Personal Shopper Lead - instashop

Job description

Lead and develop the Personal Shopper Coordinator team, ensuring consistent execution, high performance, and achievement of operational objectives across all retail partners. Own the overall operational performance of the Personal Shopper network by driving key KPIs including productivity, preparation time, order accuracy, substitutions, cancellations, service levels, and customer satisfaction. Develop and execute strategic initiatives to support business growth, increase order capacity, improve operational efficiency, and enhance the overall customer experience.

Partner with Commercial and Retail Partner teams to strengthen relationships with key accounts, support business expansion, resolve escalations, and ensure operational readiness for new launches and growth opportunities. Analyze operational and business performance, identify trends and opportunities, and translate insights into action plans that improve efficiency, quality, and profitability. Lead workforce planning, capacity planning, and resource optimization to ensure the organization is prepared to meet current and future business demand.

Drive continuous improvement initiatives by redesigning operational processes, introducing best practices, and leveraging data to improve service quality and operational excellence. Collaborate cross-functionally with Customer Experience, Live Operations, Fleet, HR, Training, Product, and Commercial teams to deliver seamless execution and achieve company objectives.

Qualifications

Bachelor’s degree in business administration, Logistics, Supply Chain, Operations Management or a related field. 6+ years of experience in Operations, Retail, E-commerce, Grocery, or Marketplace, including at least 2 years in a leadership role. Proven experience managing managers or multi-site operations. Strong analytical skills with the ability to translate data into business decisions. Excellent stakeholder management and communication skills.

Advanced Excel skills; Power BI or SQL knowledge is a strong advantage. Demonstrated ability to lead large-scale operational improvements in a fast-paced environment.