Trey Callaway Trainor
Chorley,United Kingdom
Summary
An analytical and execution-focused Operations Leader with a proven track record of scaling consumer tech and marketplace businesses through lean, automated processes. I specialize in turning operational strategy into clear actions, bridging the gap between product, engineering, and supply partners to deliver a frictionless, high-quality experience. By taking full ownership of systems architecture (including Zendesk), workflow process design, and AI tooling, I eliminate manual work and empower high-performing, accountable teams. I am highly commercially driven; recently, I led a cross-functional supply chain initiative that improved overall fulfilment and reduced failure demand (interactions per booking) from 4% to 2.2%, while simultaneously driving a 22% increase in global CSAT. I am now seeking a hands-on Head of Operations role where I can drive meaningful, data-led improvements to marketplace health, cost per booking, and scalable efficiency
Overview
14
14
years of professional experience
9
9
years of post-secondary education
Work history
Patient Support Manager
Releaf
Remote
2026.01 - Current
- Marketplace & Supply: Optimised third-party logistics (DPD) workflows, successfully reducing the delivery failure rate from 4% to 2.2%.
- Process & Efficiency: Redesigned operational workflows to eliminate manual bloat, slashing task handling time by 60% and improving SLA from 82% to 93%.
- Systems Ownership: Managed the Aircall and Intercom/Zendesk tech stack, implementing automated data-tracking to reduce 'interactions per booking'.
- Data & Forecasting: Built comprehensive demand-forecasting models from scratch to ensure lean, highly efficient capacity planning as the startup scaled.
- People Leadership: Transformed legacy QA frameworks, fostering a high-accountability, low-friction team culture focused on continuous improvement.
- Execution Focus: Acted as the bridge between product, engineering, and supply partners to deliver measurable operational structure within a 2.5-year-old business.
Operations Manager
EatClub
2025.06 - 2026.01
- AI Tooling & Automation: Architected an AI-integrated performance framework (ChatGPT) and deployed AI analytics (Dialpad), driving a 22% uplift in customer satisfaction within 3 months.
- Execution & Turnaround: Executed a major operational turnaround by redesigning system workflows, slashing resolution times from 7 days to 48 hours and stabilizing SLA at 90%.
- Strategic Scaling: Directed multi-region (AU/UK) operations and capacity planning, successfully scaling the team by 25% to support rapid UK market expansion.
- Cross-Functional Leadership: Partnered directly with the COO to execute operational strategy, rolling out new automation channels and tooling to improve overall business scalability.
- Team Accountability: Built structured KPI and incentive frameworks from scratch to foster a high-ownership, low-friction environment that improved both performance and retention.
Contact Centre Manager
Deliveroo
Manchester, Greater Manchester
2024.08 - 2025.06
- Marketplace & Supply Health: Directed UK supply-side operations managing 10,000+ weekly interactions, taking full ownership of partner onboarding, retention, and account management at scale.
- Automation & Tooling: Built and implemented automated workflows for supply-partner onboarding, significantly reducing manual operational effort and accelerating turnaround times.
- Execution & Performance: Redesigned system workflows and established robust performance governance, driving a massive 50% improvement in SLA compliance.
- Analytical Problem Solving: Leveraged operational data and contact drivers to identify root-cause inefficiencies, executing process changes that improved the overall partner experience.
- Leadership & Accountability: Led a multi-tiered operational team, introducing structured performance management routines to build visibility, consistency, and a culture of high ownership.
- Commercial Strategy: Acted as the senior escalation point for executive-level marketplace issues, balancing strict commercial outcomes with long-term supply retention.
Partner Service Team Leader
Deliveroo
Manchester, Greater Manchester
2022.11 - 2024.08
- Automation & Tooling: Spearheaded the operational rollout of live chat and automated bot workflows, successfully handling high-volume queries and reducing repeat interactions.
- Process & Commercial Execution: Delivered structural process improvements, including fraud prevention enhancements and updated pricing flows, that successfully eliminated upstream contact drivers.
- Data & Analytics: Built and implemented real-time performance dashboards, utilising operational data to improve workflow accuracy and drive daily execution.
- Marketplace Operations: Managed B2B supply-side operations, taking full ownership of SLA, quality, and partner experience metrics to ensure a frictionless platform experience.
- Leadership & Scaling: Designed and piloted a specialised performance framework that was subsequently adopted across the wider operation to drive scoring consistency and coaching effectiveness.
Customer Experience Manager
AO.com
Horwich, Lancashire
2021.08 - 2022.07
- Operational Turnaround: Executed a major performance turnaround, transforming an underperforming operational unit into the second-highest performing team in the business through data-led strategy and culture change.
- Process & Efficiency: Redesigned workflows and eliminated friction points to effectively double team productivity, reducing average task handling time by 4 minutes while simultaneously driving a 15-point increase in CSAT.
- Leadership & Accountability: Built and embedded structured performance and feedback frameworks from scratch, establishing a high-ownership, low-friction environment that improved daily execution.
- Capability Scaling: Designed and implemented targeted operational training pathways, aligning quality metrics with real-world customer outcomes to rapidly accelerate team capability.
- Performance Trajectory: Fast-tracked through three promotions within 12 months in direct recognition of sustained operational delivery, execution speed, and leadership impact.
