Personal Shopper Lead - instashop

Job Description

• Lead and develop the Personal Shopper Coordinator team, ensuring consistent execution, high performance, and achievement of operational objectives across all retail partners.
• Own the overall operational performance of the Personal Shopper network by driving key KPIs including productivity, preparation time, order accuracy, substitutions, cancellations, service levels, and customer satisfaction.
• Develop and execute strategic initiatives to support business growth, increase order capacity, improve operational efficiency, and enhance the overall customer experience.
• Partner with Commercial and Retail Partner teams to strengthen relationships with key accounts, support business expansion, resolve escalations, and ensure operational readiness for new launches and growth opportunities.
• Analyze operational and business performance, identify trends and opportunities, and translate insights into action plans that improve efficiency, quality, and profitability.
• Lead workforce planning, capacity planning, and resource optimization to ensure the organization is prepared to meet current and future business demand.
• Drive continuous improvement initiatives by redesigning operational processes, introducing best practices, and leveraging data to improve service quality and operational excellence.
• Collaborate cross-functionally with Customer Experience, Live Operations, Fleet, HR, Training, Product, and Commercial teams to deliver seamless execution and achieve company objectives.

Qualifications

• Bachelor’s degree in business administration, Logistics, Supply Chain, Operations Management or a related field.
• 6+ years of experience in Operations, Retail, E-commerce, Grocery, or Marketplace, including at least 2 years in a leadership role.
• Proven experience managing managers or multi-site operations.
• Strong analytical skills with the ability to translate data into business decisions.
• Excellent stakeholder management and communication skills.
• Advanced Excel skills; Power BI or SQL knowledge is a strong advantage.
• Demonstrated ability to lead large-scale operational improvements in a fast-paced environment.