Senior Operations Manager

Senior Operations Manager

Location: London (Hybrid)

Salary: Competitive

Permanent

The Company:

A Y Combinator-backed start-up, founded to tackle the biggest challenge currently facing humanity: how to get the world to net zero carbon emissions before it’s too late.

With a mission to help companies understand their impact on the environment and collaborate with them to reduce this impact through a hybrid approach of innovative and sophisticated software solutions and world-class sustainability expertise.

A well-funded, high-growth start-up with substantial funding from various investors, experiencing rapid traction with customers and prestigious global partners.

The Opportunity:

As a Senior Operations Manager, you will be at the forefront of delivering value for the company’s clients. In this role, you will design, manage and optimise the processes for setup and ongoing use of their software by their enterprise clients, including managing third-party resources. You will also implement customer success processes to ensure the company delivers maximum value and captures every pain point and opportunity.

The Team:

You will collaborate closely with all other teams in the company: Their carbon experts, who create their clients’ carbon footprints using their software, product and engineering teams, who build that software, and their commercial team, who own their go-to-market strategy. This role will contribute directly towards the company’s success by informing the product roadmap and ensuring a world-class client experience.

They’re looking for interesting people. If your experience doesn’t quite match all of the points below but you feel you have a lot to offer the team, we’d love to hear from you.

Responsibilities:

• Design, document, and continuously refine service delivery processes for the Implementation of their carbon accounting software
• Manage the utilisation and quality of third-party support that acts as part of those processes
• Design, document, and implement customer success processes to capture client pain points and opportunities
• Monitor and assess the performance of service delivery and customer success processes, identifying areas for improvement
• Act as a bridge between clients and product development, ensuring seamless communication and alignment
• Work closely with the product and engineering team to incorporate updates and new features into service delivery
• Collaborate with carbon experts to ensure a deep understanding of processes and client expectations
• Collaborate with the cross-functional teams to enhance the overall client experience and satisfaction
• Assist in other areas as required for a dynamic early-stage business!

Experience:

• 5+ years of experience in operations, process management, service management or a similar role, preferably at an early stage of business
• Strong background in designing, implementing and owning efficient processes in a fast-paced environment
• Customer-facing experience, such as account management, product discovery or consulting
• Excellent problem-solving skills and ability to think in terms of systems to identify areas for process improvement
• Ability to manage and coordinate outsourced resources, ensuring timely task completion
• Action-orientated – high output with a focus on completion and iterative improvement
• Experience with managing data in a variety of formats – SQL or Python skills are a plus
• Familiarity with software development lifecycle and agile methodologies is a plus

If this role is of interest to you and you would like to hear more about the opportunity, please apply to the ad, or send your CV to holly@weareorbis.com or thomas@weareorbis.com.