Head of Operations

About the Role

We are a rapidly expanding online services company seeking a Head of Operations to fully own and lead the operations function end-to-end. This leadership role involves hands-on involvement in building, executing, and refining operational processes rather than just supervising. You will collaborate closely with the CEO and Head of Marketing while overseeing our remote customer service team.

Key Responsibilities

• Lead and manage all aspects of operations including processes, systems, tools, and daily execution.
• Ensure timely progress and delivery of the product roadmap by coordinating priorities and removing obstacles.
• Supervise and grow the offshore customer service team, focusing on service quality, SLA adherence, staffing, training, and handling escalations.
• Develop company reporting frameworks such as KPIs, dashboards, and regular performance reviews for leadership.
• Work alongside the CEO to translate strategic objectives into actionable operational plans.
• Collaborate with the Head of Marketing to align operations with business growth, manage capacity, fulfilment, and enhance customer experience.
• Create and maintain Standard Operating Procedures (SOPs), automate repetitive workflows, and drive continuous operational improvements.
• Manage relationships with vendors and tool providers including evaluation, negotiation, and ongoing administration.
• Proactively identify potential operational risks and bottlenecks and implement solutions before escalation.

Candidate Profile

• Resides in the United Kingdom or elsewhere in Europe.
• Demonstrated leadership in operations within a fast-growth online business (roles such as Head of Operations, Chief of Staff, or Operations Manager).
• Hands-on approach with a willingness to engage deeply in operational details rather than only delegating tasks.
• Experience managing remote or offshore teams, preferably in customer service environments.
• Strong analytical abilities to build reports, interpret data, and implement actions based on insights.
• Familiarity with working alongside product teams to manage roadmaps and coordinate cross-functional efforts.
• Highly organised, processes oriented, and self-driven within a lean team setting.
• Background in travel, e-commerce, or other high volume consumer online service sectors would be advantageous.

Compensation and Benefits

• Competitive base salary complemented by performance-related bonuses.
• Fully remote position within UK or Europe.
• Direct involvement with the CEO allowing for significant ownership and minimal bureaucracy.
• Working in a rapidly growing business where your contributions have immediate impact.