This is a full-time, remote role. You will need to be based in the UK and travel to London roughly once a quarter, with more face-to-face time available if you'd like it. You'll also travel across the UK, and occasionally to Europe, to visit customers and service providers. Later in the role, you will travel to our operations in Madagascar and South Africa.

As Loowatt's Founding Service & Operations Lead, you will report to the Head of Product, work closely with the commercial team, and own:

• The end-to-end customer journeys and service design that our sanitation products depend on.
• The end-to-end design and build of the operational engine those services run on.
• The blueprint for operational setup and scaling in existing and for new markets.
• The cost, efficiency and quality of service delivery, and how it holds up at scale.
• The operational data and insights that shape future product decisions, so that our hardware reduces the cost of running our services and improves the experience of those using them.

In practice you will

• Learn the business by running and owning the ZenLoo service end to end, from managing orders, fulfilment, customer onboarding and ongoing support to building out the waste collection network.
• Turn what you learn into customer journeys, service specifications, workflows and operational systems.
• Build the repeatable systems, processes, tooling and automation that let the service run without you.
• Learn how our B2C sanitation services work on the ground in Madagascar and South Africa.
• Apply the principles proven on ZenLoo to design their customer journeys, service specifications, workflows and operational systems.
• Build the operational layer those services need to run and scale, including service management, asset tracking, customer payments and communications, and impact measurement.
• Create blueprints for ZenLoo and our B2C sanitation services that new markets and operators can run from, so that each launch is faster than the last. These blueprints are how Loowatt scales.

Examples of what great looks like in your first 6 months

• You are running the ZenLoo service end to end yourself, and know every step, cost and failure point first hand.
• SOPs exist for ordering, fulfilment, waste collection, customer support and aftersales, written so that someone else could follow them tomorrow, or better still run without them.
• The ZenLoo service blueprint and operational engine are mapped, the main sources of manual effort identified and automated away, and cost to serve measured.
• SLAs agreed with multiple UK waste collection providers.
• You are ready to visit our Madagascar and South Africa subsidiaries, to learn and iterate on your operational blueprint for the emerging markets B2C sanitation service.

Ideal candidate profile

Who you are

You don't need to be a seasoned operations veteran. You might be a few years into your career, but you're driven, ambitious and hungry to grow into the role. You roll up your sleeves without ego, fix problems before anyone asks, and build with people, not for them. You're humble enough to learn from others, confident enough to speak up, and genuinely motivated by social and environmental impact.

Must haves

• Experience working in or running a business that delivers physical products or services, getting hands-on with the operational reality, and the technical confidence to learn how a product works inside out, from installation and servicing to troubleshooting faults in the field.
• Evidence of building something without a playbook. This could range from automating your own workflows to building a function from scratch.
• Demonstrable technical literacy across workflow automation platforms, no-code databases, connecting tools together and AI, with a pragmatic view of where AI helps and where it doesn't.
• Commercial acumen and data fluency. You're confident with spreadsheets and structured data, keen to engage with how the business model works (costs, margins, cost to serve, unit economics) rather than only how the process runs, and able to turn numbers into decisions.
• Evidence of designing services with customers and users in mind, such as mapping customer journeys, spending time where the work actually happens, designing around real-world constraints, and measuring the difference it made to the people using it.

Nice to haves

• Hands-on experience running a B2C subscription service built on last-mile logistics, such as meal kits, home delivery, LPG or water distribution, waste collection, laundry, or off-grid and PAYGo utilities, including designing operations and tooling for field teams.
• Experience productising an operating model and replicating it in new sites or markets, such as through a franchise manual, an operator playbook or a service model adopted by a third party.
• Experience managing suppliers and logistics partners, including structuring and negotiating service level agreements and handling international shipping.
• Experience with inventory and stock management, including forecasting, stock control and procurement.
• Experience of operations in emerging markets, or of working across different cultures. French language skills are a bonus (useful for Madagascar).

How to apply

Candidates are requested to upload a CV and covering letter and answer a short questionnaire at the link below. If you have come via Jumpstart, please apply through the Jumpstart platform.

The recruitment process includes three interviews, which will require around 2.5 hours of in-person and/or virtual meetings, and 2 hours of preparation for those shortlisted after the first interview.