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Head of Operations
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About the Role
We're a fast-growing online services business looking for a Head of Operations to own the entire operations function. This is a hands-on, high-ownership role — you'll be building, executing, and improving, not just overseeing. You'll work directly with the CEO and Head of Marketing, and manage our offshore customer service function.
What You'll Do
- Own the full operations function end to end — processes, systems, tooling, and day-to-day execution
- Drive execution of the product roadmap: coordinate priorities, remove blockers, and ensure features and improvements ship on time
- Manage and develop the offshore customer service team — quality, SLAs, staffing, training, and escalations
- Build and own company reporting: KPIs, dashboards, and weekly/monthly performance reviews for the leadership team
- Work directly with the CEO on strategic priorities and translate them into executable plans
- Partner with the Head of Marketing to align operations with growth — capacity, fulfilment, and customer experience
- Design and document SOPs, automate manual workflows, and continuously improve efficiency across the business
- Own vendor and tooling relationships — evaluate, negotiate, and manage third-party providers
- Identify operational risks and bottlenecks before they become problems, and fix them
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What We're Looking For
- Based in the UK or Europe
- Proven experience in an operations leadership role (Head of Ops, Chief of Staff, Ops Manager) at a fast-growing online business
- A hands-on executor — comfortable getting into the weeds, not just delegating
- Experience managing remote and/or offshore teams, ideally customer service
- Strong analytical skills — you build reporting, read the numbers, and act on them
- Experience working with product roadmaps and coordinating cross-functional execution
- Highly organised, process-driven, and comfortable with autonomy in a lean team
- Experience in travel, e-commerce, or other high-volume consumer online services is a plus
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Compensation & Benefits
- Competitive salary + performance bonus
- Fully remote (UK/Europe)
- Direct access to the CEO — real ownership, no bureaucracy
- A business in serious growth mode where your work is visible immediately
How to Apply
Apply through LinkedIn. In your application, include a short note on the most complex operation you've owned and one process you improved with measurable results.
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