, aligning with the company's growth objectives
• Drive strategic initiatives focused on improving OTIFIQ, operational productivity, and profitability
• Collaborate with senior leadership to align Live-Ops activities with overall business goals

Oversee Supply and Fulfilment Operations

• Manage the Supply Operations Manager and Fulfilment Operations Manager, ensuring that all teams are performing at a high level
• Monitor and optimise the entire supply chain, from supplier to customer doorstep
• Lead efforts to improve fulfilment processes, ensuring efficient and cost-effective operations

Drive Stakeholder Accountability

• Hold suppliers and DSPs accountable for their performance, ensuring that they meet the company's high standards for delivery and service quality
• Establish clear performance metrics and conduct regular reviews to ensure compliance
• Address any performance issues promptly, implementing improvement plans as needed

Collaborate with Ops-Tech for Operational Transformation

• Work closely with the Ops-Tech to leverage technology in optimising Live-Ops processes
• Lead the implementation of new systems and tools that enhance operational efficiency and scalability
• Focus on automating routine tasks, improving data analytics for decision-making, and implementing tools that enhance the real-time management of the supply chain, driving continuous improvement

Optimise Cost to Serve

• Own, monitor and report cost to serve metrics, ensuring that the company remains profitable as it scales
• Identify opportunities to reduce operational costs across the supply chain, including supplier management, route productivity, and fulfilment efficiency
• Lead efforts to streamline fulfilment operations, enhance driver retention and efficiency with the goal to increase throughput and reduce bottlenecks, ultimately improving the overall productivity of the Live-Ops teams

Enable Growth

• Lead the operational planning and execution for entering new territories, ensuring that Live-Ops processes are scalable and effective
• Collaborate with commercial teams to explore and enable new revenue opportunities
• Ensure that operational strategies support the company's expansion goals

Requirements Essential Technical Skills

• 3-4 years in operational execution, in Supply, FMCG, Food related businesses.
• Expertise in supply chain management and optimization, with a focus on real-time operations
• Strong strategic planning skills, with the ability to lead large-scale process improvements and operational changes
• Experience building strong relationships with suppliers, negotiate favourable terms, and manage commercial relationships to support operational goals
• Proficiency in logistics and fulfilment operations, including supplier, 3PL and DSP management
• Experience in cost optimisation and profitability improvement within a complex operational environment
• Ability to leverage technology and data analytics to drive operational efficiency and innovation

Competencies and behaviours

• Strategic thinker with the ability to translate company goals into actionable operational strategies
• Strong leadership skills, capable of managing and motivating cross-functional teams
• Proactive problem-solver who can identify and address operational challenges before they impact performance
• Excellent communication and collaboration skills, with a focus on stakeholder accountability
• Resilience and adaptability in a fast-paced, dynamic environment, with a focus on continuous improvement
• Passion for sustainability and making a difference
• Proactive and action-oriented with a "get things done" attitude
• Commitment to simplicity and efficiency
• Growth mindset: most of what we do is new, and we test and learn fast

It might not suit you if .

• If you are looking for a routine or fixed schedule. We are a nighttime operation and as a team we are often required to jump in and help where needed. You must be comfortable travelling around our hubs.
• Don't enjoy cross functional collaboration.
• Want to be purely strategic and stay working behind a desk

Interview Process: We try to complete our hiring process within 2-3 weeks. This is typically what it looks like Apply by submitting your CV to

• Initial phone call covering your CV and experience with our People & Culture Team - 45 mins
• Technical interview and visit to one of our hubs: Joaquin Albert, Operations Director (2hrs)
• Wider Stakeholder Interview: 1hr.
• Final interview with Simon CEO and Lu People & Culture Director. (1hr)

We strongly encourage candidates of all different backgrounds and identities to apply. Benefits

• 25 days holiday, 8 bank holidays. Plus, your birthday off too!
• Up to 6% matched company pension.
• Access to thanksBen, for a range of core & flexible benefits
• Employee discount off Modern Milkman products
• Enhanced parental leave & pay
• Life Insurance
• Cycle to work scheme & Octopus EV salary sacrifice
• In-person company events
• £300 working from home set up + plus company laptop
• £300 L&D budget per annum
• £300 well-being budget per annum
• Up to 4 weeks working abroad
• 2x volunteering days and team volunteering days