Operations Manager (E-commerce and Customer Experience)

About the RoleWe are a growing e-commerce business in the premium garden furniture and outdoor living space, looking for a hands-on Operations Manager to take full ownership of day-to-day operations.This is not a maintenance role.You will be responsible for ensuring the business runs smoothly across customer support, order fulfilment, delivery, and installation. The goal is simple: efficient operations, no backlog, and a strong customer experience.Key ResponsibilitiesOversee and manage end-to-end operations, including:Customer support (calls, email, live chat)Order processing and adminDelivery and installation coordinationEnsure no backlog across all communication channelsHandle escalations and resolve complex customer issuesWork closely with warehouse, delivery, and installation partnersIdentify operational gaps and implement practical improvementsBuild systems and processes to improve efficiencyManage and hold a team of 10-12 staff accountableReport directly to the ownerWhat We''re Looking ForWe are looking for a strong operator, not just a manager.You should be able to demonstrate:Experience taking ownership of operations or a customer-facing functionA track record of improving processes, fixing problems, and increasing efficiencyAbility to manage and structure a team to deliver consistent performanceConfidence in making decisions and handling escalations independentlyA practical, hands-on approach to solving operational issuesPreferred ExperienceE-commerce or retail ..... full job details .....