Director of Operations

Job Description

Job title: Director of Operations

Level: 8

Reporting into: Chief Executive Officer

About Zapp

Zapp is redefining the future of premium on-demand convenience. We deliver life's essentials - from last-minute needs to little luxuries - in minutes, 24/7, powered by a vertically integrated technology and operations platform.

Behind every order sits a complex orchestration of real-time logistics, intelligent merchandising, and seamless customer experience - all built in-house by a team obsessed with quality, speed, and innovation. Our mission is simple: to make modern life frictionless through technology that anticipates and serves human needs instantly.

Founded in 2020, Zapp has grown to become London's leading premium convenience retail platform, delivering millions of orders, generating >$100m in ARR and and achieving profitability. We partner with some of the world's leading brands to deliver an exclusive range of hand-picked products across central London with 20-30 minute delivery times.

The Role

We're looking for an exceptional operations leader to help shape and scale the next generation of Zapp's operational infrastructure. This is a senior leadership role reporting directly to the Chief Executive Officer, responsible for leading our multi-site fulfilment operations, ensuring operational excellence, and building the systems and teams that will power Zapp's next phase of growth.

You'll oversee day-to-day operations across our network of micro-fulfilment centres and our central distribution centre, leading a team of fulfilment centre managers, supervisors, and associates. This role demands someone who can balance operational rigour with startup agility - implementing world-class processes whilst maintaining the speed and adaptability that defines Zapp.

This is a rare opportunity to influence both the operations and the trajectory of a brand that's building a category-defining experience in premium convenience retail.

What You'll Do

• Fulfilment Centre Operations & Leadership
• • Lead Multi-Site Operations: Oversee daily operations across multiple micro-fulfilment centres and our central distribution centre, ensuring consistent execution of operational standards, service levels, and brand quality across all locations
  • Build High-Performing Teams: Recruit, develop, and manage a team of fulfilment centre managers, supervisors, and associates (more than 150 FTEs), creating a culture of ownership, accountability, and operational excellence
  • Drive Operational Excellence: Monitor and optimise key performance indicators including order accuracy, fulfilment speed, availability, customer satisfaction, labour productivity, and cost per order - implementing corrective actions when needed
  • Scale Operations: Develop and execute strategies to increase operational capacity, improve efficiency, and reduce costs whilst maintaining or improving service quality and delivery times
  • Ensure Safety & Compliance: Maintain rigorous safety standards, implement security protocols, and ensure compliance with all health and safety regulations, employment law, and company policies across all sites
• Inventory & Supply Chain Management
• • Optimise Inventory Operations: Oversee inventory management processes including receiving, put-away, picking, packing, cycle counting, and FIFO rotation to minimise waste and shrinkage whilst preserving product availability
  • Manage Shrink & Waste: Implement and continuously improve inventory control measures to keep waste and shrinkage below target levels, working with Technology and Commercial teams on system improvements
  • Supplier & Distribution Coordination: Work closely with Supply Chain team and the central distribution centre to ensure seamless inbound logistics, quality control, and timely replenishment of fulfilment centres
• Loss Prevention & Asset Protection
• • Develop Loss Prevention Strategy: Design and implement comprehensive strategies to prevent theft, fraud, and operational losses across all fulfilment sites and in-transit inventory
  • Conduct Audits & Investigations: Lead regular security audits, spot-check controls, and incident investigations, providing detailed reports with preventive recommendations to senior leadership
  • Implement Security Technology: Partner with Technology and Product teams to integrate security systems, surveillance technology, and data analytics tools to detect patterns and prevent losses
  • Train & Educate: Create and deliver training programmes on loss prevention, security protocols, and compliance for both internal teams and external logistics partners
• Third-Party Logistics Partner Management
• • Manage Delivery Partnerships: Act as primary operational contact for external delivery and logistics partners, cultivating strong relationships to ensure operational efficiency
  • Drive Partner Performance: Establish, track, and report on KPIs for delivery partners including on-time delivery, order accuracy, customer satisfaction, and cost per delivery - conducting regular business reviews with partners and internal leadership
  • Resolve Operational Issues: Work cross-functionally with Technology and Customer Care to quickly address partner-related issues, optimise handoff processes, and improve the end-to-end customer experience
  • Negotiate & Optimise: Support renegotiation of delivery partner contracts, commission structures, and service level agreements to strengthen unit economics whilst maintaining service quality
  • Manage Claims & Disputes: Oversee refund claims, delivery disputes, and service failures, monitoring approval status and resolution times whilst identifying systemic issues
• Process Improvement & Operational Systems
• • Build Scalable Processes: Design, document, and implement standard operating procedures (SOPs) for all fulfilment operations - creating repeatable processes that can scale across new sites
  • Establish Operating Rhythm: Implement and lead regular operational cadences including daily stand-ups, weekly business reviews (WBRs), and monthly performance reviews to drive accountability and continuous improvement
  • Drive Data-Driven Decisions: Partner with Data and Technology teams to enhance operational reporting, create real-time dashboards, and use data analysis to identify improvement opportunities
  • Lead Continuous Improvement: Champion a culture of operational excellence through lean principles, regular process audits, and cross-functional improvement initiatives that reduce costs and improve service quality
  • Technology Integration: Work closely with Technology and Product teams to test and integrate new operational tools, warehouse management systems, and automation solutions
• Stakeholder Communication & Leadership
• • Report to Senior Leadership: Provide regular updates to the CEO and senior leadership team on operational performance, key initiatives, risks, and opportunities
  • Cross-Functional Collaboration: Partner effectively with Commercial, Technology, Product, Customer Care, and Finance teams to align operational execution with business priorities
  • Represent Operations: Act as the voice of operations in strategic discussions, ensuring operational feasibility and excellence are considered in all business decisions
  • Develop Talent: Create clear career paths and development opportunities for operations team members, coaching managers to build strong bench strength for future growth