Assistant Team Manager
AO.com
Horwich, Lancashire
2020.11 - 2021.08
- Process Improvement & Execution: Led continuous service feedback initiatives and root-cause analysis to proactively remove operational blockers and improve end-to-end customer outcomes.
- Workflow Optimisation: Partnered cross-functionally to redesign complex service workflows, significantly improving process accuracy, compliance, and overall handling quality.
- Operational Leadership: Directed daily operations for a 16-person unit, implementing structured capability-building routines to drive strict service consistency at scale.
- Governance & Team Stability: Built and embedded structured operational governance and compliance frameworks, fostering team stability, role clarity, and a low-friction working environment.
Academy Coach
AO.com
Horwich, Lancashire
2020.08 - 2020.11
- Capability Scaling: Designed and executed targeted onboarding frameworks, utilising data-driven development plans to dramatically accelerate time-to-competency for new operational hires.
- Operational Readiness: Partnered directly with senior management to orchestrate seamless cross-functional deployments, ensuring rigorous performance standards were met prior to full operational integration.
- Process Governance: Managed complex compliance workflows and structured documentation, establishing consistent operational standards and minimising organisational risk.
Customer Service Specialist
AO.com
The Parklands, Greater Manchester
2018.07 - 2020.09
- Fulfilment & Process Execution: Managed high-volume order fulfilment and reverse logistics workflows, maintaining rigorous accuracy and quality control standards.
- Performance & SLA Delivery: Consistently executed against strict operational KPIs, balancing rapid task throughput with a frictionless, high-quality customer experience.
- Subject Matter Expertise: Leveraged deep product knowledge to proactively resolve user friction, guiding customer decision-making and driving positive commercial outcomes.
Sales Coach/Customer Service Specialist
E.ON
Horwich, Lancashire
2016.02 - 2018.02
Sales Advisor
Sofology
Horwich, BOL
2014.07 - 2016.02
Sales Advisor
O2
Preston, KEN
2012.11 - 2014.06
Education
Bachelor of Science - Social Science - Politics
University of Central Lancashire
2011.09 - 2014.06
A-Levels - Media Studies - B, Religious Studies - A, Politics - A
Blackpool and The Fylde College
2007.09 - 2009.07
GCSEs - English language - B, English literature - B, Mathematics - B, Business information technology - A, History - A, Religious Education - A, Science - B
Highfield Humanities College
2002.09 - 2007.07
Skills
- Systems & AI Tooling: Zendesk, Salesforce, HubSpot, Power BI, Excel/Google Sheets, Dialpad (AI Integration), Workflow Automation
- Operational Strategy: End-to-End Workflow Optimisation, Service Design, Lean Scaling, CX Strategy, Cross-Functional Execution (Product & Engineering)
- Data & Analytics: Demand Forecasting, Capacity Planning, Resource Management, AI-Supported Insight Analysis, Real-Time Dashboarding
- Marketplace & Supply: B2B Partner Operations, Complex Escalation Management, Marketplace Health, Fulfilment & Service Recovery
- Leadership & Performance: Remote & Multi-Region Leadership, KPI & Incentive Framework Design, Capability Scaling, Operational Governance
Accomplishments
- AI Tooling & Automation: Architected the company’s first AI-integrated performance framework (leveraging ChatGPT and Google Sheets), enabling real-time data insight and scalable, automated governance.
- Operational Turnaround: Executed a major structural turnaround, transforming an underperforming unit into the second-highest performing division in the business through data-led strategy and workflow redesign.
- Process & Efficiency: Slashed task handling time by 4 minutes and reduced backlog resolution time from 120 hours to just 24-48 hours, simultaneously driving a 15% increase in CSAT.
- AI-Driven Analytics: Deployed AI-driven sentiment analysis via Dialpad, successfully identifying root-cause friction and delivering a 22% uplift in CSAT within a 3-month period.
- Execution & Accountability: Scaled overall operational efficiency, doubling key performance metrics and driving a 50% uplift in SLA compliance through robust system redesign and accountability structures.
- Supply-Side Governance: Designed and launched a B2B partner-focused quality framework, increasing supply-side processing accuracy from 80% to 89.6%.
- Rapid Progression: Secured three rapid promotions within 12 months, fast-tracking into senior leadership in direct recognition of execution speed, commercial delivery, and operational impact.
Timeline
Patient Support Manager
Releaf
2026.01 - Current
Operations Manager
EatClub
2025.06 - 2026.01
Contact Centre Manager
Deliveroo
2024.08 - 2025.06
Partner Service Team Leader
Deliveroo
2022.11 - 2024.08
Customer Experience Manager
AO.com
2021.08 - 2022.07
Assistant Team Manager
AO.com
2020.11 - 2021.08
Academy Coach
AO.com
2020.08 - 2020.11
Customer Service Specialist
AO.com
2018.07 - 2020.09
Sales Coach/Customer Service Specialist
E.ON
2016.02 - 2018.02
Sales Advisor
Sofology
2014.07 - 2016.02
Sales Advisor
O2
2012.11 - 2014.06
Bachelor of Science - Social Science - Politics
University of Central Lancashire
2011.09 - 2014.06
A-Levels - Media Studies - B, Religious Studies - A, Politics - A
Blackpool and The Fylde College
2007.09 - 2009.07
GCSEs - English language - B, English literature - B, Mathematics - B, Business information technology - A, History - A, Religious Education - A, Science - B
Highfield Humanities College
2002.09 - 2007.07