Head of Operations

📋 Description

• - **Operations Management:** Act as the primary owner for all processes initiated through our platform and oversee their performance. Ensure seamless daily operations and provide an exceptional experience for both customers and mechanics. Be accountable for key metrics such as fulfilment, cost per booking, customer satisfaction, and interactions per booking.

• - **People:** The operations function is a significant component of the business, and you will be tasked with managing, cultivating, and developing a high-performing team. Establish clear expectations, foster accountability, and create an environment that encourages individuals to take ownership of their results.

• - **Process:** You should possess a process-oriented mindset with the capability to build teams and enhance processes for efficient operations that can scale alongside the business.

• - **Automation and AI:** Recognize and implement opportunities to minimize manual tasks through improved tools, automation, and AI. Prioritize practical enhancements that boost speed, quality, and efficiency.

• - **Execution and performance:** Translate strategy into actionable steps and execute them promptly. Spot issues early, prioritize effectively, and take ownership in resolving them. Conduct experiments and implement changes that enhance both operational and commercial performance.

• - **Supply and marketplace health:** Ensure robust supply coverage in critical areas while upholding quality standards. Enhance mechanic engagement, retention, and performance. Collaborate closely with marketing and partnerships to align supply and demand.

• - **Product:** Collaborate with product and engineering teams to enhance both customer and mechanic experiences. Provide clear insights on priorities based on operational impacts and assist in executing changes that alleviate friction and boost performance.

• - **Process and systems:** Take charge of and enhance operational processes to increase efficiency and minimize errors. Assume responsibility for the systems utilized by the operations team, including Zendesk, Aircall, Pipedrive, and others.

⛳️ Requirements

• - **Experience:** Proven experience in managing and enhancing an operational function within a high-growth consumer start-up/scale-up or marketplace organization. Comfortable taking ownership of performance against key operational metrics and achieving measurable improvements.

• - **Leadership:** Exceptional leadership abilities, capable of building trust, establishing clear expectations, and ensuring accountability. Experience in managing teams and nurturing individual development. Comfortable collaborating with stakeholders throughout the organization.

• - **Execution focus:** A strong inclination towards action with a history of delivering results. Able to take ownership, make decisions without complete information, and produce outcomes swiftly.

• - **Analytical:** Demonstrated analytical thinking and decision-making capabilities. Comfortable working with data to diagnose issues and inform actions. Proficient in Excel or Google Sheets.

• - **Systems and AI mindset:** Interest in leveraging tools, automation, and AI to enhance work processes. Capable of identifying practical use cases and executing them effectively.

• - **Process:** Enjoys delving into the intricacies of operations and improving them. Experienced in analyzing, redesigning, and implementing processes that enhance both efficiency and customer experience.

🏝️ Benefits

• **Why ClickMechanic?** Founded in 2012, the company has rapidly expanded to offer nationwide coverage and is supported by institutional investors like 500 Startups and Forward Partners, along with angel investors such as the former CEO of JustEat and Chairman of Treatwell.

• - Fully remote-first working environment

• - Private Health Insurance

• - Monthly Juno points to spend on anything you choose

• - Additional holiday days awarded based on your tenure

• - £500 annual training allowance

• - Plus 4 standard Hubble passes per month (with the option for more if needed), giving you the flexibility to work from shared workspaces whenever you want a change of scenery