Senior Service Provider Operations Manager

The Zalando Logistics department is responsible for managing our European fulfillment network, ensuring seamless end-to-end operational execution and driving continuous improvement across all site operations. As Senior Service Provider Operations Manager (all genders) for our Brunna fulfillment center, you will take full operational accountability for local site delivery. You will bridge high-level strategic alignment with hands-on floor operations, managing the operational, contractual, and technical performance of our third-party logistics provider (3PL). You will interact continuously with local 3PL leadership, Zalando Headquarters, and peers across our international fulfillment network regarding all operational aspects on site, including key technology integrations like the Robotics Fulfillment Center (RFC) project.

• Drive 3PL partner performance and contract execution end-to-end, actively enforcing Service Level Agreements (SLAs) and contractual terms through data-backed reporting and reviews.
• Maintain an active presence on the warehouse floor (Gemba) to understand daily operational workflows, identify bottlenecks, and collaborate directly with site teams to resolve real-time challenges.
• Apply Lean methodologies and continuous improvement tools (such as root-cause analysis and daily pulse routines) to optimize site productivity, quality, and cost efficiency.
• Lead local operational alignment and delivery for site automation initiatives, including active support for the rollout and testing of the Robotics Fulfillment Center (RFC) project.
• Act as the central liaison between Zalando Headquarters and local site leadership to align operational forecasting, capacity planning, and customer service level expectations.
• Oversee operational budgeting and invoice validation processes using detailed insight into day-to-day warehouse activities and driver metrics.

• You bring a minimum 5-8 years of experience in a leadership role within logistics operations, production, or supply chain management.
• You have demonstrated experience managing a large-scale facility ("Big Box") with a strong preference for fulfillment centers, e-commerce warehouses, or manufacturing plants exceeding 20,000 m².
• You possess a proven track record of leading a distributed structure, including direct management of Operations Managers and indirect oversight of a workforce of 200–500+ employees (including temporary staff).
• You have extensive experience in 3PL management, holding partners accountable through active contract execution, SLA enforcement, and key performance indicator (KPI) tracking.
• You demonstrate a hands-on approach to problem-solving with practical experience applying Lean concepts directly on the floor alongside strong data analytical skills.
• You are business fluent in English and Swedish.