Service and Partner Performance Manager

Job Advert Summary

Join Woolworths, a leading South African brand committed to excellence and transformation, as a Service & Partner Performance Manager based in Cape Town, Western Cape. In this pivotal role, you will oversee service performance management, ensuring all partners meet SLAs and standard operating procedures to drive operational excellence. You will manage relationships across service providers, operations, supply chain, and transport partners, while handling asset and equipment management. You will be responsible for risk and compliance relating to fulfilment assets and lead continuous improvement initiatives through data-driven analysis and process optimisation. Strong leadership skills are essential as you enable and train your team, coordinate business reviews, and implement regular audits to ensure compliance.

Candidates should possess a relevant degree or diploma, 5-8 years' experience in service or operations management, and online fulfilment expertise. Woolworths offers a dynamic workplace focused on growth, innovation, and diversity.

Apply now to be part of a company that values your contribution and commitment to transformation.

Minimum Requirements

• Relevant degree or diploma.
• 5–8 years’ relevant experience in a service, distribution, or operations management role.
• Relevant experience in online order fulfilment.
• Retail e-commerce experience will be advantageous.
• Strong customer service orientation with a focus on delivering consistently high-quality customer outcomes.
• Excellent analytical and data-driven problem-solving capability.
• Demonstrated experience in process optimisation and continuous improvement.
• Strong relationship-building and team collaboration skills.
• Effective verbal, written, and presentation communication skills.
• Ability to manage competing priorities and perform effectively in a fast-paced environment.
• Strong planning, organising, and execution capability.
• Proven stakeholder management and influencing skills across cross-functional teams and external partners.
• Experience leading and managing diverse teams.

Duties and Responsibilities

• Lead service performance management across all partners, ensuring consistent adherence to standard operating procedures and agreed service standards.

• Develop and manage effective working relationships with internal and external stakeholders, including service providers, store operations and commercial teams, the customer service centre, supply chain, online IT, transport partners, and packaging and equipment suppliers.
• Oversee SLAs with service providers to ensure operational excellence, service consistency, and accountability for agreed performance outcomes.
• Take accountability for fulfilment assets, equipment, and uniform management to support efficient day-to-day operations.
• Ensure risk, compliance, and asset management requirements are executed effectively, including OHASA-related controls for fulfilment equipment and infrastructure such as totes and scanners.
• Develop daily, weekly, and monthly performance reporting to support KPI management, productivity measurement, benchmarking, and continuous improvement initiatives such as exception reporting, root cause analysis, and service performance reviews.
• Coordinate post-peak reviews and quarterly business updates with management and store teams to assess performance, identify opportunities, and align on improvement actions.
• Enable service teams through regular training, upskilling, and the provision of appropriate tools, systems, and resources.
• Drive process optimisation and continuous improvement across all online fulfilment processes to enhance efficiency, compliance, and customer service.
• Develop and implement regular online fulfilment store audits to measure compliance, identify gaps, and support operational excellence.