Business Operations Lead

Tbwa Chiat/Day Inc; London; On-site; GBP 40,000 - 48,000; Full time

Job description

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.

We are seeking a Business Operations Lead with approximately 3 years of project management experience to lead and drive operational initiatives at scale. The ideal candidate will be responsible for managing, optimizing, and scaling cross-functional programs that enhance efficiency and effectiveness across the onboarding, partnerships, and CSM teams. You will work closely with multiple teams, including product, onboarding, customer success, business development and other operational units to ensure programs are executed successfully, on time, and within scope. This role requires a detail-oriented individual with excellent communication skills, a problem-solving mindset, and a passion for operational excellence.

Key Responsibilities:

• Operational Analytics & Decision-Making: Build, develop and maintain operations analytics reports and dashboards to provide actionable insights that support data-driven decision-making for operational leaders. Important to know SQL and experience with other BI tools is a plus!
• Onboarding Program Leadership: Supervise a team of onboarding specialists to ensure new customers have a seamless and high-quality onboarding experience. This includes running 1:1s and team meetings, coaching, and process improvement for direct reports.
• Process Optimization & Automation: Design, implement, and continuously refine scalable processes to improve operational efficiency and onboarding workflows, ensuring smooth technical integrations within the early customer lifecycle.
• Stakeholder Collaboration & Communication: Work cross-functionally with product, engineering, business development and customer success to align strategies, ensure effective execution, and support the organization’s growth objectives.
• Customer Experience & Service Excellence: Maintain high standards of customer service throughout the onboarding process. Act as an escalation point for customer issues and work to implement new product and procedural changes to enhance the customer experience.
• Process Documentation & Standardization: Develop and maintain clear operational guidelines and documentation to ensure consistency, scalability, and continuous improvement in both operational and onboarding processes.

Qualifications:

• Experience: 3+ years of experience in program/project management or operations preferably in a tech or SaaS environment. If you’ve worked in restaurant chains, that is also a plus!
• Education: Bachelor’s degree in Business Operations, Project Management, or a related field. PMP or relevant certifications are a plus.
• Project Management Skills: Strong understanding of project management methodologies (e.g., Agile, Scrum, Waterfall) and hands-on experience in managing multiple projects simultaneously.
• Analytical Skills: Proven ability to analyze data, draw insights, and leverage them to make informed decisions that drive operational success.
• Communication: Exceptional verbal and written communication skills, with the ability to articulate complex ideas and influence across all levels of the organization.
• Problem-Solving: Demonstrated ability to manage challenges, think critically, and implement creative solutions to operational roadblocks.
• Collaboration: Excellent interpersonal skills and the ability to build strong relationships with cross-functional teams and stakeholders.
• Organizational Skills: Detail-oriented with excellent organizational skills to prioritize tasks, meet deadlines, and manage multiple initiatives.
• Tech-Savvy: Proficient with project management tools (e.g., Jira, Google Suite) and familiar with reporting and analytics tools (e.g., Tableau, Power BI).
• Adaptability: Comfortable working in a fast-paced, dynamic environment with competing priorities and tight deadlines.

Preferred Qualifications:

• Experience in a fast-paced, high-growth SaaS or technology company.
• Advanced knowledge of customer onboarding operations.
• Experience with automation and process optimization tools.
• Experience with project management and managing multiple programs and projects concurrently.
• Languages: English and French.
• Salary: £40,000-48,000 basic salary, plus bonus and benefits.