Control Hub Operations Manager

About the role

The Control Hub Operations Manager leads real‑time delivery operations across the national network, ensuring service level agreements are met and operational performance targets are achieved. Reporting to senior leadership, the role has end‑to‑end accountability for tactical decisions, risk mitigation and continuous improvement of delivery outcomes.

Key responsibilities

• Monitor national performance dashboards and KPIs, making tactical decisions to maintain SLA adherence.
• Manage day‑to‑day operations of the Control Hub network, including driver assignment, store capacity and delivery progress.
• Identify and resolve operational bottlenecks, escalating issues when necessary.
• Lead a national team of Team Leaders, handling recruitment, coaching, performance management and recognition.
• Develop and maintain shift schedules, monitor staffing levels and manage overtime, leave and break allocations.
• Act as primary point of contact for operational queries, coordinating with Operations, Support Centre, Stores, IT, Planning and PINGO clients.
• Handle emergency situations following established protocols and conduct post‑incident reviews.
• Provide daily reporting on performance, risks and outcomes to key stakeholders.

Required profile

• Degree or diploma in Logistics, Supply Chain Management, Business Administration or related field.
• At least 5 years of supervisory experience in logistics, transportation or e‑commerce operations within a shift‑based environment.
• Proven track record on e‑commerce platforms.
• Ability to work long hours, including weekends and public holidays.
• Commitment to health, safety and quality standards.

Required skills

• Proficiency in Microsoft Office.
• Familiarity with email, phone and messaging communication tools.