Head of Operations – COO Track

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Over the next 12 months, you will lead the transformation of our operations from a reactive approach to a proactive, data-driven system that enhances efficiency.

• You will serve as the driving force behind our operational excellence, ensuring we meet our commitments to sellers while establishing the automation and team structure necessary for business growth.

• This position merges hands-on operational leadership with strategic insight and a builder's approach.

• You will take a proactive role, which includes creating automations in Claude, spending time in warehouses with the team, and personally addressing customer inquiries rather than just overseeing others.

• Take full ownership of the end-to-end fulfillment process, including warehouse partners, carriers, and customer support, ensuring it operates smoothly at scale.

• Manage our 3PL and carrier partnerships with a disciplined approach focusing on SLAs, scorecards, escalation procedures, and leveraging commercial opportunities.

• Design and implement AI-driven operational workflows using Claude, Make, and Retool, minimizing manual interventions, enabling real-time visibility, and developing automations that build on themselves over time instead of providing one-off solutions.

• Oversee the customer support function, enhance CSAT and inbound contact rates, and develop a team capable of resolving issues before they escalate.

• From day one, take charge of an existing four-person operations team. Stabilize, elevate performance, and expand the team to 6-7 members. Document the operational playbook and create SOPs that facilitate scalability and reduce reliance on the founder.

⛳️ Requirements

• Exceptional management consulting experience is essential. We seek the structured thinking, problem-solving acumen, and pattern recognition that come from a top-tier consulting environment, applied specifically to operations.

• Frontline operator: You will spend time on the shop floor (warehouses), managing customer service tickets, and building automations in Claude. You are not just a manager of managers; you work collaboratively alongside the team.

• AI-native builder: A proven track record of utilizing tools such as Claude, Make, and Retool to create and implement automated operational systems is required. This is a critical requirement, not a mere preference.

• Depth in operations: Direct experience in managing operations within a high-growth setting, with ownership of operational KPIs and a team. Experience in logistics is not necessary; relevant experience in fintech, SaaS, marketplaces, e-commerce, or other operations-intensive sectors is acceptable.

• Proficient in SQL: You should be able to write your own SQL queries to analyze the platform directly. This includes being fluent enough to write joins and aggregations, as well as making necessary corrections in Claude. We will assess this during interviews.

• Startup experience: Demonstrated ability to excel in a fast-paced, ambiguous environment, building processes from the ground up.

• Analytical skills: You leverage data to identify problems, prioritize improvements, and evaluate impact.

• Strong communication skills: Capable of managing external partners and representing operations effectively to the board.

🏝️ Benefits

• Take ownership of significant infrastructure at the convergence of operations, seller experience, 3PL partner management, finance, and engineering, and witness its growth.

• Work closely with the founder in a company that integrates AI-native systems as a fundamental aspect of its operations, rather than treating it as a side project.

• Experience real product-market fit, engage with genuine brands, gain real traction, and tackle a clear operational challenge with ample opportunities for development.

• Secure a position on the Senior Leadership Team from the outset, with a clear trajectory from Head of Operations to COO.

• Opportunity to travel to our warehouse network throughout the UK, EU, and US.

• Enjoy significant growth in responsibilities, career potential, and compensation as the business expands.