Live Ops Lead

Role Overview

As an Operations Team Lead, you’ll oversee courier logistics and operational capacity in the Israeli market. This role is central to JET’s growth and success, working closely with multiple teams in a fast-paced, dynamic environment.

Key Responsibilities

• Team Leadership: Provide coaching, mentorship, and performance management through regular 1:1s, feedback, and clear goal-setting. Document performance conversations and ensure accountability while supporting employee growth.
• Day-to-Day Operations: Address operational challenges, escalations, and courier issues quickly and effectively. Keep the team motivated, ensure they have the right tools (TD, ZD, LiveOps, JIRA), and guide them in using these efficiently.
• Collaboration: Work closely with Training, Compliance, and Incident teams to deliver effective onboarding, resolve issues, and improve stakeholder and courier experience. Provide feedback to improve training programs and materials.
• Performance & KPIs: Drive results across key metrics (QA, productivity, adherence, conversion, retention, tenure). Monitor team and business KPIs, analyze data to identify improvement opportunities, and communicate progress to leadership.
• Continuous Improvement: Challenge existing processes, propose and implement efficiency improvements, and proactively address risks. Collaborate with functions like product, tech, marketing, and WFM to optimize operations and courier sentiment.
  
  

• Strong leadership skills with a positive, hands-on attitude
• Fluency in operational processes and performance management
• Ability to thrive in a fast-changing environment and drive results with urgency
• Eagerness to support team growth, embrace feedback, and continuously improve