Job Description

Laundryheap is a fast-growing, on-demand laundry and dry-cleaning service operating across 13+ countries, built on a simple promise: laundry collected, cleaned, and returned within 24 hours. Our network of driver partners is the engine behind that promise and this role exists to keep that engine running, growing, and improving.

We're looking for a Senior Associate to own the health of our UK driver network end to end, from attracting and onboarding new driver partners, through managing quality and retention, to scaling our e-bike fleet in London.

Our drivers are self-employed partners, so this role is as much about engagement, relationship management, and smart supply planning as it is about process and compliance. You'll be equally comfortable with a spreadsheet full of retention metrics and a welcome call with a new driver, and you'll know when to lean on data versus when to pick up the phone.

The role expectations:

Driver lifecycle & onboarding

• Own the driver acquisition funnel: publish and refresh job ads across channels, and keep the pipeline healthy against weekly supply targets by zone
• Manage the applicant tracking system (Fountain) day to day — screening, stage progression, and pipeline hygiene
• Run welcome calls and deliver a smooth, professional onboarding experience for new driver partners
• Verify and record all onboarding documentation — Right to Work, driving licence, insurance, and vehicle documents (MOT, roadworthiness) — keeping records audit-ready at all times

Quality, retention & performance

• Track, report on, and act on driver quality, retention, and engagement metrics; spot trends and risks early
• Follow up on underperformance with structured, fair interventions that lift service quality and ratings
• Design and run engagement and incentive initiatives that keep a self-employed workforce active, motivated, and loyal
• Offboard driver partners who don't meet compliance, conduct, or service standards — following a consistent, documented process

Vendor & fleet management

• Manage van and bike vendors, with particular focus on sourcing and flexing capacity for B2B projects and contracts
• Negotiate rates and SLAs, monitor vendor performance against them, and hold vendors accountable for vehicle quality and documentation
• Own the B2B fleet cost base, reconcile vendor invoices, flag anomalies, and continuously optimise spend and utilisation

Scaling e-bikes in London

• Help build and scale Laundryheap's London e-bike fleet — vendor sourcing, driver adoption, and training
• Own the operational practicalities: insurance, battery/charging logistics, maintenance cycles, health & safety, and utilisation tracking
• Build the playbook so e-bike rollout can be repeated and scaled to other dense urban zones

Cross-functional & continuous improvement

• Partner with Operations, Customer Service, Product, and Finance on driver-related issues — incidents, complaints, and pay queries
• Handle incident and escalation management (accidents, vehicle damage, no-shows, customer-facing conduct issues) calmly and to resolution
• Feed frontline insight back into Product/Tech to improve the driver app and rating experience
• Continuously improve onboarding, retention, and offboarding processes as the network scales

Metrics you'll own:

You'll live and breathe the numbers that define a healthy network, including: active driver count vs. demand, first-week and first-month retention, driver churn, on-time and completion rates, driver ratings / CSAT, shift acceptance and fill rates, onboarding cycle time, cost per delivery, and fleet utilisation:

• Delays %
• Rescedules %
• Failures %
• Asset Utilization %
• Cancellation %
• Retention %
• Driver ratings
• Driver benchmarking
• Demand fulfillment %
• Cost per task (CPT)
• Time to onboard

Essentials:

• 3–5 years in logistics, last-mile delivery, gig-economy, or fleet operations
• Direct experience managing a self-employed, contractor, or gig workforce at scale
• Strong data literacy, confident building and interpreting dashboards and working in Excel/Sheets
• Vendor management and commercial negotiation experience
• Excellent communication and relationship-building skills across all levels
• Highly organised and self-directed, comfortable owning processes end to end in a fast-paced, high-growth environment
• Right to work in the UK

Desirables:

• Experience with an ATS (Fountain a strong plus)
• Working knowledge of UK self-employment / worker-status considerations in the gig economy
• Experience launching or scaling micromobility (e-bike / e-cargo) fleets
• Familiarity with London delivery geography and urban logistics
• B2B/enterprise operations experience

What success looks like (first 6 months):

• Driver supply consistently meets demand across zones and shifts, with no coverage gaps on key routes
• Measurable improvement in driver retention and quality/rating metrics
• A scaled, well-utilised, and safe London e-bike fleet with a repeatable rollout playbook
• Clean, audit-ready compliance and documentation across the driver base
• Vendor costs optimised with clear SLAs and performance tracking in place