Team : Operations
Location : Various Hubs across the Midlands
Salary : Dependent on experience
Hours : Full time, weekends included
Join our milk round 🥛🌎
Our goal at Modern Milkman is to make the home sustainable, and, to date, we've prevented over 100 million plastic bottles from polluting the planet. Not bad for a business that started as four friends from Lancashire delivering milk from a beat-up truck!
We’re using technology, creative problem solving and innovating historical methods to bring back the Milk round and by doing that we offer our customers the ability to make more planet-positive shopping habits one small, simple and very convenient step at a time. We care about local communities and are really proud to connect our customers to local dairies, bakers and producers.
You can find us across the UK and in the US (Connecticut, Massachusetts and Rhode Island)
Your mission 💪
We’re looking for a Fulfilment Manager to take ownership of the performance and operational success of our last-mile delivery across five fulfilment hubs. You’ll ensure we deliver fresh, high-quality products to our customers’ doorsteps, on time and in full, every night, while driving improvements in service, efficiency, and cost per drop.
This is a fast-paced, hands-on leadership role, accountable for the execution of 75,000+ weekly deliveries, delivered overnight by 75 drivers. You’ll be responsible for the oversight of daily fulfilment activities, holding hub teams and delivery service partners (DSPs) to account for performance and compliance. In addition, you’ll lead initiatives to resolve root causes, reduce delivery failures, and deliver the best doorstep experience.
We’re looking for someone who can confidently lead both people and process, working closely with our wider operations, supply chain and tech teams to keep things moving, and to drive quality and efficiency at every stage of the fulfilment journey and improving driver engagement.
Key Responsibilities 🥛
Operational Performance & Hub Management
- Full accountability for the operational performance of 5 fulfilment hubs
- Ensure successful overnight execution of orders maintaining a 99% OTIFIQ (On Time, In Full, In Quality) target
- Own and improve key KPIs including OTIFIQ, Driver Retention, Cost per Drop and compliance scores
- Implement and monitor consistent processes across all sites, ensuring high-quality, repeatable results
- Monitor DSP execution and service quality, addressing underperformance quickly and constructively
- Manage DSP and Hub level reporting and L lead regular reviews with DSPs, setting clear expectations and following up with improvement plans
- Support with driver engagement and ensuring they are linked to the central team.
Driver & Hub Operations
Work with DSPs and Hub Managers to build a high-performing, engaged driver workforce, embedding a strong culture of pride in service and delivery excellenceLead initiatives to improve driver recruitment, onboarding, rota planning and retention, ensuring appropriate coverage for all shiftsImplement training programs that set clear expectations for performance, safety and customer serviceDeploy training and compliance of food safety and health & safety proceduresSupport Hub Managers, providing coaching, support, and leadership to help them manage their hub teams and driversContinuous Improvement & Change Management
Relentlessly drive the focus of quality, engagement and performance metrics, bring them to life in our hubsIdentify opportunities to improve delivery quality, productivity and cost-efficiencyLead operational improvements and roll out changes across hubs, ensuring consistency and adoptionWork closely with the Customer Success team to reduce doorstep errors and improve the end-to-end customer experienceSupport Ops Tech to troubleshoot recurring issues, root cause problems and implement solutionsEnsure DSPs are enabled to solve issues in real-time, supported by the right tools, processes, and communication channelsProblem Resolution & Escalation
Maintain clear and consistent communication with night-shift supervisors, day-time management, and other departmentsAddress and resolve operational issues arising from the night shift, including order discrepancies, system errors, and staffing challengesConsiderations
The role is primarily focused on the execution of deliveries from hub to doorstep.Frontline leader responsible for managing multiple hub sites, people, and day-to-day operationsOwnership is hub-centric, and the core responsibilities are about ensuring orders are fulfilled on time and to standardThe person is managing last-mile operations, including hub teams and drivers, but not responsible for broader supply chain, tech integration, or upstream operationsRequirement over 21 with a clean UK drivers licenceBackground in couriers / transport eg DPD, UPS, Amazon, Pack Fleet, Royal MailWorking Time
Odd shifts / days of the weekOption A : Sunday to ThursdayOption B : Monday to FridayTimes : 14 : 00 - 23 : 00 (1-hour break)Day Overlap : with the Senior Live Ops, Central Supply, Keighley, Infrastructure and FleetEvening Overlap : Hub and Driver ManagersSees through the start of the last mile to ensure all gaps are coveredWhat You’ll Bring 💡
Proven experience managing multi-site logistics, fulfilment or delivery operationsStrong leadership experience with the ability to motivate, support and develop operational teamsHands-on experience managing driver operations, including rota planning and performance managementExcellent problem-solving and root cause analysis skills, especially in live operational settingsComfortable working evening and late shifts, with flexibility and resilience to lead during peak hoursAbility to influence others and drive change through collaboration and clarity of directionThe role is field-based, with frequent travel to multiple operational hubsConfident using data and dashboards to guide decisions and improve performanceA proactive, continuous improvement mindset—always seeking better ways to deliverBenefits :
25 days holiday, 8 bank holidays (5 flexible ones). Plus, your birthday off too!Up to 6% matched company pension.Access to thanksBen, for a range of core & flexible benefitsEmployee discount off Modern Milkman productsEnhanced parental leave & payLife InsuranceCycle to work scheme & Octopus EV salary sacrificeIn-person company events300 working from home set up300 L&D budget per annum300 Health and Well Being budgetEndless samples of our stock – Seriously, our category managers have us taste testing food and drinks all the time!Up to 4 weeks working abroad2x volunteering days and team volunteering daysLoads of company clubs to join, from book clubs (Page Churners), Running, cycling and swimming (Trotters and Plodders), 5 aside Football (Modern Milkman FC) and any other pun-related clubs you can think of.EMI share optionsInterview Process : 5 stages (incl. a task).
Talent Screen
Hiring Manager Interview
Task with wider team
Ways of working interview
Final interview with our COO, Dom
