Senior Ops Manager -Ecom Fulfilment and Packing

Senior Operations Manager – ECommerce Fulfilment & Packing Operations

Stafford Fulfilment Centre

Salary - £63,000-£69,000 dependant on experience

Hours - 40 per week, standard day shift, but to include 1 late shift per week and 1 weekend in 5

At Pets, our aim is to give the nation’s pets what they need to be at their ball-chasing, tail-wagging best. Because we will not rest until every spaniel has a squeezy toy. Every calico has a cat tree. Every rabbit has a run.

We are motivated to find the best talent in the Logistics & Distribution industry. Right now, we are looking for a Senior Operations Manager – eCommerce Fulfilment & Packing Operations to join our team at our Distribution Centre.

The Role

This is more than an operations role – it’s a senior leadership position with influence across automation, engineering collaboration, and end-to-end fulfilment performance.

You’ll take ownership of the full eCommerce packing and fulfilment operation, leading both automated and manual workflows to ensure every customer order is processed accurately, efficiently, and on time. Whether it's cartonisation, automated packing, or dispatch, you’ll ensure every part of the process runs safely, reliably, and at optimal performance.

Working closely with Engineering, Automation Specialists, and Supply Chain teams, you’ll drive operational excellence, champion lean methodologies, and deliver continuous improvement across throughput, cost control, and customer experience.

Key Responsibilities

• Lead the daily operation of the eCommerce packing and fulfilment areas, ensuring all orders are fulfilled on time and in full.
• Oversee core workflows including pick-to-pack, automated packing, cartonisation, bagging, labelling, and dispatch.
• Partner with Engineering and Automation teams to optimise equipment uptime, reliability, and performance.
• Support root cause investigations and corrective actions for equipment downtime, throughput issues, and quality failures.
• Own key operational metrics including packing accuracy, throughput, labour productivity, cost-per-order, equipment availability, and quality performance.
• Deliver accurate resource planning, labour modelling, and capacity forecasting to meet fluctuating workload demands.
• Drive operational excellence through lean methodology, focusing on waste elimination, process flow optimisation, and standardisation.
• Lead, motivate, and develop a high-performing team, promoting a culture of accountability, collaboration, and continuous improvement.
• Influence operational strategy through performance insights, efficiency enhancements, and customer-focused decision making.

What We’re Looking For

Essential:

• Proven leadership experience within eCommerce fulfilment, distribution, or high‑volume packing operations.
• Strong exposure to automated packing technology and mechanised fulfilment workflows.
• Experience partnering with Engineering teams to improve equipment performance and manage automation upgrades.
• Ability to interpret operational KPIs, engineering data, and financial insights to drive decisions.
• Demonstrated experience applying lean methodology (5S, waste elimination, process mapping).
• Strong understanding of resource planning, workload forecasting, and productivity optimisation.
• Excellent problem-solving skills with a continuous improvement mindset.
• Experience introducing or scaling automation technologies in a fulfilment or DC environment.
• Knowledge of WMS, WES, and automation control systems.
• Experience within a fast‑moving retail or multichannel environment.

Desirable:

• Background in retail or the pet care industry.
• Relevant operational, automation, or continuous improvement qualifications.

What You Will Get in Return

• Attractive rates of pay.
• Annual leave (including Bank Holidays), increasing after 2 years’ continuous service.
• An extra day’s holiday on your birthday.
• Stakeholder pension plan.
• Personal Health Insurance scheme (if enrolled in the pension scheme).
• Life assurance.
• 20% Pets at Home colleague discount after 12 weeks’ service.
• Pets “Treats” voluntary benefits package.
• Annual bonus dependent on performance.

Click here to read our Values & Behaviours
Click here for more details and our benefits

“We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!”