Head of Operations
New
C
ClickMechanicMarketplace
Workable locations: United KingdomFull-Time
Salary not disclosed
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Job Details
- Required Skills
- LeadershipArtificial IntelligenceOperations ManagementMicrosoft ExcelCustomer serviceProcess improvementGoogle SheetsZendesk
Requirements
- Experience running and improving an operational function in a high-growth consumer start-up/scale-up or marketplace business.
- Comfortable owning performance against key operational metrics and delivering measurable improvements.
- Strong leadership skills with the ability to build trust, set clear expectations, and hold people accountable.
- Experience managing teams and developing individuals.
- Comfortable working with stakeholders across the business.
- Strong bias for action with a track record of getting things done.
- Able to take ownership, make decisions without perfect information, and deliver results at pace.
- Strong analytical thinking and decision-making skills.
- Comfortable working with data to identify problems and guide actions.
- Confident using Excel or Google Sheets.
- Interested in using tools, automation, and AI to improve how work gets done.
- Able to identify practical use cases and implement them effectively.
- Enjoys getting into the details of how things work and improving them.
- Experience in analysing, redesigning, and implementing processes that improve both efficiency and customer experience.
Responsibilities
- Be the overall owner for all processes once a request is placed via our platform and their performance. Ensure smooth day-to-day running of operations and deliver a high-quality experience for customers and mechanics. Take accountability for key metrics such as fulfilment, cost per booking, customer satisfaction, and interactions per booking.
- Manage, grow, and develop a high-performing team. Set clear expectations, build accountability, and create a low-friction environment where people take ownership of results.
- Build teams and improve processes that work efficiently and that can scale effectively with the business.
- Identify and implement opportunities to reduce manual work through better tooling, automation, and AI. Focus on practical improvements that increase speed, quality, and efficiency.
- Turn strategy into clear actions and deliver them at pace. Identify issues early, prioritise effectively, and take ownership of solving them. Run experiments and implement changes that improve operational and commercial performance.
- Ensure strong supply coverage in key areas while maintaining quality. Improve mechanic engagement, retention, and performance. Work closely with marketing and partnerships to balance supply and demand.
- Work closely with product and engineering to improve the customer and mechanic experience. Provide clear input on priorities based on operational impact and help deliver changes that reduce friction and improve performance.
- Own and improve operational processes to increase efficiency and reduce errors. Take responsibility for the systems used by the operations team, including Zendesk, Aircall, Pipedrive and others.
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