Operations & Logistics

Operational Manager

Job Description & Chart of Accountability

About atWork

atWork is a B2B2C corporate meal platform revolutionizing how companies provide food benefits to their employees. Operating in Tirana with plans for European expansion, we are building the future of corporate welfare through innovative technology and operational excellence.

As we scale into new markets, we need operations leaders who can blend logistics mastery, technology innovation, and data-driven rigor to deliver unforgettable employee meal experiences for Europe’s top employers.

Position Overview

The Operational Manager is a critical leadership role responsible for building and maintaining operational excellence across our entire delivery ecosystem.

This position demands a unique blend of logistics expertise, technological innovation, and data-driven decision-making to ensure we consistently deliver 99.5% customer satisfaction while scaling across multiple markets.

Key Responsibilities

Logistics & Delivery Operations

●Design and optimize end-to-end delivery workflows from order placement to customer delivery.
●Manage relationships with courier partners and ensure service level agreements are consistently met.
●Develop contingency plans and rapid response protocols for operational disruptions.
●Scale logistics infrastructure to support expansion into Italy, Spain, and additional markets.
●Implement zone-based delivery optimization strategies for corporate cluster efficiency.

3PL Integration & Technology

●Lead integration projects with third-party logistics providers and delivery partners.
●Evaluate and implement new logistics technologies and automation solutions.
●Build and maintain API connections with restaurant partners, courier platforms, and corporate clients.
●Drive innovation in last-mile delivery through emerging technologies and process improvements.
●Develop proprietary tools and dashboards for real-time operational visibility.

Performance Management & KPIs

●Own the 99.5% customer satisfaction target with accountability for all operational metrics.
●Monitor and optimize KPIs including on-time delivery rate, order accuracy, courier efficiency, and cost per delivery.
●Establish data collection systems and reporting frameworks for operational performance.
●Conduct root cause analysis on service failures and implement corrective actions.
●Create benchmarking systems against industry standards and competitors.

Forecasting & Resource Planning

●Develop demand forecasting models based on corporate client patterns, seasonal trends, and growth projections.
●Manage courier capacity planning to match predicted order volumes.
●Optimize resource allocation across different corporate locations and time windows.
●Build scenario planning models for market expansion and scaling requirements.

Data Analytics & Continuous Improvement

●Transform operational data into actionable insights for strategic decision-making.
●Build predictive models for delivery times, capacity requirements, and cost optimization.
●Identify efficiency opportunities through systematic analysis of operational patterns.
●Lead continuous improvement initiatives using Lean and Six Sigma methodologies.
●Create executive dashboards and operational reporting for the leadership team.

Budgeting & Cost Management

●Develop and manage operational budgets including courier costs, 3PL fees, and technology investments.
●Optimize unit economics to achieve target margins while maintaining service quality.
●Negotiate contracts with logistics partners to secure favorable commercial terms.
●Track and report on operational costs with variance analysis and recommendations.
●Build financial models for expansion markets with accurate cost projections.

Required Qualifications

Experience

●5+ years in operations management, logistics, or supply chain roles.
●Proven track record managing delivery operations at scale (preferably in food delivery, e-commerce, or on-demand platforms).
●Experience with 3PL integrations and multi-partner logistics ecosystems.
●Demonstrated success in maintaining high customer satisfaction metrics (95%+).
●Background in fast-growth or startup environments preferred.

Technical Skills

●Advanced proficiency in data analytics tools (Excel, SQL, Python, Tableau, or similar).
●Experience with logistics management systems and delivery optimization software.
●Strong understanding of API integrations and technology platforms.
●Financial modeling and budgeting expertise.
●Forecasting methodologies and demand planning capabilities.

Core Competencies

●Strategic thinking with ability to balance operational execution and long-term planning.
●Problem-solving mindset with bias toward innovation and creative solutions.
●Strong project management skills with ability to lead cross-functional initiatives.
●Excellent communication skills for stakeholder management at all levels.
●Data-driven decision maker who can translate analytics into action.

Personal Attributes

●Obsessive about operational excellence and customer satisfaction.
●Thrives in fast-paced, ambiguous environments.
●Self-starter with high ownership mentality.
●Adaptable and comfortable with rapid change.
●Detail-oriented without losing sight of strategic objectives.

Performance Metrics

●Customer Satisfaction: Maintain 99.5% satisfaction rate.
●On-Time Delivery: Achieve 98%+ on-time delivery performance.
●Order Accuracy: Maintain 99%+ order accuracy rate.
●Operational Cost Efficiency: Meet or exceed unit economics targets.
●Courier Partner Performance: Maintain SLA compliance above 95%.
●Forecast Accuracy: Achieve 95%+ accuracy in demand forecasting.
●Budget Management: Deliver within 5% of operational budget.