Vice President of Global Service Operations

Stuart (DPD Group) is a sustainable last-mile logistics company that connects retailers and e-merchants to a fleet of geolocalised couriers across several countries in Europe.

Our Mission
- We are an impact-driven company that aims to build the future of logistics for a more sustainable world: shared, efficient and reliable. We are committed to creating a new standard for urban deliveries that meet today’s environmental and social challenges while offering a premium delivery experience blending speed, flexibility and convenience.

Our motto: “Make every delivery a moment all of us can truly celebrate” More than 3000+ leading brands already partner with us across Restaurants, Grocery, Retail & Luxury, eCommerce and Professional Services to deliver all types of goods at the tap of a button. Stuart is a highly diverse and inclusive company of 700+ employees with 90+ nationalities working across France, Italy, Poland, Portugal, Spain and the U.K.

It’s the right moment and the right place for us to make an impact on millions of people, as home delivery services hit a record high. And guess what? You can help us fulfil our vision

**Let's talk about Global Service Operations** ️

Global Service Operations is in the heart of Stuart by balancing supply and demand across 6 countries and over 120 cities in close partnership with local operations. The team is accountable to implement tools, processes, and metrics that lead to the continuous optimisation of our business.
- We are growing fast and are looking for a VP of Global Service Operations that will play an essential role in shaping the company’s future by defining and aligning our supply and demand operations.
- You will report to our Executive VP of International & Global Operations, and will empower and grow a team of 15+ across London & Barcelona.

**What will I be doing?**:

- ** Defining our value proposition & engagement strategy with our couriers.**
- Build and implement the courier strategy which considers different courier models from self-employed to full-time employees. Ensure there is a clearly defined value proposition for each stakeholder type.
- Accountable for engagement framework set with each courier type, including contractual templates, perks mix, and other differentiators.
- Define and implement a global approach to courier equipment procurement and distribution.
- Standardise all communication processes throughout the lifecycle of a courier experience, for all courier models and all geographies.
- ** Standardise and optimise the supply and demand processes and tools**
- Own the delivery of courier onboarding processes for our global footprint, from tools to execution and performance reporting.
- Develop and operationalize strategies that help us achieve our quality of service targets and business goals.
- Guide the organisation smoothly into its next stage of growth by introducing best-in-class supply & demand programs that enable a continually expanding global footprint and complexity of operations.
- Partner closely with our Tech organisation to ensure we automate key processes that lead to increase efficiency in the organisation.
- ** Provide thought leadership to the current team and new topics**
- Actively engage as a member of the global leadership team for cross-cutting strategic, operational and people initiatives.
- Develop working relationships with other functions and leaders to create transparency into input metrics and service levels to other functions/departments across geographies.
- Spearhead the creation of a new team focused on client operations which supports the operational launch of new clients in close collaboration with local stakeholders.

**What do we need from you?**:

- 12+ years of experience scaling an operational team across multiple countries.
- 8+ years of people management experience, including managing and developing leaders and managing remotely across multiple sites. Proven track record of attracting talent, scaling and developing high-performing teams, and understanding and celebrating diversity.
- Strategic thinker with proven track record of transforming operations through innovation and long-term strategies for continuous improvement, setting organisations up to successfully adapt to evolving business needs.
- Strong analytical skills with a data-driven mindset.
- Excellent communication and collaboration skills.
- Experience in vendor management and contract negotiation is a plus.
- Fluency in English is required.

**The stuff you wanna know**:

- Work-life balance - hybrid working model and flexible hours
- Ticket Restaurant by Edenred (€11 daily)
- Unlimited access to Udemy for all your learning and development needs
- Stuart Academy with regular workshops, Stu-Classes, and Stu-Talks
- Stuart is putting Mental Health Awareness first Wellness Allowance (€40 monthly) to use in any gym or sport class
- Private healthcare provided by Sanitas ‍ ️
- Free monthly Bicing card for no