Operations Director

Clipboard; City Of London; On-site; GBP 70,000 - 95,000; Full time

Job summary

A fast-growing marketplace is seeking an Operations Director in London to lead operational strategy and execution within Customer Operations. The ideal candidate will have over 8 years of operations leadership experience and a strong track record in data-driven decision-making and team management. This key role focuses on enhancing operational efficiency and spearheading continuous improvements across support systems.

Qualifications

• Minimum of 8 years of experience in operations leadership within customer support, customer success, or service environments.
• Ability to operate effectively across multiple operational functions with strong systems thinking.
• Proven track record of precise, data-driven decision-making.
• Experience leading teams in fast-paced or high-growth settings.
• Strong understanding of operational tools, analytics, and automation.

Responsibilities

• Lead operational strategy and execution within Customer Operations.
• Oversee day-to-day support operations, ensuring efficient workflows, clear standards, and strong performance.
• Build and develop high-performing teams with clear responsibilities and accountability.
• Manage support systems, including ticketing tools, knowledge platforms, automation, and reporting.
• Partner with Product, Engineering, Sales, and Finance to improve processes.

Skills

Operations leadership

Data-driven decision-making

Team management

Process improvement

Systems thinking

Job description

Why Clipboard Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects workplaces and professionals, allowing professionals to book on-demand shifts and workplaces to access on-demand talent.

About Clipboard:

Clipboard is a fast-growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental Offices, Schools, etc).
We are a YC Top Company with a global, remote team of 700+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the US, where tens of thousands of professionals work with us every year.
We are looking for your help to keep growing so we can serve more professionals and workplaces.
To learn more about us, take a look at our website here.

Overview

We are seeking an Operations Director to support and scale core functions. This role reports directly into Customer Operations and requires someone who can work across multiple operational areas while maintaining exceptional rigor and precision in decision-making.

Responsibilities

• Lead operational strategy and execution within Customer Operations.
• Oversee day-to-day support operations, ensuring efficient workflows, clear standards, and strong performance.
• Build and develop high-performing teams with clear responsibilities and accountability.
• Manage support systems, including ticketing tools, knowledge platforms, automation, and reporting.
• Partner with Product, Engineering, Sales, and Finance to improve processes and align customer insights with company needs.
• Maintain accuracy in forecasting, resource planning, incident management, and reporting.
• Drive continuous improvement through structured analysis and strong operational controls.

Qualifications

• Minimum of 8 years of experience in operations leadership within customer support, customer success, or service environments.
• Ability to operate effectively across multiple operational functions with strong systems thinking.
• Proven track record of precise, data-driven decision-making.
• Experience leading teams in fast-paced or high-growth settings.
• Strong understanding of operational tools, analytics, and automation.
• Experience in a marketplace or similarly complex environment is a plus.

What Success Looks Like

• Reliable, scalable operations with measurable improvements in service quality and efficiency.
• Strong alignment across Customer Operations and key cross-functional teams.
• Clear, disciplined decision-making that strengthens the customer experience and supports company growth.