Delivery Operations Manager

Delivery Operations Manager

SKUTOPIA is on a mission to democratise and decarbonise logistics.

SKUTOPIA is a deep-tech logistics company operating under a dual RaaS (Robotics-as-a-Service) and SaaS model. We deliver end-to-end, AI-powered robotic fulfilment for retailers - eliminating inefficiencies inherent in traditional 3PL models, such as human error, high labour costs, and carbon-heavy processes.

Our advanced robotics and proprietary AI empower our customers to scale faster with high-speed, high-quality fulfilment at a fraction of the typical cost - while also driving both revenue and profit growth.

Founded in 2018 by Talea Bader and Emily Townsend, SKUTOPIA began as Sydney's first eCommerce co-working space. After witnessing firsthand the logistics challenges faced by SMBs, the founders evolved the business into a tech-first fulfilment solution.

Location: Alexandria, Sydney, On-site with some flex for hybrid working

Reports to: Chief Growth Officer

Role Overview / Purpose

At Skutopia, we're reimagining logistics. As an Delivery Operations Manager, you'll be at the centre of our delivery ecosystem — overseeing the performance of our carrier network, optimising operational processes, and ensuring our merchants experience reliable, scalable logistics solutions.

This role goes beyond day-to-day transport management. It's about driving operational excellence, using data and technology to identify inefficiencies, and building systems that scale as we grow. You'll lead operational execution, manage relationships across carriers and merchants, and partner with internal teams to continuously improve how Skutopia delivers.

Key Responsibilities

• Lead operational performance management: Own delivery KPIs, monitor SLAs, and drive accountability with carriers, ensuring merchants receive consistent and reliable service.
• Optimise operations through data: Use Excel/Google Sheets to track delivery performance, cost trends, and margins, generating insights that inform operational and commercial decisions.
• Carrier & merchant management: Act as the go-to contact for operational escalations, issue resolution, and ongoing improvement initiatives.
• Process improvement & scalability: Identify gaps in processes, implement new workflows, and build operational systems that improve speed, accuracy, and cost efficiency.
• Integration & rollout ownership: Lead operational rollout plans for new carriers, pricing changes, and international delivery offerings (US/CA/EU/UK).
• Cross-functional collaboration: Work closely with product, technology, growth, and leadership to deliver operational enhancements and align with strategic goals.
• Reporting & insights: Deliver regular operational performance reports and recommendations to internal stakeholders, ensuring transparency and continuous improvement.
• Commercial support: Partner with the Chief Growth Officer on pricing projects, negotiations, and identifying new opportunities for cost optimisation and margin improvement.

What Skills & Experience Are Beneficial

• Proven experience in operations management within eCommerce logistics, supply chain, or SaaS-enabled delivery services.
• Strong analytical capability with Excel/Google Sheets (pivot tables, modelling, dashboards).
• Skilled at managing operational KPIs and holding external partners accountable.
• A natural problem solver who thrives on improving processes and building scalable systems.
• Strong relationship management skills, balancing commercial, technical, and operational needs.
• Commercially savvy with the ability to link operational improvements to business outcomes.
• Curious, data-driven, and driven to create efficiency and impact at scale.

What's In It For You?

• Opportunity to work in a purpose-driven company shaping the future of logistics
• See the impact of your work
• Competitive salary and benefits package
• A fun, lively and dynamic work environment
• A supportive and inclusive workplace that values your voice to support innovation, collaboration, and personal development
• Being a part of a company that deeply values our culture and our people

When you join us, you'll be an important pillar of a rapidly growing company. From day one you will be challenged to take risks, think big and make an impact while getting lots of love and support from the team. With our expected growth over the next 12 months, this is a role with plenty of breadth and variety where you can grow with us and be proud of what we achieve together.

We proudly welcome people from all diverse backgrounds. When you join SKUTOPIA, we want you to bring your whole self to work and we value your unique contribution.

What's next? If you're keen to find out more, apply now with your resume and we'll be in touch soon to schedule an initial screening call where we will walk you through the recruitment process. Usually, we kick things off with a "getting to know you" interview, then we'll ask you to tackle a take-home challenge or case study, and wrap it up with a final interview.

Still on the fence? We know that statistically, some groups are less likely to apply for a role than others, depending on their perception of whether they meet some or all of the criteria. If you have most of the things we're looking for, we encourage you to apply!