Business Systems & Technology Operations Lead

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Glassworks London is an independent women’s fashion retailer founded in 2010, operating across retail stores, ecommerce, sourcing, product, marketing and fulfilment. We are building a more scalable, systems-led organisation with clearer ownership, better operating visibility and stronger use of AI-assisted workflows.

THE ROLE

We are looking for a practical, high-agency Business Systems & Technology Operations Lead to turn business problems, manual workflows and founder-held processes into reliable operating systems and implemented technology that people can actually use.

You will take problems from diagnosis and requirements through solution selection, configuration, implementation, testing, rollout, adoption and ongoing improvement across business software, integrations, automation, reporting, access management and AI-assisted workflows. Where deeper technical expertise is required, you will define the requirement, coordinate appropriate external support and retain internal ownership of implementation, technical delivery and system knowledge.

Reporting initially to the Founder / CEO, you will work closely with the Head of Business Operations and functional owners across the business. Functional owners retain their business judgement and outcomes; this role owns the systems and technology enablement around them. Physical device support at UK sites sits with Operations & Facilities.

WORKING PATTERN / LOCATION

Full-time remote role. Applicants may be based outside the UK, including India, South Africa or Eastern Europe, but must work substantially within UK business hours.

KEY RESPONSIBILITIES

• Diagnose business problems, map workflows, handoffs, dependencies and failure points, and translate them into clear system requirements.
• Design clear, usable operating systems, source-of-truth structures, workflows, forms, databases, dashboards, reporting infrastructure and SOPs.
• Research and evaluate technology and vendors against business requirements, cost, usability, integration, implementation effort, support, scalability and risk.
• Configure and implement business systems directly where appropriate, and coordinate specialist vendors, developers or implementation partners where deeper expertise is required.
• Coordinate data structure, mapping, migration, validation and source-of-truth rules.
• Design and implement integrations and automation using APIs, webhooks and appropriate no-code / low-code tools, with clear exception and failure handling.
• Plan and run testing and UAT, including permissions, edge cases, failed integrations and fallback processes.
• Own rollout, user training, adoption monitoring, documentation and post‑launch system improvement.
• Own the process and control layer for company technology and business software, including SaaS inventory, licences, system owners, company domains and hosting, Google Workspace and cloud‑storage administration, permissions, password‑manager governance and joiner / mover / leaver access workflows with HR Operations.
• Build or coordinate reporting and dashboards that support real operating decisions rather than passive reporting.
• Convert appropriate AI‑assisted work into controlled, repeatable workflows with defined inputs, approved context, permissions, human QA and fallback processes, and help teams use approved AI tools effectively.
• Turn founder‑held knowledge, meetings,…