Operations Manager

Housr; Manchester; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

25 days holiday

Manchester office

Team lunches

Personal development time

Company socials

Job summary

Housr in Manchester is seeking an Operations Manager to lead our Customer Support & Retention team, shaping processes for new product launches and scaling our operations. You will coach the team, leverage data, and drive improvements across the customer journey.

You will own escalations, partner with stakeholders, and ensure fast, accurate responses while building scalable support content and self-service options.

Qualifications

• Experience in operations or customer support, preferably in a fast growing business.
• Ability to coach and develop a team.
• Strong aptitude for process improvement and data-driven decision making.

Responsibilities

• Lead the customer support & retention team with regular coaching.
• Improve customer journey across products with self-service enhancements.
• Ensure SLAs for response, resolution, and CSAT; monitor weekly.
• Launch new products with scalable processes and partner relations.
• Scale processes and handle complex cases and escalations.
• Collaborate with utility partners to resolve issues quickly.

Skills

People leadership

Process design

Data literacy

Tech savvy

Customer support

Job description

Why join Housr?

We're building Housr to make life easier for students living off campus, from finding somewhere to live to accessing the services, offers and experiences around them.

We've reached $10m ARR and raised a $10m Series A to support our growth. As we expand across the UK and North America, we're looking for an Operations Manager to to run the team that keeps thousands of students' bills running smoothly.

As our Operations Manager you will...

You'll help build the operations behind our new product launches, scale our processes as we grow, and run our customer support and retention team day to day, making it faster, sharper and less manual every month.

You'll report to our Senior Operations Manager and lead our Customer Support Team. You'll be their coach and first point of escalation, and the person who turns busy inboxes into clear numbers and clear processes.

Why this role is interesting

We're launching new products, and each one needs its operations built from scratch: processes, partner set up, support content and reporting. You'll be a key player in this, working with stakeholders across the business to implement new processes and keep improving them.

We use smart tools to do more with a small team. Our Intercom Fin agent already handles a big share of student questions, and we automate wherever it makes the team faster. You'll help shape what we automate next and where people add the most value.

Our year has real peaks. Autumn to spring is about helping students find a home. Summer is about getting thousands of bills packages live before move in. You'll plan for both.

What you'll own

• Leading the support team. Coach our Customer Support & Retention Reps through regular 1:1s, QA and training, and be their first point of escalation.
• Customer experience. Use customer feedback to improve every stage of the journey across all our products. Champion self service and tech led support, keep our help centre and AI support up to date, and share customer insight with the wider business.
• Service levels. Help the team hit our SLAs for response times, resolution and customer satisfaction, monitor performance and share progress weekly.
• New products and lauches. Play a key role in launching new products and each new rental and bills cycle, building the processes, partner relationships and support behind them, and training the team so we're ready.
• Scaling our processes. Spot what slows us down, propose better ways of working and roll them out across the team
• Complex cases. Handle escalations, complaints and cancellations, and help improve how we retain customers.
• Partners. Work day to day with our utility partners to help resolve customer issues quickly.

What we're looking for

• You have experience in an operations or customer support role, ideally in a fast growing business.
• You've managed people. You know how to coach, give honest feedback and get the best out of a team.
• You love a good process. You can spot what's broken, design something better and get the team to use it.
• You're comfortable with data and use it to track performance and spot problems early.
• You're tech savvy and believe great support starts with great self service, using smart tools to make life easier for customers and the team.
• You stay calm under pressure and can handle a difficult customer conversation with care.

A real nice to have

• Experience in energy, utilities, broadband or subscription billing.
• Hands on experience with Intercom or a similar helpdesk, including AI support tools.
• Knowledge of the student or rental market.

What we offer

• A competitive salary, with full details shared at the initial interview.
• 25 days' holiday plus bank holidays.
• A central Manchester office with great public transport links.
• Monthly team lunches, a monthly afternoon for personal development or time for yourself, and company socials.

Interview process

1. A conversation with our Senior Operations Manager about your experience and the work ahead.
2. A practical operations presentation based on a realistic scenario, with the brief shared in advance, presented to our COO and Operations team.
3. A final conversation with our Founder & CEO.

We're happy to discuss any adjustments that would help you take part.