Senior Partner Success Operations Manager - Secondment

This posting is for hourly paid logistics employees to apply through.

About Us

We are Ocado Solutions, and we are revolutionising online grocery. We partner with the world's leading retailers, providing our innovative Ocado Smart Platform (OSP) – a powerful blend of automation and software – to elevate their e-commerce capabilities. Join us and be part of a team that's shaping the future of retail, working with global giants from Kroger to AEON.

About the Role

The Ocado Smart Platform (OSP) is a modular, scalable software and hardware solution supporting highly automated customer fulfilment warehouses (CFCs) integrated with a fully fledged grocery e-commerce platform. The vision is to provide large bricks and mortar retailers across the globe with an online service using our disruptive technology.

Partner Success Operations Managers work across all the Partners providing support across the entire OSP product range. They provide operational coaching, advice and guidance as well as deployment and Go Live support as required. They also support the sharing of operational optimisation and best practice information to ensure our Partners get the most out of OSP. 

Support for Partners commences prior to Go Live and continues through the lifetime of the contracts. It can be delivered either remotely or at Partner sites with initial Go Live support including onsite presence for extended periods. Ad hoc visits may also be required when significant new features are released or to help support operational issues. 

When PSOMs are not engaged in dedicated activities with a Partner they are assigned to the Partner Operations Centre. The POC responds to operational utilisation questions from any Partner and this can include supporting the restoration of service after major incidents. The POC will also maintain the knowledge repositories on frequently asked questions, known issues and workarounds.

Go Live Readiness & Deployment Support 

• Delivery of coaching and demos to OSP Partners as required to ensure they have the knowledge and capability to effectively deliver their business objectives through OSP 
• Working with Partners to plan for successful Go Live of OSP products 
• Supporting Partner teams with OSP setup and readiness including new CFC sites 
• Ensuring OSP is appropriately configured 
• Delivery of internal and Partner activities in preparation for Go Live 
• Onsite Go Live Support 

Partner Operations Centre 

• Responding to Partner OSP utilisation questions raised through the OSP Connect portal 
• Maintaining knowledge repositories with resolutions to frequently asked questions, issues and workarounds 
• Advising Partners on Ocado best practice 
• Supporting major incidents with advice and guidance on the execution of corrective actions to restore service by creation of documentation and tooling 

About you

• Experience and knowledge of the online grocery/retail sector 
• BA/BSc degree or equivalent practical experience 
• Previous experience in Operational Management of an online grocery CFC / Supply Chain / ISF / Last Mile operation
• Working knowledge of OSP management systems 

What we offer

We believe in supporting our people with meaningful, flexible benefits that prioritise well-being and work-life balance. Here’s a snapshot of what you can expect:

• Time to recharge:
  25 days annual leave (rising to 27 after 5 years), plus the option to buy more – and 30 days a year to work from anywhere in the world.
  
  
• Health & wellbeing:
  Private Medical Insurance from your first month, wellbeing support through specialist apps and EAP, plus Income Protection and Life Assurance.
  
  
• Family-first policies:
  22 weeks paid maternity/primary carer leave and 6 weeks paid paternity leave (after qualifying period).
  
  
• Financial support:
  Pension with employer matching up to 7%, share schemes (Sharesave & BAYE), and interest-free loans for train tickets.
  
  
• Commuter perks:
  Cycle to Work Scheme and free shuttle buses to/from Hatfield and Welwyn Garden City stations.
  
  
• Exclusive discounts:
  15% off at Ocado.com with free delivery (starting in your first month).

Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion or belief, age, or disability or union membership status.