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Senior Operations Manager
at Fat Llama

go back to Ops and Finance Jobs
  • London
  • fulltime
  • ₤35000 - ₤40000 per year

Confirmed - The role is still hiring despite coronavirus

We are looking for a motivated and enthusiastic Senior Operations Managers to join the team immediately. This is an exciting and hugely diverse role that sits across our core Operations functions of Customer Experience, Security Verification, and Resolutions.
The Senior Operations Manager (SOR) will work with the Head of Operations to create, launch, and optimise efficiencies across the three main functions of the Operations organisation. The SOR will help set set team targets, and be responsible for motivating and working frontline with the team to achieve the targets. In addition, the SOR will take the lead on implementing operational functions for new business partners as we launch new products. This role requires strong communication and organisational skills, as well as the ability to work quickly and comfortably in a chaotic and fast-paced environment. We're building operations as we build our products, so the ability to switch contexts and pivot quickly is key.
This role is ideal for someone with several years of experience in Operations looking to gain incredible leadership experience at a fast-paced startup.
The Role
  • Manage the end-to-end customer operations to ensure that all rentals go smoothly and every customer has an exceptional Fat Llama experience. This includes working across three main areas of Operations (Customer Service, Verification, Resolutions), and involves everything from setting strategy to working frontline customer support if required to ensure that the operations run smoothly.
  • Work directly with the Head of Operations to plan out and implement new operations processes for the launch of new products and partnerships.
  • Manage Operations Team members, supporting them to set and work towards their goals. Organising team events to keep up morale and encourage a positive work place.
  • Responsible for regularly reviewing operations data and helping to set team targets. Can write key SQL queries and maintain the integrity of the operations data and dashboards.
  • Liaise with the Product team to keep them abreast of product feedback and requirements, as well as real time issues. Representing the customer needs and proposing the best way to tackle them.

About You

  • 3+ years experience in operations.
  • A degree from an accredited university.
  • Experience managing a team members.
  • Intermediate SQL skills.
  • Very strong organisational skills.
  • You are highly driven, hard-working, and very determined.
  • You take pride in your work and have a high standard for anything you do.
  • Outstanding people and communications skills.
  • Proven experience multitasking, enjoy being busy and thrive under pressure.


  • Competitive equity package.
  • Partial remote option.
  • Office location in trendy Shoreditch, London.
  • 36 days of holiday a year (28 days + Bank holidays).

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