Gladys
Operations Executive
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Operations Executive (HealthTech – Remote, UK-Based)
Full-time | £30,000–£38,000 per annum, plus performance-related bonus and options | Remote with occasional visits into London
About Gladys
Gladys is transforming the way support is delivered to people in their homes in the UK. We pair older and vulnerable people with brilliant local carers and helpers. This is the first ethical gig economy in care with a mission to achieve better outcomes for vulnerable adults and the people who care for them.
Why?
Everyone knows that adult social care in the UK is broken. 30,000 people die EVERY year without getting the necessary help. Buying services is expensive and confusing. Carers get a terrible deal too. The average carer is paid LESS than minimum wage for a hard job, with little recognition. And, no surprise, most carers are women responsible for young children.
How we support vulnerable people will be a key social and political issue over the next decade. It connects to front-line NHS services and the families who become unpaid carers for their loved ones when the system fails.
This is a uniquely ‘female’ problem. Most carers are women who themselves have caring responsibilities for children or their own relatives. They are generally from poorer backgrounds, living from paycheck to paycheck. It is overwhelmingly daughters, with their own careers and families, who carry the responsibility of caring for and arranging care for their own loved ones. We meet so many women who carry the weight of the world on their shoulders. And Gladys is a small part of trying to make life easier for them.
Did you know that the value to the UK economy of unpaid carers (mostly female relatives) is even larger than the entire cost of running the NHS? So the families that we support are literally propping up our economy - unpaid. They could do with a hand finding excellent help!
How?
We are mission-driven to help families find the right support for their loved ones for less (at least 25%). We are disrupting the care industry by attracting the most talented support with great pay, championing from the office team and support from their peers. We are proud to pay carers 70% more than care agencies. We use technology to reduce the cost of providing the service and pass those benefits on to carers and families.
What we need
We are growing fast (3x in the last 12 months) and looking for a warm, organised and commercially sharp Operations Executive to join our growing team. This role sits at the centre of the relationship between our families and our carers. You will own the client journey end-to-end, keep care arrangements running smoothly, and ensure both sides feel looked after. It is a relationship-led role with real operational teeth, and there is plenty of scope to get involved across the wider business as we scale.
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What you'll be doing day to day 📅
- You will be the friendly, dependable face of Gladys for our families and carers from day one. This is a people-first role, so you will spend a lot of your time on the phone and in conversation, building trust and solving problems quickly.
- Owning relationships with families and clients from first enquiry through to ongoing care, acting as their main point of contact and making sure they always feel supported.
- Managing the full client journey: onboarding new clients, coordinating introductory visits, following up after intros, and running regular check-ins to keep arrangements healthy.
- Building strong, lasting relationships with carers: briefing them properly before visits, keeping them engaged and supported, and championing them as the heart of what we do.
- Monitoring active care arrangements to ensure both clients and carers alike are happy.
- Driving client experience improvements that reduce cancellations and churn, and turning feedback into practical changes.
- Handling the day-to-day operations that keep care running: scheduling support, billing admin, and keeping accurate records across our systems.
- Using and maintaining a range of digital tools and platforms, including:
- Slack, Notion, and Google Meet for team collaboration and communication
- Xero & GoCardless for financial admin and invoicing
- WhatsApp for client communication and campaigns through our proprietary tools
- Webflow for managing updates to our website (posting things like job updates etc.)
- Gladys Hub for internal service delivery and operational performance tracking and AI agents
- Pitching in on projects that improve operations and the client experience, and turning your hand to whatever the business needs as we grow.
There is a broad range of tasks here, and you will get to grips with the beating heart of the organisation. This is a great fit if you like variety, enjoy looking after people, and want ownership of the relationships that drive the business.
Why should you not apply 🚧
We are a small team where everyone pulls in the same direction to achieve our shared goals, commercial and mission. If you see work as a 9-to-5, or prefer to spend your time on strategy rather than execution, this is not the role for you. Every member of the team has learned the business from the ground up, and the same expectation would apply to you. If the founders can roll up their sleeves, then the entire team is expected to follow suit - no matter how small the job.
We're looking for someone who 🔍
- Has some experience in a client-facing, relationship management, customer success, account management or operations role, ideally in a startup or similarly fast-paced environment.
- Is genuinely brilliant with people: warm, patient and able to build trust quickly with families and carers alike.
- Communicates clearly and confidently on the phone and in writing. You will be one of only a couple of faces in the business, so this is critical.
- Is highly organised, dependable and comfortable juggling multiple relationships and workstreams at once.
- Shows real compassion, particularly with the vulnerable families we support.
- Learns quickly and enjoys working with modern digital tools and systems (we don't need to prompt you to use tools like this).
- Is willing to get stuck into Operations, Client Experience, Recruitment and Marketing to support other team members.
- Has a strong sense of purpose and wants to make a difference in improving the lives of others.
- Has the right to work in the UK.
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It'd be a huge bonus if you have…
- Experience in customer success, account management, hospitality, care, or another high-touch relationship role is a plus, but mindset, energy, empathy and clarity of communication are what matter most. We are rewriting the rulebook as we go, so care sector experience is NOT necessary.
- Understanding of regional geography outside of London. We work across the South West of the UK, so knowing the difference between towns and cities in Somerset, Dorset, Hampshire and along the South Coast will be a real help, but is not essential.
What we're offering you in return
- £30,000–£38,000 per year, performance-related bonus and options
- In-person onboarding followed by remote working once you know the ropes
- 28 days’ holiday
- Equipment provided (laptop, phone, etc.)
- Shape the future of an early-stage, fast-growing company with huge social impact.
- The chance to work with some of the sector's leading experts in care and SaaS.
- A warm and supportive team to work with. An open book in terms of learning the ins ad outs of the business. Close contact with the founders.
Who you'll work with
You'll report directly to Ellie one of our Operations Managers, and work closely alongside the wider operational team. You'll also collaborate with the wider Gladys team across product, care and support. Our Head of Product is an ex-Googler and an exited founder who sits on AI advisory boards in Europe.
How to apply
If this sounds like you, we'd love to hear from you. Please send a CV and a short note on why you'd be a great fit to alex@gladys.care before we open applications more widely.
We're committed to building a diverse and inclusive team. If you need any adjustments to take part in the recruitment process, just let us know.
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