Operations Manager

1000Farmacie is Italy’s leading e-pharmacy marketplace, serving over 1 million customers through two fulfillment centers in Milan and Naples.

We are looking for an Operations Manager with a strong background in logistics and fulfillment , reporting directly to the COO . This is not a role where you simply manage existing processes. We expect you to challenge them, improve them and build better ones, using data, automation and AI wherever they make a real difference.

You will lead three managers (the Warehouse Managers in Milan and Naples and the Customer Service Team Lead ) and, through them, an organization of over 55 people . You will combine leadership with hands‑on execution, building a culture of ownership and high execution standards.

What you will do

• Work with the COO to improve the company’s operational performance and scalability
• Lead the two Warehouse Managers and improve KPIs: cost per order, productivity, capacity, lead times and quality
• Standardize best practices across Milan and Naples, spending time on site to fix bottlenecks firsthand
• Design new processes and SOPs, and redesign the ones that no longer scale
• Plan capacity for peaks and campaigns

Customer Service

• Manage and coach the Customer Service Team Lead, owning KPIs on response times, resolution and customer satisfaction
• Plan staffing based on expected volumes and improve workflows and escalation paths
• Fix the root causes of tickets together with the warehouses, so problems are solved upstream
• Reduce unnecessary contacts through better self‑service and proactive communication
• Lead automation and AI projects across logistics and customer service, from pilot to adoption
• Work with Product & Tech on new features and integrations, with Marketing on campaign forecasting and readiness, and with Ops Analytics to turn data into process improvements

Who we’re looking for

• Operations at heart: you have run high‑volume physical operations, such as warehouses, fulfillment centers or delivery fleets, not just coordinated or advised them
• Leadership & coaching: for you it’s a no‑brainer to lead by example. You know how to manage managers, coach them and help them grow, and your leadership skills will be crucial in this role
• Result-oriented: results, results, results. Yes, we love great results at 1000Farmacie, and we hope you love them as much as we do
• Responsible: you take huge ownership and responsibility for your work, for outcomes and not just activities
• Hands‑on & data‑driven: you dive into the details and use numbers to prioritize and measure results
• Collaborative: you easily build great collaborations with your colleagues and partners, from Product and Marketing to Analytics and Tech
• Tech‑curious: you see automation and AI as practical tools to simplify operations

Requirements

• 4+ years in operations, managing high‑volume physical operations such as warehouses, fulfillment centers, last‑mile delivery or rider fleets (e.g. e‑commerce, quick commerce, retail, 3PL)
• Proven track record of improving operational processes with measurable results
• Experience managing managers or team leads, not only frontline staff
• Fluent Italian and professional English
• Availability for regular travel to Naples

Strong plus: customer service operations; automation or AI tools (LLMs, no‑code); Lean or Six Sigma; capacity planning and forecasting; pharma, multi‑site or scale‑up experience.

What we offer

• Direct exposure to the COO, with real ownership and autonomy over three teams and two sites
• The chance to lead AI and automation adoption across the operation
• A fast‑paced environment where good ideas quickly become projects, and room to grow with the company
• Gross annual salary of €40,000–50,000, depending on experience