Head of Operations – COO Track

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

📋 Description

• Take ownership of the complete fulfillment process involving warehouse partners, carriers, and customer support.

• Oversee relationships with 3PL providers and carriers, focusing on SLAs, scorecards, escalation pathways, and commercial advantages.

• Create and implement AI-driven operational workflows utilizing Claude, Make, and Retool.

• Minimize manual intervention while enhancing real-time operational visibility.

• Manage customer support, improve CSAT and inbound contact rates, and develop a team that resolves issues proactively.

• Lead the current four-member operations team, stabilizing it, elevating performance, and expanding it to 6–7 members within the first year.

• Document the operational playbook and establish scalable Standard Operating Procedures (SOPs).

• Engage in hands-on automation development, spend time in warehouses, and respond to customer inquiries.

• Collaborate strategically with the CEO and Board as a member of the Senior Leadership Team.

⛳️ Requirements

• A background from a top-tier management consulting firm.

• Strong structured thinking, problem-solving capabilities, and pattern recognition developed in a premier consulting environment.

• A frontline operator eager to work in warehouses, manage customer support tickets, and create automations.

• Proven expertise in utilizing Claude, Make, and Retool to design and implement automated operational systems.

• Direct experience managing operations in a high-growth setting, taking ownership of operational KPIs and team performance.

• Proficiency in SQL, including joins and aggregations, with the ability to directly interrogate the platform.

• Demonstrated ability to excel in a fast-paced, ambiguous startup environment and build processes from the ground up.

• Strong analytical skills for data-driven diagnosis, prioritization, and impact assessment.

• Excellent communication abilities to manage external partnerships and represent operations effectively to the board.

• A degree in engineering, science, or a related quantitative field is preferred but not mandatory.

• Previous experience in logistics, e-commerce fulfillment, or supply chain management is advantageous.

• Experience in customer support management, particularly with Zoho Desk (or similar) and Notion, is a plus.

🏝️ Benefits

• Take charge of significant infrastructure at the intersection of operations, seller experience, 3PL partner management, finance, and engineering, and watch it grow.

• Work closely with the founder in a company that integrates AI-native systems as a fundamental aspect of its operations.

• Engage with real product-market fit, established brands, genuine traction, and a clear operational challenge that needs addressing, with ample opportunities for development.

• Hold a position on the Senior Leadership Team from day one, with a clear progression path from Head of Operations to COO.

• Travel across the warehouse network in the UK, EU, and US.

• Experience significant growth in responsibilities, career advancement, and compensation as the business expands.