Head of Operations - FinTech | Scale-Up | £120k + Bonus | Bristol (Hybrid)

ZipRecruiter; Bristol; Hybrid; GBP 120,000; Full time

Job summary

Join a B2B FinTech scale-up as Head of Operations in Bristol, blending operational excellence with AI-driven innovation. This role offers a unique opportunity to define a next-generation operating model and foster a culture of continuous optimization in a disruptive environment.

Qualifications

• Proven leadership in scaling complex customer operations.
• Operational fluency in B2C and B2B environments.
• Experience with AI and automation in operational processes.

Responsibilities

• Lead end-to-end customer journey through online platforms.
• Architect an AI-optimised operating model.
• Define and track metrics for performance and impact.

Skills

Leadership

Strategic Planning

Operational Fluency

Continuous Improvement

AI Implementation

Automation

Education

Lean Six Sigma Black Belt Certification

Job description

Job Description

Location: Bristol Hybrid (minimum 2 days per week in-office)

Salary: £120k + benefits

Since its launch in 2021, this B2B FinTech scale-up has seen quick success in its core niche and is now primed to expand its product portfolio. As part of a well-backed group, this business is optimising for scale through automation and is looking for a Head of Operations who can both operate with excellence today and innovate for an autonomous, AI agent-enabled tomorrow.

This is a role for a commercial operator. Someone who can reimagine what operational excellence looks like. It is not about maintaining systems; it is about driving market disruption, embedding AI across the operating model, and building a customer journey that sets the standard for the category.

You will play a central role in defining and executing a next- operating model. This is a unique opportunity to architect scalable systems, embed AI-led workflows, and shape a culture of accountability, innovation, and continuous optimisation. We are looking for someone who brings energy and sophistication. Someone who has operated at pace, led from the front, and knows what 'great' looks like at scale.

As Head of Operations, your key duties will include:

• Lead service, sales and end-to-end customer journey through online platforms.
• Architect and implement an AI-optimised operating model built for digital scale
• Drive automation and intelligent workflows to reduce friction and unlock efficiencies
• Embed continuous improvement frameworks that enable rapid learning, iteration and new product development
• Define and track metrics that measure experience, performance, and commercial impact
• Inspire and coach teams to operate with urgency, clarity and purpose
• Be a strategic thought partner to the CEO and C-Suite, shaping the broader growth narrative

As Head of Operations, you will:

• Have proven leadership experience in scaling complex customer operations within a disruptive, tech-led, regulated environment
• Have operational fluency across sales, service, and customer journey management in both B2C and B2B contexts
• Demonstrable experience embedding AI and automation into operational processes
• Have experience designing and executing target operating models in fast-paced, evolving businesses
• Be Lean Six Sigma Black Belt certified (or equivalent) and have deep expertise in continuous improvement methodologies
• Be comfortable influencing at Executive and Board level while building deep credibility with frontline teams
• Be adept at balancing long-term strategic planning with day-to-day operational leadership
• Be a values-led leader who drives clarity, performance, and trust at scale
• Have worked in a regulated environment

This is a great opportunity to work in a well-back, entrepreneurial environment, with huge opportunities for both career and personal growth.

For a confidential conversation, please either connect or apply here. We can’t wait to tell you more…

We care deeply about and consider each application with care and responsibility.

Due to the high number of applications during this period, we are just unable to get back to everyone personally and want to reassure everyone that we take time and detail in reviewing and screening all applications. If you do not hear from us within three weeks, it is likely your profile is not aligned with our client's requests.

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