Operations Delivery Manager (Value Added Services) - Fulfilment / 3PL

About THG Ingenuity

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment. Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.

VAS Manager

Google Account — THG Ingenuity

Reports to: Head of Department | Location: Omega, Warrington

Role Purpose

The VAS (Value Added Services) Manager is a dedicated role established to own the day-to-day management of Value Added Services for the Google fulfillment account. This role exists to close that gap: someone strong enough on the THG side to interpret Google\'s SOPs, and to trial, test, train and plan the resource required to execute against them, while owning QA in line with Google\'s requirements.

Key Responsibilities

• Own end-to-end delivery of Value Added Services (VAS) for the Google account, including kitting, packing, quarantine handling and returns/shipback processes.
• Interpret Google\'s Standard Operating Procedures (SOPs) and translate them into workable warehouse processes at the Omega site.
• Trial and test new or amended VAS processes ahead of go-live, identifying and resolving operational bottlenecks before they affect the client.
• Design and deliver training for warehouse teams so VAS processes are executed consistently and to Google\'s quality standard.
• Plan and manage the resourcing required to deliver VAS workload, including forecasting headcount needs against volume.
• Own quality assurance (QA) for VAS activity in line with Google\'s requirements, including disposition and shipback of quarantined/blocked stock (e.g. Ship Back to Contract Manufacturer processes).
• Coordinate cross-border shipback and return-to-vendor shipments, including Commercial Invoices, Packing Lists, serial number reconciliation and Incoterms compliance (e.g. FCA Door Delivery).
• Act as the day-to-day operational point of contact for Google\'s EMEA Fulfillment and Global Ops Sustaining teams, and for the relevant Contract Manufacturers, on VAS-related matters.
• Maintain accurate documentation and reporting to support billing and commercial reconciliation of VAS work with Google.
• Flag operational risks, delays or SOP gaps proactively to THG account leadership and to Google stakeholders.

Person Specification

• Experience managing Value Added Services, kitting or similar operations within a 3PL, fulfillment or FMCG/tech distribution environment.
• Strong track record of interpreting client SOPs and converting them into robust, trainable warehouse processes.
• Hands-on experience building and delivering operational training programmes.
• Solid grounding in quality assurance / QA processes, ideally including quarantine, disposition and returns-to-vendor workflows.
• Experience with resource planning and headcount forecasting in a fast-moving operational setting.
• Comfortable working directly with demanding enterprise/tech clients and managing multiple senior stakeholders.
• Working knowledge of export documentation and Incoterms (e.g. FCA), commercial invoices, packing lists and cross-border shipment processes.
• Strong attention to detail and comfortable owning documentation that underpins client billing.

THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven\'t heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.

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