City Operations Manager

ABOUT ZOOMO

At Zoomo, our vision is to transition every commercial urban mile to light electric vehicles (LEVs) to build sustainable and more equitable cities. To that end, we are building the world's most convenient, affordable, and safe e-bike platform.

In 4 years Zoomo has helped transition millions of urban miles to light electric vehicles, built a team of >200 world class engineers, operators, sales staff and vehicle repair technicians, developed and deployed the world's best last mile delivery electric bikes and fleet management software, and successfully deploys these solutions around the world. We operate across the USA, UK, Europe, Canada and Australia. Zoomo vehicles are used by major players in the food, grocery and parcel delivery segments with partners including UberEats, Glovo, Doordash, JustEat Takeaway, Deliveroo, Domino's, Pizza Hut, Amazon, FedEx, Getir, Ocado, GoPuff and many more.

THE ROLE

We are seeking a highly driven and results-oriented City Operations Manager to lead our Manchester and Edinburgh operations. This is a critical leadership role within our rapidly growing business, requiring a dynamic and adaptable individual with a proven track record of success in managing complex operations. The City Operations Manager will be responsible for the overall performance of the hubs, driving revenue growth, profitability, and customer satisfaction while fostering a high-performing and engaged team.

This role lends itself to a strategic and entrepreneurial mindset, with a strong focus on operational excellence, customer experience, and team development. The successful candidate will have a deep understanding of the local market, a passion for delivering exceptional customer service, and the ability to navigate a fast-paced and challenging environment.

RESPONSIBILITIES

Business Leadership: Develop and execute comprehensive growth plans to achieve and exceed ambitious revenue, profit, and market share targets. Oversee all aspects of operations, including retail sales, fleet management, inventory control, logistics, and customer service. Own the P&L for the region, managing budgets, controlling costs, and maximising profitability.

People Management: Recruit, hire, train, and develop a high-performing team of mechanics, technicians, and customer service representatives. Conduct performance reviews, provide regular feedback, and identify opportunities for employee growth and development. Oversee team scheduling, payroll, and other HR-related functions.

Customer Experience: Ensure an exceptional customer experience at every touchpoint, from initial inquiry to ongoing support. Build and maintain strong relationships with key customers, including both individual riders and B2B clients. Resolve customer issues effectively and efficiently, ensuring high levels of customer satisfaction.

Operations Management: Manage all aspects of vehicle operations, including fleet maintenance, repairs, and logistics. Oversee inventory management, ensuring optimal stock levels and minimising costs. Maintain a safe and compliant operating environment, ensuring adherence to all relevant regulations and safety standards.

Marketing and Partnerships: Develop and implement effective marketing strategies to increase brand awareness, attract new customers, and drive demand for services. This may include digital marketing campaigns, content marketing, local partnerships with Uber Eats, Deliveroo or Just Eat, along with community outreach programs.

Requirements

Proven Leadership Experience: 2+ years of successful area management experience in retail, vehicle leasing, or a related field.

Business Acumen: Strong analytical and problem-solving skills with the ability to analyse data, identify trends, and develop effective solutions. Experience with financial planning, budgeting, and P&L management is essential.

Operational Excellence: Demonstrated experience in managing all aspects of operations, including inventory management, logistics, fleet maintenance, and team management.

Customer Focus: A strong customer service orientation with the ability to build and maintain long-term relationships with customers.

Market Expansion: Experience with market expansion strategies, including identifying new market opportunities, developing go-to-market plans, and executing successful campaigns.

Team Leadership: Proven ability to lead, motivate, and develop high-performing teams. Excellent communication, interpersonal, and coaching skills.

Technical Proficiency: A basic understanding of electric vehicle technology and mechanics is preferred. Proficiency in Microsoft Office Suite and relevant fleet management/POS software.

Benefits

At Zoomo, you'll be a part of a dynamic team making a positive impact on the planet. Enjoy the benefits of working at the forefront of electric mobility, including:

• Competitive salary: £38,000 to £42,000 (depending on experience)
• Comprehensive benefits: Enjoy global and country-specific benefits packages tailored to your needs.
• Growth opportunities: Advance your career with ongoing training and development.
• Perks: Experience our products firsthand with a company e-bike, and take advantage of our annual learning and development allowance.
• Wellbeing: Prioritise your mental health with our dedicated support resources.
• Inclusive culture: Be part of a diverse and inclusive team from 45+ nationalities.