About the Role 

The Head of Shift Operations (HSO) is the senior leader accountable for all aspects of shift performance across operations, safety, engineering, and people management.

Safety is the foundation of the role. The HSO ensures a safe environment for all colleagues, contractors, visitors, and customers on site, embedding a safety-first culture where every interaction is controlled, measured, and effective.

The HSO drives operational excellence by working collaboratively with internal business units and stakeholders to meet agreed KPIs, uphold Service Level Agreements (SLAs), protect stock integrity, and deliver an outstanding customer experience.

As the people lead on shift, the HSO is responsible for the welfare, development, and day-to-day management of all colleagues and team leaders, ensuring ER casework, absence management, and engagement are handled consistently and to the highest standard.

The HSO translates business objectives into clear shift goals, setting expectations that drive performance, accountability, and a continuous improvement mindset across the entire operation.

As the second most senior leader on site, the HSO is regularly required to assume full site accountability, making critical operational decisions and leading all functions in the absence of senior site leadership. 

The HSO is responsible for planning and executing volume demand in line with targeted client cost-per-unit (CPU) thresholds, ensuring cost efficiency is maintained throughout the shift to maximise site profitability. Indirectly responsible for the full site CPU on shift.

Key Responsibilities 

• Ensure the Safety of all colleagues, customers, visitors, and contractors on site always, leading a proactive safety-first culture throughout the department. 
• Motivate, mentor, and develop team members at every level - including Warehouse Colleagues, Team Managers, and Shift Managers - to achieve and exceed personal and shift goals. 
• Manage highly complex and sensitive Human Resources (HR) cases, handling escalated people matters and site issues with professionalism, confidentiality, and sound judgement.
• Responsible for managing client relationships across all forms of communication, including facilitating and leading face-to-face meetings at site level. 
• Own and be accountable for all shift cost and contribution to site cost-per-unit (CPU), and client profitability targets, ensuring performance is consistently aligned to the site business plan and financial targets. 
• Introduce and embed a continuous improvement culture across the shift, actively challenging the status quo and driving efficiencies in all areas of the operation. 
• Monitor and analyse quality data in real time during the shift, identifying trends and emerging risks before they escalate into wider performance issues. 

 

 

Candidate Requirements 

• Proven experience managing large, multi-departmental operations within a fast-paced e-commerce, FMCG, or 3PL environment. 
• A natural leader who embodies our values of 'show up, dig in, get it done' through their work ethic and leadership style. 
• English GCSE and Maths GCSE / equivalent international standards 
• Degree / Degree calibre preferred
• IOSH certification. 
• Learning to Lead (Internal Manager training) 
• Lean Six Sigma Green Belt preferred. 
• Ideally also some other external formal management training.