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Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Your 12-month mission is to transform our operations from reactive firefighting into a proactive, data-driven machine that compounds.
- You will be the engine of our operational excellence: delivering on our promises to sellers while building the automation and team infrastructure that frees the business to grow.
- This role combines hands-on operational leadership with strategic thinking and a builder's mindset.
- You will lead from the front. That means building automations in Claude with your own hands, time in warehouses with the team, and answering customer tickets yourself, not just directing others to do it.
- Own the end-to-end fulfilment process (warehouse partners, carriers, customer support) and make it run reliably at scale.
- Manage our 3PL and carrier relationships with discipline: SLAs, scorecards, escalation paths, and commercial leverage.
- Design and ship AI-driven operational workflows using Claude, Make and Retool, reducing manual intervention, enabling real-time visibility, and building automations that compound over time rather than one-off fixes.
- Own the customer support function, drive CSAT and inbound-contact-rate improvements, and build a team that resolves issues before they escalate.
- Take ownership of an existing 4-person ops team from day one. Stabilise it, raise the bar, and grow it to 6-7 people. Document the operational playbook and build SOPs that make the business scalable and less founder-dependent.
Requirements
What you’ll need- Top-tier management consulting pedigree. We are looking for the structured thinking, problem-solving rigour, and pattern-recognition that comes from a top consulting environment, applied to operations
- Frontline operator: You spend time on the shop floor (warehouses), in the queue (CS tickets), and at the keyboard (building automations in Claude). You are not a manager-of-managers, you do the work alongside the team
- AI-native builder: Proven ability to use tools like Claude, Make, and Retool to design and deploy automated operational systems. This is a hard requirement, not a nice-to-have.
- Operations depth: Direct experience running operations in a high-growth environment, owning operational KPIs and a team. The industry doesn't have to be logistics: fintech ops, SaaS ops, marketplaces, e-commerce, or other ops-heavy domains are all relevant.
- SQL fluency: You write your own SQL queries to interrogate the platform directly. Not "I've seen SQL", fluent enough to write joins, aggregations, and be able to correct Claude. We will probe this directly in interviews.
- Startup experience: Proven ability to thrive in a fast-paced, ambiguous environment, building from scratch
- Analytical rigour: You use data to diagnose problems, prioritise improvements, and measure impact
- Strong communicator: Able to manage external partners and represent operations credibly to the board.
Benefits
Comp & perks- Own meaningful infrastructure at the intersection of operations, seller experience, 3PL partner management, finance and engineering… and see it compound.
- Work directly with the founder in a company that treats AI-native systems as a core way it runs, not a side experiment.
- Real product-market fit, real brands, real traction and a clear operational problem worth solving, with plenty still to build.
- A seat on the Senior Leadership Team from day one, with a genuine path from Head of Operations to COO.
- Travel to our warehouse network across the UK, EU and US.
- Strong growth in scope, career, and compensation as the business scales.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SQLautomationoperational workflowsKPI managementdata analysisproblem-solvingpattern recognitioncustomer supportSOP developmentteam management
Soft Skills
strategic thinkingleadershipcommunicationanalytical rigourcollaborationadaptabilityproactive mindsetcustomer focusteam buildingoperational excellence