customer service jobs

Operations Manager – Client Delivery & Sales Enablement

(High‑Ownership Role)

Reports to: Managing Director
Location: On-site (Edinburgh)

The Role (Read this carefully)

This role exists for one reason: to remove operational friction so Sales can grow revenue faster and with confidence.

You will own delivery, fulfilment, and operational execution end‑to‑end. When Sales make a promise, you make it real. When something breaks, you fix it. When volume increases, the system does not wobble.

This is not a steady‑state operations role. It is a high‑ownership, high‑judgement position at the centre of a scaling business. If you want clearly bounded responsibilities, heavy structure, or someone else to make the calls — this is not for you.

Kite Group is growing with intent. This role is a growth lever.

What You Will Be Accountable For

• Sales confidently making commercial commitments — and those commitments being met.
• Orders flowing through the business without drama, chasing, or internal friction.
• Customers experiencing clarity, pace, and reliability.
• Operational cost, lead time, and errors reducing as volume increases.
• Being the person Sales trusts to make difficult deliveries happen.

Core Responsibilities (Ownership, Not Admin)

End‑to‑End Delivery Ownership

• Own the full order lifecycle from order receipt through fulfilment and dispatch.
• Translate sales commitments into executable delivery plans.
• Act as the operational backstop for Sales — solving problems before customers feel them.

Sales Enablement & Cross‑Functional Leadership

• Work shoulder‑to‑shoulder with Sales to support growth, not slow it down.
• Coordinate Sales, Finance, Warehouse, Logistics, and Suppliers.
• Join client meetings where operational credibility strengthens the sale.

Process, Pace & Scale

• Identify bottlenecks, weak points, and inefficiencies — then eliminate them.
• Build simple, scalable processes that survive growth, not just today’s workload.
• Reduce lead times, errors, rework, and operational noise.

Cost, Capacity & Commercial Control

• Plan labour, warehouse capacity, and logistics to support growth.
• Control operational costs between contribution margin and gross profit.
• Review outsourced production and logistics; renegotiate or redesign where value is poor.

Customer Experience & Issue Resolution

• Set the standard for fast, accurate communication — no false promises.
• Personally own escalations and resolve them decisively.
• Continuously improve the end‑to‑end customer journey.

Leadership & Reporting

• Lead and develop the warehouse and delivery team.
• Define and track KPIs across delivery, accuracy, lead time, and service.
• Report clearly to the Managing Director with insight, not noise.

This Role Is For You If

• You take personal ownership for outcomes, not tasks.
• You enjoy being the person who makes complex delivery actually work.
• You are commercially aware and understand the real cost of operational failure.
• You are comfortable making decisions with incomplete information.
• You thrive in fast‑moving, imperfect, growing businesses.

This Role Is Not For You If

• You want tight job boundaries and low ambiguity.
• You prefer maintaining systems rather than building and improving them.
• You avoid confrontation or difficult conversations.
• You need consensus before acting.

Experience & Capability Markers

• Proven experience leading operations, delivery, or fulfilment in a growing business.
• Hands‑on leadership of teams, suppliers, and logistics partners.
• Strong process‑improvement mindset (Lean / continuous improvement).
• Confident working with Sales and senior leadership.
• Calm, decisive, and practical under pressure.

Why This Is a Serious Opportunity

• The business is scaling — this role scales with it.
• Direct access to the Managing Director and genuine decision authority.
• No corporate bureaucracy. Pace, trust, and ownership.
• The chance to build an operation that enables growth, not manage one that already exists.

Our Values

Team Player · Growth‑Focused · “Sooner than Later” · Right for the Client

If you want full ownership of delivery, real influence on growth, and the satisfaction of making sales promises come true — this role will stretch and reward you.

Job Type: Full-time

Pay: £48,000.00-£55,000.00 per year

Benefits:

• Company pension
• Free parking
• Profit sharing
• Sick pay

Experience:

• Management: 2 years (required)

Work Location: In person