Job description

Role: Operations Lead

Department: Operations (Business Excellence)

Location: London HQ, hybrid

Direct reports: None 

Contract: 6 months

Role purpose

The Operations Lead keeps Disguise's global product and services fulfilment running smoothly and efficiently, so customer orders are processed, licensed and shipped on time. The role owns the Operations department's fulfilment processes and documentation, and is the operational point of contact for EMEA sales, with escalation support for APAC.

With Revenue Operations and the Deal Desk now in place, the role focuses on fulfilment: what happens once an order is ready to process, through to delivery.

Key responsibilities

• Act as a senior member of the Operations team for the day-to-day running of Disguise's global fulfilment, making sure orders are processed and shipped as quickly and efficiently as possible
• Process orders in Salesforce day to day, and use and enforce Salesforce, including dashboards and custom reports, to keep fulfilment efficient
• Work closely with EMEA sales teams and act as an escalation point for APAC, working alongside colleagues through local issues and helping Operations Coordinators and dotted-line colleagues take responsibility while following process
• Take ownership of situations that need special attention and see them through to resolution
• Work with the Global Head of Operations and the Global Logistics Manager so stock is positioned in each region ahead of monthly fulfilment
• Represent Operations on the monthly EMEA Sales/Ops alignment call with Finance and Rev Ops, and support the Finance-led APAC call on logistics questions
• Work with Rev Ops, Finance, Product and Marketing on product and services fulfilment, including new product and service launches
• Work with the Deal Desk Coordinator so changes to fulfilment processes are reflected in sales training
• Maintain accurate asset tracking of software and licence stock, working with Procurement and the Head of Supply Chain so enough is on order to meet the live demand forecast
• Review production forecasts with the Head of Supply Chain and Procurement, highlighting spikes in demand from upcoming sales opportunities
• Work with the Supply Chain team on delivery of accessories to customers where appropriate
• Own process documentation and communication templates for the department, and keep them current on Confluence
• Make sure the Operations team gives excellent service to internal and external stakeholders
• Fulfil licences to customers as part of order fulfilment, using the automated production licence bundles, and work with other operations teams on NPI and process improvements

How success is measured

• Orders processed and shipped on time, including in time for month, quarter and year-end close so revenue can be recognised
• Order processing accuracy and Salesforce data quality
• Stock and licence availability against the monthly demand forecast, with no avoidable shortfalls
• Fulfilment issues resolved or escalated within agreed timescales
• Process documentation current on Confluence

Decision-making authority

Sets own priorities within the monthly fulfilment plan and decides how fulfilment issues are triaged and resolved. The role holds no budget; spend follows the Operations approval route, and the role is expected to spend carefully and flag avoidable cost.

Key relationships

• Internal: Global Operations, Global Logistics Manager, Supply Chain and Procurement, Manufacturing, Deal Desk, Rev Ops, Finance, Sales (EMEA and APAC), Product and Marketing
• External: customers, on order and delivery queries

Essential experience and knowledge

• At least three years' experience in a logistics, supply chain or operations role within a hi-tech production or electromechanical components environment
• Day-to-day order processing experience in a CRM or ERP system (Salesforce)
• Experience guiding and motivating colleagues, formally or informally
• Computer literacy: competent in Excel, Google Sheets and/or other data handling software
• Desirable: experience of medium or high volume manufacture with a high cost of goods

Skills and behaviours

• Problem solving and critical thinking: finds more than one route to an outcome and triages issues calmly
• Strong communicator: adapts to different stakeholders across regions and remits
• Customer service mindset: internally and externally
• Ownership: sees issues through to resolution, with a "no task is too small" approach in a crisis
• Delegation: spots tasks that can be handed to others, and leads by example
• Cost consciousness: spends effectively and looks for avoidable cost
• Adaptable: positive about change and effective in a fast-paced environment
• Discreet: honest and trustworthy with confidential commercial information