Head of Operations

We’re seeking an organised, analytical, and execution focused Head of Operations to lead and optimise the day-to-day running of our business operations, including Customer Service, Mechanic Operations, and the AutoTech team.

This role owns execution across our marketplace once a booking is placed, ensuring we deliver a reliable, efficient, and high-quality experience for both customers and mechanics. You’ll work closely with the Director of Operations to execute against the company’s operational strategy, while taking full ownership of delivery, performance, and team leadership. This is a hands-on role for someone who can move quickly, take ownership, and drive meaningful improvements.

• Operations Management: Be the overall owner for all processes once a request is placed via our platform and their performance. Ensure smooth day-to-day running of operations and deliver a high-quality experience for customers and mechanics. Take accountability for key metrics such as fulfilment, cost per booking, customer satisfaction, and interactions per booking.
• People: The operations function represents a large part of the business, and you’ll be responsible for managing, growing, and developing a high-performing team. Set clear expectations, build accountability, and create a low-friction environment where people take ownership of results.
• Process: You will need to be someone that is process driven and has the ability to build teams and improve processes that work efficiently and that can scale effectively with the business.
• Automation and AI: Identify and implement opportunities to reduce manual work through better tooling, automation, and AI. Focus on practical improvements that increase speed, quality, and efficiency.
• Execution and performance: Turn strategy into clear actions and deliver them at pace. Identify issues early, prioritise effectively, and take ownership of solving them. Run experiments and implement changes that improve operational and commercial performance.
• Supply and marketplace health: Ensure strong supply coverage in key areas while maintaining quality. Improve mechanic engagement, retention, and performance. Work closely with marketing and partnerships to balance supply and demand.
• Product: Work closely with product and engineering to improve the customer and mechanic experience. Provide clear input on priorities based on operational impact and help deliver changes that reduce friction and improve performance.
• Process and systems: Own and improve operational processes to increase efficiency and reduce errors. Take responsibility for the systems used by the operations team, including Zendesk, Aircall, Pipedrive and others.

Requirements:

• Experience: Experience running and improving an operational function in a high-growth consumer start-up/scale-up or marketplace business. Comfortable owning performance against key operational metrics and delivering measurable improvements.
• Leadership: Strong leadership skills with the ability to build trust, set clear expectations, and hold people accountable. Experience managing teams and developing individuals. Comfortable working with stakeholders across the business
• Execution focus: Strong bias for action with a track record of getting things done. Able to take ownership, make decisions without perfect information, and deliver results at pace.
• Analytical: Strong analytical thinking and decision-making skills. Comfortable working with data to identify problems and guide actions. Confident using Excel or Google Sheets.
• Systems and AI mindset: Interested in using tools, automation, and AI to improve how work gets done. Able to identify practical use cases and implement them effectively.
• Process: Enjoys getting into the details of how things work and improving them. Experience in analysing, redesigning, and implementing processes that improve both efficiency and customer experience.

Why ClickMechanic?

Founded in 2012, the company has grown quickly to offer nationwide coverage and is
backed by such institutional investors as 500 Startups and Forward Partners, and angel
investors including the former CEO of JustEat and Chairman of Treatwell.

Benefits:

• Fully remote-first working environment
• Private Health Insurance
• Monthly Juno points to spend on anything you choose
• Additional holiday days awarded based on your tenure
• £500 annual training allowance
• Plus 4 standard Hubble passes per month (with the option for more if needed), giving you the flexibility to work from shared workspaces whenever you want a change of scenery