Greenspoon is an online supermarket in Kenya. We deliver groceries to customers through express and scheduled deliveries. We are building East Africa’s largest online supermarket, with service and quality that customers can rely on.
We care about our customers, suppliers, employees and the environment. Our values are honesty, quality and impact. As we grow, we need people who take responsibility, think clearly and make the work easier for the next person.
Role
You will help run and improve our warehouse, picking, packing and delivery operations. Working with team leads, you will help get the right products picked, packed and delivered to the right customer at the promised time, at a sustainable cost.
You will support daily execution, develop people and lead improvements across the order journey. This requires understanding how each part of the operation works and how decisions in one area affect the next.
Purpose
More orders mean more pressure on people, space, stock availability and delivery capacity. We need operations that work consistently across shifts and locations, including on Sunday evenings, during rain and when a supervisor is away.
We want someone who can strengthen daily execution while fixing the processes behind recurring problems.
Responsibilities
- People. Help hire, train and mentor operational teams. Work with a team leads to clarify responsibilities, develop future leaders and address underperformance fairly and promptly.
- Capacity. Match staffing, equipment and delivery coverage to demand. Help teams prepare for busy periods, absences, and breakdowns.
- Warehouse. Work with the warehouse team to improve receiving, put-away, replenishment and inventory accuracy.
- Picking and packing. Improve picking accuracy, packing quality, productivity and order readiness. Reduce missing items, damage and delays. Ensure product handling and cold-chain standards are followed throughout fulfilment.
- Delivery. Work with logistics teams to improve dispatch, routing, batching, waiting times and handovers. Ensure order status updates reflect what actually happened and that capacity supports promised delivery times.
- Customer experience. Investigate late orders, incomplete orders, damage and complaints across the order journey. Work with Customer Service and operational teams to address the causes and prevent repeat failures.
- Cost. Improve labour productivity and control operating costs. Test new ways of working against service, reliability and cost.
- Processes and tools. Find the causes behind recurring problems. Lead improvements to workflows, controls and operational apps. Work with Product, Tech and Data to test and introduce changes, then check that teams use them and that they improve results.
Approach
- Stay close to the floor. Observe receiving, picking, packing and dispatch. Follow orders through the operation and speak with the people doing the work. Check what happens in practice.
- Set clear priorities. Use daily targets, short check-ins and proper shift handovers. Give each action an owner, a deadline and a clear test of whether it is finished.
- Work across teams. Help team leads resolve issues at handovers and make decisions that improve the whole order journey.
- Develop people through regular feedback, coaching and training. Delegate with clear expectations and check progress. Help build teams that can make sound decisions.
- Use data to spot patterns, question assumptions and test causes. Compare results with targets and previous periods. Explain what the numbers mean and what should change.
- Make considered decisions without waiting for perfect information. Be clear about risks, check the result and change course when needed.
- Close the loop. Verify that improvements work across shifts and continue to work over time. Raise blockers, mistakes and missed commitments early, with a proposed next step.
Requirements
- Proven experience leading operations in fulfilment, warehousing, retail, e-commerce or logistics, with measurable improvements in service, cost and team performance.
- A practical understanding of warehouse, picking, packing and delivery operations. You can identify where work gets stuck and improve how teams work together.
- Strong leadership. You can hire well, coach people, hold standards and make difficult decisions without avoiding the conversation.
- Strong analytical skills. You can work with operational data, investigate discrepancies, separate symptoms from causes and turn evidence into action.
- Clear communication and practical problem-solving. Frontline teams, supervisors and colleagues in other functions can understand and trust you.
- High energy and adaptability. You stay calm when plans change and follow through when the work becomes difficult.
- Low ego and commercial judgement. You accept feedback, own mistakes and connect operational decisions to customer experience and profitability.
Expectations
- Judge your work by the team’s results. Being busy or personally rescuing every shift is not enough.
- Face the facts. Flag failures early, take responsibility and act quickly to put things right.
- Reduce the margin for error. Support training with processes and controls that prevent mistakes or flag them early.
- Understand the whole operation. Follow problems across team boundaries and help resolve them.
- Prioritise and finish. Solve the problems that matter most, remove repeated work and verify that fixes last.
Success
After a year, warehouse, picking, packing and delivery performance is more consistent across shifts and locations. Teams have clearer responsibilities, stronger supervisors and better handovers. Orders move through the operation with fewer delays, errors and preventable complaints.
Productivity improves and costs are controlled. You can show which results improved, what you changed and why the improvement lasted.