Head of Delivery Operations & Excellence

About the role

The Head of Delivery Operations & Excellence will own reliable day‑to‑day service operations and drive continuous improvement as Rendr and Australia Post expand their 3‑Hour and Same Day delivery services. You will work with operational leaders, delivery partners and internal teams to set standards, improve processes and ensure the organisation has the tools, skills and capacity to support growth.

Key responsibilities

• Own operational service standards, delivery performance and processes for customer support, escalations and incident management.
• Turn the Delivery Experience Scale Programme into a practical plan with priorities, milestones, owners and resource requirements.
• Standardise procedures and playbooks, using performance data, customer feedback and incident reviews to identify and deliver improvements.
• Work with operational leaders on staffing, onboarding, training, coaching and cross‑skilling to keep capacity and capability aligned with growth.
• Partner with Product, Engineering and Data to develop dashboards, operational tools and workflows, and drive automation, self‑service and AI applications.

Required profile

• Significant leadership experience in delivery, customer service, logistics or a technology‑enabled operational environment.
• Demonstrated success improving operations and building processes, systems and team capability to support growth.
• Strong understanding of delivery performance, service level agreements, escalations and incident management.
• Ability to use data to identify problems, prioritise improvements and measure results.
• Practical experience with automation and AI, and working closely with Product, Engineering and Data teams.
• Strong stakeholder management and executive communication skills.
• Experience in last‑mile delivery, e‑commerce, marketplaces or similar real‑time operational environments is highly regarded.

Required skills

• Automation
• Artificial Intelligence (AI)
• Data analysis
• Dashboard development