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About the Role

As Customer Operations Manager, you'll implement and manage operations across our Customer and Bookings teams. You'll build the systems, dashboards and reporting that show us what's really happening, then work with leadership to optimise processes, remove friction and drive up efficiency and productivity. The metrics you develop and improve will directly impact both the P&L and our customer experience across the estate planning business unit. This is a hands-on operator role where you'll work closely with teams to understand their pain points and design better ways of working.

Responsibilities

Implement and manage operations across the Customer and Bookings teams, from work flow to performance measurement.
Implement new data capture and tracking methods to identify trends and inform decisions.
Design and build dashboards and reports for leadership and teams, translating data into actionable insights.
Collaborate with leadership to redesign processes, reduce waste, and increase productivity.
Work closely with team members to understand challenges and improve processes and tools.
Develop and optimize KPIs impacting P&L and customer experience metrics.

Requirements

Experienced operator with a background in managing operations within customer or sales teams.
3+ years of experience, preferably in a start-up or scale-up environment.
Proficient in designing tracking systems, building dashboards, and deriving actionable recommendations from data.
Commercially minded with an understanding of how operational metrics relate to P&L and customer experience.
A natural process improver who can identify and fix inefficiencies.
Ability to build trust with frontline teams through active listening and collaborative design.
Comfortable with ambiguity and change, able to shape a role and its tooling.
Organized, decisive, and self-directed with the ability to manage competing priorities.

Skills

Operations Management
Data Analysis
Dashboard Creation
Process Optimization
KPI Development
Customer Experience Improvement
Stakeholder Management

Location

Work from anywhere in the world for up to 4 weeks per year

Work Type

Full-time

Experience Level

3+ years experience

Benefits

Octopus share incentive scheme
27 days holiday + an extra day off for your birthday
Work from anywhere in the world for up to 4 weeks per year
Vitality Health & Life Insurance
Pension scheme
Enhanced parental leave
Free Will & LPAs + discounts on other Octopus services
Cycle to Work Scheme
Electric Vehicle (EV) Salary Sacrifice Scheme
Octopus Giving: matching charitable fundraising up to £500
Octopus Springboard: support for employees to become entrepreneurs
Dog-friendly office
Breakfast every day
Snacks
Wellness activities

About the Company

Octopus Legacy is one of the fastest-growing tech companies in the country, part of the UK's most exciting and best-trusted group.
Our mission is to transform a long-established industry and help customers prepare for, and find support after, death.
We are assembling a team of top performers to build with us.
Octopus Legacy is the place to plan for death and find support after loss.
We take cold processes like wills and life insurance and turn them into something more human.
Founded by Sam after his mum died suddenly, we are a group of people who work in death because we've been affected by it.
We see a world where people talk openly about death and work out the real meaning of legacy.
We are committed to creating an inclusive environment.

Equal Opportunity

Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.