Division Manager - Operations

Laundryheap is an award-winning, industry-leading startup transforming the laundry and dry cleaning industry. With services across 14+ global markets and expanding rapidly across Europe, Asia, and North America, we pride ourselves on delivering clean clothes within 24 hours, making us one of the fastest services in the business.

Role Overview

This role goes beyond traditional logistics. It sits at the intersection of operations, finance, and technology, driving outcomes across global markets at scale. At its core, this is a team leadership role — owning not just execution, but the people, processes, and systems that power it.

The Division Manager – Driver Operations is responsible for building predictable, scalable logistics operations that support both existing services and new business lines. Success in this role requires balancing day-to-day execution with long-term capability building, ensuring that operations remain reliable, cost-efficient, and ready to scale as the business grows.

What You’ll Do

Lead & Build High-Impact Teams

Own and lead core global functions:

• Driver Operations (real-time planning & execution)
• Driver Partnerships & Supply Health
• Hire, develop, and mentor team members to build strong second-line leadership
• Create a culture of accountability, ownership, and performance across teams
• Establish clear performance standards and ensure consistent execution across markets
• Develop leadership capability within the team to support long-term organisational growth

Own Global Logistics Operations

• Oversee daily planning, routing, and execution across multiple international markets
• Ensure high service reliability, operational efficiency, and cost optimisation
• Build systems and processes that enable predictable, scalable operations
• Standardise operational practices while adapting to local market requirements
• Ensure operational readiness across markets through structured planning and coordination
  

Build & Scale B2B Logistics Operations

• Own the development and global scaling of B2B logistics operations across markets
• Establish operational frameworks, supply readiness, and service delivery standards for B2B services
• Work closely with Product, Commercial, and Driver Supply teams to stabilise and grow the B2B offering
• Build scalable processes and coordination models in a fast-evolving business environment
• Ensure operational readiness, cost control, and service reliability as the business expands

Drive Strategy Through Execution

• Identify operational inefficiencies and implement solutions that improve margins and service levels
• Translate strategic priorities into clear operational plans and measurable outcomes
• Align day-to-day operational decisions with broader business objectives
• Move seamlessly between high-level strategy and ground-level execution
• Lead operational initiatives that improve scalability, reliability, and efficiency across markets

Act as the Bridge Between Operations, Technology & Finance

• Translate operational challenges into clear product and technology requirements
• Use data and structured analysis to drive decision-making and prioritisation
• Develop a deep understanding of operational cost structures and unit economics
• Collaborate with finance teams to manage cost performance and improve operational efficiency. Ensure operational processes support long-term financial sustainability

Own Crisis & Escalation Management

• Lead from the front during high-pressure operational situations
• Make timely, structured decisions to stabilise service delivery and minimise disruption
• Establish escalation frameworks that ensure clear ownership and rapid response
• Build processes that reduce dependency on reactive problem-solving over time

Enable Global Expansion & Scale

• Support the launch and stabilisation of new markets and services
• Build repeatable frameworks that allow rapid and consistent expansion
• Ensure new operations meet defined service and cost standards from launch
• Identify risks early and implement mitigation strategies to protect service delivery

Drive Automation & Innovation

• Champion the adoption of tools, technology, AI, and automation across operations
• Continuously identify opportunities to reduce manual dependencies and improve efficiency
• Partner with product and technology teams to implement scalable operational solutions
• Ensure systems and automation support operational reliability and long-term growth

Core Performance Ownership

• The Division Manager is directly accountable for operational performance across global markets and services.

Key performance ownership includes:

Service Reliability

• Delay %
• Failure %
• Reschedule %

Operational Efficiency & Cost Performance

• Cost per order
• Resource utilisation
• Productivity and operational efficiency

Business Readiness & Scalability

• Forecast accuracy and planning reliability
• Operational readiness for new services and markets
• Stability and performance of newly launched operations

Responsibilities include:

• Owning and continuously improving key operational performance metrics
• Building reporting frameworks and performance dashboards to enable proactive decision-making
• Identifying performance risks early and implementing corrective actions
• Holding teams accountable for performance outcomes through structured reviews and follow-ups
• Driving consistent performance improvements across markets

What We’re Looking For

Core Competencies

• Strong ownership mindset with a bias for action
• Ability to operate effectively in ambiguity and high-pressure environments
• Data-driven decision-making with a clear understanding of business impact
• Proven experience in building and scaling teams, processes, or operations
• Strong stakeholder management across functions and geographies
• Ability to work seamlessly across all levels of the organisation — from frontline teams to senior leadership
• Structured problem-solving and decision-making capability
• Ability to lead change and drive operational transformation

Experience & Background

• Educational background from top-tier institutions
• Demonstrated experience in scaling operations, processes, or products in high-growth environments
• Track record of solving complex operational challenges using structured thinking
• Experience managing multi-market or multi-region operations is strongly preferred
• Experience building or scaling new services or business lines is an advantage

What Success Looks Like

• Teams operate with high ownership and minimal supervision
• Operations are predictable, scalable, and cost-efficient
• Service reliability remains stable across markets and services
• Systems and processes replace manual effort over time
• New markets and services launch and stabilise quickly and consistently
• B2B operations scale in a structured and sustainable manner
• Cross-functional alignment leads to faster, better decision-making
• Operational performance improves consistently across defined metrics

Work Schedule

• Mon-Fri (UK Shift timings)
• 9-hour shift (8 working hours)

Why This Role Matters

This is not a support role — it is a core driver of business performance. Success in this role directly impacts customer experience, unit economics, and the company’s ability to scale globally. The Division Manager plays a critical role in building reliable operations, developing strong teams, and creating systems that enable the business to grow sustainably and efficiently.