The Company We're Octopus Legacy: one of the fastest-growing tech companies in the country, part of the UK's most exciting and best-trusted group, and we have a mission. We're on a path to scale, aiming to become a household name while transforming a long-established industry and helping our customers prepare for, and find support after, death. We can't do it alone, and that's why we're assembling a team of top performers to build with us.

Ready to be part of something big? The Role Our Customer and Bookings teams sit at the heart of the estate planning business unit, guiding people through some of the most important decisions of their lives. As we scale, we need someone to bring operational rigour to how these teams run: how we track performance, where we lose time, and how we get better every week.

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. You won't manage individuals in the teams, but you'll work closely with them day-to-day to understand their pain points and design better ways of working around them. You'll report to the General Manager / Head of Customer, and you'll be expected to hit the ground running.

Key Responsibilities

Implement and manage operations: own the operational engine across the Customer and Bookings teams, from how work flows through the day to how performance is measured, keeping things running smoothly as priorities shift. Build the data and tracking: implement new ways of capturing and tracking data across the teams, so we can see what's working, spot problems early, and make decisions from evidence rather than instinct. Create dashboards and reporting: design and build the dashboards leadership and the teams rely on, turning raw data into clear, actionable views of performance against our commercial and customer targets.

Optimise processes and drive efficiency: work with leadership to redesign processes, cut out waste and lift productivity across the teams, then keep iterating as we learn what works. Understand the frontline: work closely with team members to understand their pain points and the reality of the work, making sure the processes and tools you build actually help them do their jobs better. Move the metrics that matter: develop and optimise the KPIs that directly impact the P L and our customer experience metrics, keeping commercial performance and service quality both firmly in view.

Who Are You? An experienced operator who has managed operations within a customer or sales team, and knows how to bring structure and momentum to a busy frontline function. 3+ years' experience, ideally in a start-up or scale-up environment, so you're comfortable building things that don't exist yet and moving quickly.

Fluent with data: you can design tracking from scratch, build dashboards, and turn numbers into clear recommendations and action. Commercially minded, with a real understanding of how operational metrics connect to the P L and to customer experience. A natural process-improver who instinctively spots inefficiency and knows how to fix it without breaking what already works.

Someone who builds trust with the frontline: you listen well, understand people's pain points, and design with them rather than for them. Comfortable with ambiguity and change, happy to shape a role and its tooling as you go, and to change course as we learn. Organised, decisive and self-directed, able to juggle competing priorities and make quick, sensible calls.