Operations Lead

Responsibilities:

Operational Leadership and Execution:

• Own and manage day-to-day operations across the platform
• Ensure smooth execution of key business flows: Customer experience, Designer experience, Order and fulfilment processes
• Identify operational gaps and implement solutions quickly

Team Management and Structure:

• Manage operational teams: Customer Experience, Designer Experience, Technology Operations
• Ensure clear roles, responsibilities, and accountability across teams
• Drive performance through structured check-ins and reporting

Process Design and System Building:

• Design and implement clear operational processes and SOPs
• Build systems that improve efficiency, reduce errors, and support scale
• Standardise workflows across teams to ensure consistency

Performance Tracking and Reporting:

• Establish and track key operational metrics
• Provide regular reporting on: Performance,Issues, Operational risks
• Translate insights into actionable improvements

Cross-Functional Coordination:

Work closely with:

• Product / Engineering (for issue resolution and improvements)
• Finance and Operations Analyst (for financial discipline)
• Ensure alignment between teams and smooth execution across functions

Issue Management and Escalation:

• Act as the central point for operational issues
• Prioritise and resolve problems efficiently
• Escalate critical issues with clear context and solutions

Requirements:

• Bachelor’s degree in Business, Operations, Engineering, or related field
• 4–7 years of experience in operations, business operations, or startup environments
• Proven experience managing teams and driving execution
• Strong organisational and problem-solving skills
• Ability to build processes from scratch and improve existing systems
• High level of ownership and accountability
• Experience in a marketplace, e-commerce, or tech platform
• Experience in a high-growth startup environment
• Strong understanding of operational metrics and performance tracking
• Ability to work in fast-paced, evolving environments

What Success Looks Like (First 3–6 Months)

• Clear and structured operations system implemented
• Teams operating with defined roles and accountability
• Significant reduction in operational inefficiencies and delays
• Improved customer and designer experience
• Reduced dependency on CEO for day-to-day execution