What We're Looking For

• 8-12+ years in retail, e-commerce, logistics, or warehouse operations, with 5+ years leading large operational teams (100+ people) across multiple sites
• Deep expertise in warehouse operations, inventory management, supply chain logistics, loss prevention, and quality control - with experience building or transforming operational systems
• Extensive experience recruiting, developing, and managing large teams including managers and frontline staff, with strong coaching capabilities
• Expert in establishing KPIs, tracking metrics, and driving accountability through data-driven management and regular business reviews
• Experience managing complex relationships with logistics providers and delivery partners, with strong negotiation skills
• Proficiency in data analysis tools (Excel, Looker, Google Suites) and warehouse management systems, with ability to leverage technology for operational improvements
• Strong commercial awareness with experience managing operational P&L, controlling costs, and improving unit economics whilst maintaining service quality
• Natural leader who gets into the details when needed, delivers measurable results, and builds high-performing teams through a culture of accountability and continuous improvement
• Thrives in fast-moving environments with shifting priorities; exceptional communicator able to influence and motivate people at all levels from warehouse associates to senior executives

Why Zapp

Zapp combines the ambition and pace of a startup with the discipline and purpose of a company built for the long term. We're uniting technology, brand, and operations to deliver delight in real time - and redefining what premium convenience means for the modern world.

Over the past five years, Zapp has delivered millions of orders to Londoners, built one of the most advanced instant commerce operations in the world, and reached more than £100m in annual recurring revenue. Today, the company is profitable and poised for its next chapter of scale - offering the rare opportunity to build with the creativity and speed of a startup, backed by the stability, resources, and upside of an established, de-risked business.

What We Offer

• High Impact, High Ownership: A seat at Zapp's senior leadership table, working directly with the company’s Founder to shape the company's operational future and growth strategy
• Mission & Momentum: The chance to help build a category-defining brand that combines technology, operations, and design to reinvent everyday convenience
• Operational Excellence: The opportunity to build world-class operations infrastructure from a strong foundation, implementing best practices that will define the future of convenience retail
• Exceptional Talent: Collaborate with world-class peers across operations, technology, product, brand, and commercial teams - all united by a shared obsession with excellence and speed
• Personal Growth: Access to coaching, mentorship, and leadership development opportunities designed to help you grow as both a leader and operational expert
• Compensation & Rewards: Competitive salary and meaningful equity participation to align your success with the company's long-term growth
• Benefits & Wellbeing:
• • Private Health Insurance (AXA)
  • Generous Zapp Credit to test the service and experience
  • Perkbox membership
  • 25 days annual leave, plus UK Bank Holidays
  • Pension contributions
• Culture of Excellence: A fast-moving, values-driven environment where the bar is high, ideas are heard, and great work is celebrated

Working Arrangement

Location: 5 days on-site (combination of HQ and fulfilment centre locations across central London)

**Note:** This role requires regular presence across multiple fulfilment sites and occasional evening/weekend availability to support 24/7 operations.

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Zapp is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.