16 ott - Milano
1000Farmacie
1000Farmacie is Italy's leading e-pharmacy marketplace, serving over 1 million customers through two fulfillment centers in Milan and Naples.
We are looking for an Operations Manager with a strong background in logistics and fulfillment , reporting directly to the COO . This is not a role where you simply manage existing processes. We expect you to challenge them, improve them and build better ones, using data, automation and AI wherever they make a real difference.
You will lead three managers (the Warehouse Managers in Milan and Naples and the Customer Service Team Lead ) and, through them, an organization of over 55 people . You will combine leadership with hands‐on execution, building a culture of ownership and high execution standards.
What you will do
Work with the COO to improve the company's operational performance and scalability
Lead the two Warehouse Managers and improve KPIs: cost per order, productivity, capacity, lead times and quality
Standardize best practices across Milan and Naples, spending time on site to fix bottlenecks firsthand
Design new processes and SOPs,
and redesign the ones that no longer scale
Plan capacity for peaks and campaigns
Customer Service
Manage and coach the Customer Service Team Lead, owning KPIs on response times, resolution and customer satisfaction
Plan staffing based on expected volumes and improve workflows and escalation paths
Fix the root causes of tickets together with the warehouses, so problems are solved upstream
Reduce unnecessary contacts through better self‐service and proactive communication
Lead automation and AI projects across logistics and customer service, from pilot to adoption
Work with Product & Tech on new features and integrations, with Marketing on campaign forecasting and readiness, and with Ops Analytics to turn data into process improvements
Who we're looking for
Operations at heart: you have run high‐volume physical operations, such as warehouses, fulfillment centers or delivery fleets, not just
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