Operations Manager

I lead regional operations across three delivery sites in Swansea, Exeter, and Plymouth, managing three site managers, more than 100 drivers, approximately 12,000 parcels daily, and over £6 million in annual revenue. During the 2022 peak, I managed nine sites, nine site managers, and more than 270 drivers.

I oversee delivery quality, workforce planning, recruitment, operational procedures, performance reporting, and critical escalations with Amazon and internal teams. I improved Swansea's Amazon performance score from 49% to 91% in six weeks, created a returns process that eliminated recurring lost-parcel failures, introduced API-driven driver bonus payments, and developed live-data forecasting for driver pace and route completion.

I founded NEXUS DSP as a B2B SaaS platform to automate driver-level performance analytics, coaching workflows, compliance tracking, and reporting for delivery operators. I designed and delivered the product independently, covering product specification, development direction, releases, user onboarding, and support.

I use an AI-first engineering workflow, directing parallel Claude Code agents through detailed specifications while applying reviews, automated testing, and release controls. The production platform includes a 65-table database, more than 230 data-security policies, over 200 automated test files, Stripe subscriptions, API integration with a workforce platform, nightly synchronization of more than 1,700 driver records, Cyber Essentials certification, ICO registration, and EU data hosting.

I managed daily delivery-site operations in South Wales, scaling the operation from seven to 64 daily routes and from three to 97 drivers by the end of 2020. I managed more than 90 drivers and five team leads, including peak shifts handling up to 11,000 parcels.

I planned shifts and capacity against volume forecasts, exceeded the annual volume forecast by 10%, and worked with Amazon management on driver safety. I joined the organisation as a delivery driver in June 2019 and was promoted to On-Site Manager within five months.

I managed day-to-day planning for an EU cross-border lorry fleet in Craiova, Romania. I allocated import and export loads to maximise vehicle utilisation, maintain schedules, and support service-level performance.

I prepared driver schedules while controlling payroll costs, monitored operational data to identify and resolve delays, managed key customer accounts, and trained the planning team.

Bachelor's Degree in Accounting and Management Information Systems.