Operations Director

Borderless; London; Hybrid; GBP 150,000 - 200,000; Full time

Job summary

A dynamic tech-focused company in London is looking for an Operations Director to lead their service delivery function. This role requires overseeing operations strategy, managing a team, and driving continuous improvements to ensure high-quality service. Candidates should have significant experience in operations and team management, particularly in technology-driven environments. This is an opportunity to shape and scale operational efficiency in a fast-growing company.

Benefits

Monthly in-office lunches

Annual offsite retreats

Gym membership

Laptop and equipment provision

Mental health support

Qualifications

• 6–10+ years of experience in operations, ideally in a tech or tech-enabled service environment.
• Experience in managing and scaling large teams.
• Comfortable working with data, spreadsheets, and analytics tools.

Responsibilities

• Own and improve application processing to ensure high quality submissions.
• Define and execute a strategy for scaling Operations.
• Manage and mentor a team fostering a high-performance culture.
• Identify inefficiencies and lead process improvement initiatives.
• Build and maintain dashboards to support data-driven decisions.

Skills

Operations management

Team leadership

Process improvement

Data-driven decision making

Systems thinking

Collaboration

Job description

About Borderless

Our vision is a world where borders are no longer barriers, where anyone can move anywhere, seamlessly and safely. Since launching in 2023, we’ve helped more than 500 UK businesses and thousands of individuals solve the complexity of immigration. Our digital platform streamlines and modernises the UK visa sponsorship process by blending technology and human expertise.

Backed by Entrepreneur First and Backed.VC, we’re scaling fast.

Role: Operations Director

We’re looking for an Operations Director to lead and scale our service delivery function. As a key member our leadership team, you’ll own the end-to-end operations strategy - overseeing application processing, streamlining workflows and driving continuous improvements to ensure exceptional customer outcomes.

You’ll manage a small group of direct reports and lead a wider delivery function across immigration caseworkers, experts, customer support specialists and operations administrators. Reporting directly to the CTO, you’ll work closely with Product, Engineering and Customer Success, you’ll ensure our platform delivery efficient, accurate and high quality services at scale.

️ What You’ll Be Doing

• Service Delivery: Own and continuously improve application processing - eliminating backlogs, driving down SLAs and ensuring high quality submissions
• Strategy & Vision: Define and execute a strategy for scaling Operations in line with our business growth and goals.
• Team Leadership: Manage and mentor a team of managers and individual contributors, fostering a high-performance, growth-oriented culture across the wider delivery function.
• Continuous Improvement: Identify inefficiencies and lead initiatives to improve workflows, tools, and service quality across the operations lifecycle.
• Operational Efficiency: Reduce application processing time through process optimisation and automation.
• Data & Reporting: Build and maintain dashboards that surface key metrics, identify bottlenecks, and support data-driven decisions.
• Cross-Functional Collaboration: Work closely with Product, Engineering, and Customer Success to continuously improve the internal user and external customer experience.

You Should Apply If

• You have 6–10+ years of experience in operations, ideally in a tech or tech-enabled service environment.
• You’ve managed and scaled large teams, and know how to lead both strategically and in the day-to-day.
• You’re a systems thinker, always looking to improve processes and build for scale.
• You’re hands-on, move quickly, and hold yourself and others to an exceptional standard.
• You’re comfortable working in ambiguity and building operational structures from the ground up.
• You’re resilient and creative, energised by fast-moving environments where you need to solve problems quickly.
• You’re data-driven and confident working with spreadsheets, dashboards, and analytics tools.
• You’ve worked closely with product and engineering teams, and know how to build or influence internal tools and workflows.

Interview Process

1. 30 min screening call with the Talent Team
2. 45 min interview with our Co-founder & CTO
3. Take Home Task (details shared during process)
4. Final onsite with Founders, Product Lead, and CS Lead

Borderless Benefits

Culture & Work Setup

3 days in-office (Mon/Tue/Thu), 2 days remote

Monthly in-office lunches

Monthly team socials

️ Annual offsite (last one: Lisbon, this year: Majorca!)

Time Off & Flexibility

️ 25 days holiday + 3 extra days between 25th Dec and 31st Jan

1-week per year work-from-anywhere policy

Growth & Development

£500 annual L&D budget

6-month performance reviews and promotion cycles

Wellbeing & Equipment

Laptop + peripherals

Cycle to Work scheme

Smart Pension

Mental health support via Spill

Gym in Shoreditch Exchange

️ Onsite Barista