Senior Manager of Platform Operations

• We’re looking for a generalist operator to join the team — someone with sharp judgment, a bias to action, and the instinct to dig into a problem, figure out what to measure, and ship a solution without waiting for instructions. You’ll work across e-commerce, customer experience, data, and operations — owning problem spaces end-to-end from identification through delivery and measurement
• This isn’t a role where you sit in a lane. You’ll move between strategy, analysis, customer insight, and hands‑on building depending on what the problem requires — and you like it that way. You might come from analytics, product management, operations, or something else entirely. Over time, the role may specialise based on your strengths and where the business needs you
• You reach for data before forming an opinion, talk to customers before assuming you understand the problem, and use AI tools to move faster than traditional workflows allow
• Own problem spaces across e-commerce, CX, and operations end-to-end — define success criteria, build dashboards, run analysis, and present actionable reads to leadership
• Dig into customer and operational data to find the problems worth solving, then partner with product and engineering to solve them
• Talk to customers, operators, and support agents to build qualitative context around quantitative signals
• Build prototypes, dashboards, automations, and analyses using whatever tools fit — SQL, spreadsheets, AI tools, lightweight apps. You don’t wait for someone else to build it
• Write things down: frame problems, define ownership, and make next steps obvious so engineers and operators can move faster
• Partner with the data team on metrics definitions, data quality, and self‑service capabilities
• What Success Looks Like:
• Problems found and solved → You consistently spot problems worth solving and drive them to resolution. Example: you notice our cancellation policy is generating avoidable refund volume, analyse the alternatives and their impact, recommend a change, and lead the implementation through to measurement
• Customer signal in the room → Customer feedback, support data, and behavioural signals visibly influence what gets built. You’re the person who brings “here’s what customers are actually experiencing” into prioritisation, backed by data
• Measurement that matters → New capabilities ship with success criteria defined upfront and honest reads after. You tell us what worked, what didn’t, and what to do about it
• Clarity that moves people → When you frame a problem, write a recommendation, or present a post‑launch read, people act on it. Engineers and operators are faster because you made the next steps obvious
• Expanding scope → Over time, you own more because you’ve earned trust through execution. Harder problems come your way because the earlier ones are handled

• Remote friendly / Hybrid work environment
• Healthcare, vision, and dental plans, with generous contributions from the company
• Life and disability insurance
• Paid Parental Leave
• Generous 401(k) Matching
• Flexible Paid Time Off
• Free membership to One Medical Group & Employee Assistance Program
• Annual Professional Growth Budget
• Employee donation matching
• Employee Referral Program
• Work From Home budget
• Pre‑Tax Flexible healthcare spending account (FSA), Dependent Care FSA and Commuter Benefits
• Remote friendly / hybrid work environment
• Generous pension match
• Access to a bespoke Pension scheme
• Complimentary tickets to shows and events
• Employee Assistance Programme
• Healthcare cash plan
• Season Ticket loans
• Birthday off
• Three months of fully paid Parental Leave
• Salary Sacrifice Car Scheme & RAC Membership
• Employee Charity Donation Matching
• Work From Home budget
• Annual Professional Development Budget
• Cycle to work scheme
• Employee Referral Bonus

Qualified candidates must be based in the Greater London area Clear, concise written and verbal communication — you explain the “so what,” not just the “what” using only as many words as necessary5+ years of professional experience with real reps across different types of work. Your background doesn’t need to map perfectly to this role — but you bring the maturity and judgment that comes from having shipped, failed, and…