Head of Operational Processing and Training

Want to be part of a UK hub, in a global business that is scaling rapidly, evolving fast and radically changing the decades-old delivery universe? If so, read on, as we’re looking for a ­­­­Head of Operational Processing and Training to join our Operations Support team!

Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our transformative Send service, we’re bringing freedom to anyone with a parcel.

At InPost UK, we’re building an unparalleled group of talent that’s committed to help us power our mission to reshape the way parcels move, and redefine eCommerce logistics. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply chain. We’re a passionate bunch with high ambition – we collaborate, innovate, support each other, and leave egos at the door.

About the role:

The Head of Operational Processing and Training will own the design, governance, and continuous improvement of operational processes in the UK and lead operational training to drive consistency, compliance, and performance. This role will set the standard for “how we work,” ensuring processes are current, scalable, and embedded—while building capability across Operations, Commercial, and the last mile workforce (drivers/couriers). From time to time, the role will provide hands-on operational support during incidents or peak demand.

The role also leads a team of five specialists responsible for process governance, operational training, and continuous improvement initiatives, ensuring operational teams are equipped with the knowledge, tools, and standards required to deliver safe, compliant, and high-quality service.

What you’ll be doing:

Process Governance & Standards

• Write, maintain, and periodically review standard operational processes (SOPs) across UK business units.

• Establish and run a robust review cadence (e.g., annual) to ensure processes remain compliant, efficient, and auditable.

• Create and manage a single source of truth (process library) with version control, change logs, and approvals workflow.

• Partner with Ops controlling, Quality and Legal to ensure alignment with regulatory/industry standards.

• Define process KPIs and controls; implement process adherence checks and remediation plans.

Operational Training (Change & Reinforcement)

• Design and deliver operational training to support process changes, new launches, and reinforcement of critical controls.

• Build blended learning pathways (e.g., classroom, virtual, microlearning, simulations, job aids, assessments).

• Track training completion, competency attainment, and on the job application; use data to close capability gaps.

• Coach operational leaders on how to embed and sustain process standards in daily management routines.

Commercial Team Training Programme

• Develop an Operations-focused training programme for the Commercial team to improve knowledge and build strong Ops/Commercial relationships. Useful for building tenders and account management.

• Build modules on inbound, outbound, exceptions, last mile, hub, transport and other warehouse activities

• Collaborate with Sales Enablement/Commercial leaders to align training with revenue goals and customer outcomes.

Continuous Improvement & Change Implementation

• Identify process problem points through data, observations, audits, and Voice of Customer/Employee.

• Partner with Tech, Lean, and Quality to scope, build, test, and implement process improvements.

• Lead pilots and controlled rollouts; define acceptance criteria and success metrics (quality, cost, time, safety).

• Create implementation playbooks and comms packs ensuring smooth adoption and minimal disruption.

Field Enablement – Drivers/Couriers

• Design an on the job (OJT) programme for drivers/couriers, including route-ready checklists, mentoring, and certification.

• Embed safety, customer service, scanning/chain-of-custody, and loss-prevention best practices.

Crisis & Peak Support

• Provide operational support during incidents, service failures, or peak trading (e.g., site support, command-centre roles, rapid retraining, comms).

• Contribute to incident reviews and preventive action plans; update processes and training accordingly.

What we need from you:

We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.

• Proven ability to coach, manage and develop teams.

• Proven experience leading operational process design/governance within logistics, courier/last mile, supply chain, or a complex operations environment.

• Strong track record delivering change with Tech/Product, Lean/CI and Quality.

• Expertise in instructional design and blended learning; confident facilitator for frontline and leadership audiences.

• Data-literate: able to define metrics, interpret dashboards, and make evidence based decisions.

• Excellent documentation, communication, and stakeholder management skills.

• Comfortable operating in fast-paced, multi-site environments with shifting priorities.

• Experience planning and executing crisis/peak operational support is a plus.

• Bachelor’s degree (Operations Management, Industrial Engineering, Business, or related) or equivalent experience.

• Lean Six Sigma Green Belt (Black Belt desirable).

• Health & Safety awareness/certification advantageous

The InPost process:

We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role.

At InPost, we love uniqueness. Our strength is our people.

We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.