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Ocado Careers

Partner Success Operations Manager

Hatfield, UK

Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion or belief, age, or disability or union membership status. 


About Us

The Ocado Smart Platform (OSP) is a modular, scalable software and hardware solution supporting highly automated customer fulfilment warehouses (CFCs) integrated with a fully fledged grocery e-commerce platform. The vision is to provide large bricks and mortar retailers across the globe with an online service using our disruptive technology


About the role

Partner Success Operations Managers work across all of our existing Partners, providing support across the entire OSP product range. They provide operational coaching, advice and guidance Pre-Go live as well as deployment and Go Live support as required. They also support the sharing of operational optimisation and best practice information to ensure our Partners operate OSP in the most profitable way. 


You will be (accountabilities)

  • Formation of and continued investment in Partner relationships
  • To be a trusted OSP operational source for all stakeholders at all stages of partnership lifecycle
  • Close working relationships with internal regional teams to assist with the identification and implementation of operational improvement opportunities 
  • Engage, update and influence senior partner stakeholders to implement change 
  • Analysis of partner use of OSP through regular deep dive into operational metrics 
  • Quantification of operational metrics and their impact on partner P&L
  • Operational process mapping of partner processes 
  • Responding to Partner OSP utilisation questions raised through the OSP Connect portal
  • Maintaining knowledge repositories with resolutions to frequently asked questions, issues and workarounds
  • Advising Partners on OSP best practice
  • Supporting major incidents with advice and guidance on the execution of corrective actions to restore service and identify documentation and tooling gaps as part of continuous improvement cycles
  • Understand and document detailed knowledge of Partner operational processes to be the ‘expert voice’ for informing Ocado technology teams on the use of the OSP product, consulting and informing on product development strategies


About you (experience we seek)

  • Experience and knowledge of the online grocery/retail sector
  • BA/BSc degree or equivalent practical experience
  • Experience of retail automated warehousing, supply chain, last mile or eCommerce solutions
  • Problem solving, numeracy and analytical skills
  • Able to handle difficult situations, facing challenges with positivity, confidence and pragmatism 
  • Highly organised and resilient with an eye for detail
  • Good stakeholder, relationship building and networking skills
  • Good written and verbal communication
  • Self-motivated with an ability to deliver to deadlines and multi-task under pressure
  • Comfortable dealing with ambiguity and uncertainty


What we offer you

Our employee benefits are designed for you, we care about people and we’ve ensured we have a wealth of benefits that focus on your well-being. We regularly review our benefits to ensure we are supporting our employees appropriately.

  • 30 days ‘working from anywhere in the world’ policy 
  • Wellbeing support through dedicated apps and an Employee Assistance Programme 
  • 25 days annual leave, rising to 27 days after 5 years service (plus optional holiday purchase)
  • Pension scheme (various options available including employer contribution matching up to 7%)
  • Generous Private Medical Insurance (within the first month of joining!)
  • Income Protection (can be up to 50% of salary for 3 years) and Life Assurance (3 x annual salary) 
  • 22 weeks paid maternity leave and 6 weeks paid paternity leave (once relevant service requirements complete) 
  • Train Ticket loan (interest-free)
  • Cycle to Work Scheme
  • Free shuttle bus to and from Hatfield Train Station to the Hatfield offices 
  • Free shuttle bus to and from Welwyn Garden City Train Station to the Welwyn Garden City offices
  • Opportunity to participate in Sharesave and Buy as You Earn share schemes
  • 15% discount on and free delivery for all employees (within the first month of joining!)

About Ocado Group

When our journey started, we were all about changing the way people shop for groceries. 20 years later, we’re developing our own ground breaking technology, opening multiple sites at an accelerating rate and engaging in exciting new business partnerships around the world!

Transforming an industry also means transforming the way we do business.   As we continually develop new technologies and customer propositions, we’re looking for the Everyday Pioneers to lead us into the next stage of our evolution: enhancing our capabilities, inspiring our teams and developing new ways of working.

Changing the way the world shops, for good.

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