Senior Manager, Delivery Operations

Gopuff’s mission is to make daily life effortless. We want to be the go-to solution for immediate, everyday shopping needs. Whether you’re shopping for grocery, home, baby or pet essentials, we want your experience to be shockingly fast, frictionless and unmatched. Gopuff has a network of small warehouses, called micro-fulfillment centers, in hundreds of cities and towns across the U.S and UK. We store about 3,000 products in each micro-fulfillment center, so when you order, your stuff comes directly from us to you. We don’t charge crazy surge pricing because we’re not a courier service, and because we’re delivering directly instead of picking it up from the store, we deliver fast. Our motto is: “Order in seconds, delivered in minutes.” 
Our delivery operations team manages our last mile delivery network of independent contract Delivery Partners. Delivery Partners are a crucial piece of Gopuff’s story and play an extremely valuable role as our key physical connection point to the end customer, creating the magical experience that is Gopuff every day. We are a centralized team managing everything from new Delivery Partner growth, lifecycle experience, marketplace balance, compliance, customer service, communications, product strategy and anything else that touches our Delivery Partners. Our team is proud to build the operations, process, technology, support and overall infrastructure that allows them to be successful
The Sr. Manager Delivery Operations will join as a key member of our Delivery Operations team, serving as key member of our leadership team, owning strategic initiatives from conception to execution, and implementing scalable solutions to ensure a world-class operation. You will use data driven decision making and sound business judgment to build new programs, revolutionize existing ones, and drive better customer experience and business economics. You will be a world-class cross-functional partner, partnering with other central business units, warehouse teams, and product & technology teams to level-up the business and solve problems in the best way possible. Additionally, you will help to develop other members of the team, using your experience and leadership skills to push our entire team to surpass expectations. As a member of the Delivery Operations team, you’ll have an inherent bias towards action, ability to bring stakeholders together and drive positive outcomes to the business. 
As a senior leader on this team you will report to the Director of Delivery Operations and help steer the entire organization while owning your own programs and initiatives.  You and your team will be working in partnership with multiple cross functional teams to build the best customer experience possible. You will build and lead a team of managers, leads and specialists with backgrounds in operations, driver operations, warehousing, analytics so that the team can successfully implement programs and initiatives that create great service. You will work closely with our product and engineering teams to build tools that help us improve both the delivery partner and customer experience, Marketing and Growth Team to build delivery partner centric campaigns to help us build both our customer and driver base, and our Legal Team to ensure we are operating in a compliant manner at all times.

You Will

• As a senior leader on this team you will report to the Director of Delivery Operations and help steer the entire organization while owning your own programs and initiatives.  You and your team will be working in partnership with multiple cross functional teams to build the best customer experience possible. You will build and lead a team of managers, leads and specialists with backgrounds in operations, driver operations, warehousing, analytics so that the team can successfully implement programs and initiatives that create great service. You will work closely with our product and engineering teams to build tools that help us improve both the delivery partner and customer experience, Marketing and Growth Team to build delivery partner centric campaigns to help us build both our customer and driver base, and our Legal Team to ensure we are operating in a compliant manner at all times.

You Have

• 5+ years people management experience. Ability to hire, develop and build a high performance team following your vision.  Able to dive deep into the weeds of a problem with your team to help find the best outcome.
• Direct creative thinking and problem solving experience. Ability to think outside the box, look elsewhere from industry norms for answers and quickly try new things not before seen in the gig economy driver space.
• Comfortable visualizing data, diagnosing friction points and executing solutions to improve the delivery partner and customer experience. 
• Process design expert. Ability to build deceptively simple internal and external proces