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Salary: GBP 50,497 - 88,955 / annual
Hive is seeking a Special Operations Manager to lead its UK fulfilment operations from the Stoke-on-Trent site, one of the company's fastest-growing markets. This is a hands-on operational leadership role where you own the end-to-end performance of the fulfilment centre—from goods receipt through picking, packing, and carrier handover—while managing the relationship with Hive's 3PL partner.
You will be accountable for maintaining site performance against operational KPIs (health score at or above 85%) and ensuring consistent merchant satisfaction. Your responsibilities include daily partner relationship management, conducting operational reviews and audits, and serving as the first point of contact for the site. You'll spend significant time on the warehouse floor conducting Gemba walks, attending shift starts during peak periods, and staying close to the work.
Key initiatives include driving productivity and cost efficiency through layout optimization, packaging design, and process improvements; conducting root-cause analysis and managing critical escalations; training and enabling the partner's teams to increase site independence; leading merchant onboarding and new capability rollouts; and setting the operational vision through OKRs and quarterly improvement projects. You'll collaborate closely with Merchant Care, Account Management, Growth, and Product teams to translate merchant needs into operational reality.
The ideal candidate has 3–5 years of experience in fulfilment, warehousing, logistics, supply chain, or fast-growing startups, with hands-on warehouse floor experience. You should have owned 3PL or external partner relationships, be analytically strong (pulling your own data and building models), understand contracts and SLAs, and communicate effectively across all levels. An entrepreneurial mindset, experience with diverse and multicultural teams, and fluency in English are essential. You must be based in or willing to relocate to the Stoke-on-Trent area and comfortable working on-site.
