I make systems that survive real users.
Warehouses, support desks and one very bad billing migration. Usually the person who writes the runbook nobody thought was needed until 3am.
Not looking for — Management-only roles with no hands on the system
Location — Remote, with a week on site each quarter — happy to travel more for interim
Notice period — One month
Right to work — Yes, no sponsorship needed
Salary — Happy to discuss a band before we both spend an hour on a call
What I actually do
Process design
Mapping what people really do, then building the version that fits it.
Reporting
Numbers the team trusts because they can see where each one came from.
Fulfilment
Pick, pack, returns, and the carrier relationships behind them.
Incidents
Runbooks, on-call rotas, and post-mortems that don't hunt for someone to blame.
Hiring and training
Built two support teams from one person to fourteen.
Systems
The glue: integrations, migrations, and retiring the spreadsheet everything depended on.
Operations Manager · a logistics start-up — 3 years
Support Lead · a B2B software company — 2 years
Warehouse Supervisor · where it all started — 18 months
The billing migration
40,000 accounts, no downtime, one rollback plan we thankfully never used.
Read the write-upCutting returns handling by half
Not by working faster — by finding the three products causing most of it.
Read the write-upOn-call that people volunteer for
What changed: the rota, the pay, and who was allowed to say no.
Read the write-up“Took over an operation held together by one spreadsheet and three people's memories, and left it running without her. That's the whole job, done properly.”
A former line manager
“The only person I've worked with who wrote the handover document before anyone asked for one.”
A former colleague
Get in touch
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