Senior Operations & Automation Associate

Nous; Greater London; Sur place; GBP 60 000 - 85 000; Plein temps

Résumé du poste

Nous is a household AI agent. This role sits in the Operations team at the heart of the business, focused on building scalable processes, automations and workflows that keep us reliable as we grow.

You will partner with product, engineering and data, spend time near the frontline, and turn messy operations into clear procedures that reduce manual work and improve the member experience.

Qualifications

• 2–5 years’ experience in operations, consulting, product operations, startups.
• Experience using AI tools in your work.
• Ability to own automations and end-to-end workflows.
• Quick learner of technical tools and internal systems.
• Attention to detail and root-cause analysis.

Responsabilités

• Identify repeated work and failure modes in operations.
• Design better workflows and write operating procedures.
• Turn messy processes into clear, scalable systems.
• Collaborate with product, engineering, data, and ops teams.
• Move work from inboxes to automated systems.
• Work near frontline to understand customer conversations.

Connaissances

Operations

Process improvement

Automation

AI tools

Customer focus

Description du poste

About Nous

Nous is a household AI agent. It takes over the bills and admin people don't have time for and acts for them: switching energy, buying insurance, cancelling forgotten subscriptions, managing the family calendar. Nearly 250,000 UK households have signed up, and another joins every minute.

We think the real value of AI isn't writing amazing cover letters, it's doing useful things in the real world for real people. That's the hard part, and a brilliant product is only half of it. An energy switch takes weeks, so our agents run on long-running workflows, not a single chat turn. Cancelling a subscription means a browser agent handling the code Apple sends to your phone. Buying insurance meant getting our regulatory principal comfortable with an agent doing it end to end (a UK first), which comes down to knowing exactly when the LLM should hand over to rules because a mistake would cost someone real money.

We're about 30 people running one agent across energy, broadband, mobile, insurance, mortgages and subscriptions (with more being added), each with its own suppliers, rules and ways of going wrong. With far more problems than people, a person or small team owns each one end to end, from spotting it in the data or a customer conversation to shipping the fix. And because the agent acts, you find out quickly whether the fix worked.

Everyone builds here: a product engineer launched our subscription cancellation product within a couple of months of joining, and a PM rebuilt our WhatsApp agent.

And it's working. We're growing more than 20x year on year, with a market-leading NPS above +80, and we manage well over half a billion pounds of household spending. We've raised more than $30M from Heartcore, Mosaic and a who's who of entrepreneurs who founded Monzo, GoCardless, lastminute.com and Onfido. But the real draw is the team - ask anyone here why they joined and you'll get some version of "to do great work with really smart people".

The goal is household life that's simpler, cheaper and fairer, and most of that is still to build.

The role

What Nous does for members can feel simple: helping them understand their bills, save money, and avoid admin. But delivering that reliably at scale is complex. This role is about improving the systems behind the scenes, the workflows, tools, automations and processes that help us serve members well as we grow.

That’s where you come in. You’ll join the Operations team at the heart of the business — close enough to our members to understand what is really happening, and technical enough in mindset to help redesign how the operation works as we scale.

This is not a traditional customer operations role. You will spend some of your time close to the frontline, supporting members, understanding tickets and conversations, and seeing where our systems work brilliantly or fall short. That context matters. We believe the best operational systems are built by people who understand the customer experience in detail, not from a distance.

But the core of the role is helping us build the next version of operations at Nous. You’ll identify repeated work, spot failure modes, turn messy processes into clear procedures, and own automations end to end. You’ll help us move work out of inboxes and manual processes, and into better systems, workflows, tooling and AI-assisted operations.

Some days you’ll be digging into a broken process to understand the root cause. Some days you’ll be designing a better workflow, writing a clear operating procedure, or using AI and internal tools to automate work that used to be manual. Other days you’ll be working with product, engineering, data and experienced operators to improve the journeys our members go through and the systems that support them.

You do not need to arrive as a software engineer. But you do need to be unusually quick to pick up technical tools, excited by AI, and willing to get under the bonnet of how things work. You’ll be expected to learn fast, experiment intelligently, and become someone the team trusts to take a messy operational problem and turn it into something robust, repeatable and scalable.

It’s a rare chance to sit at the intersection of operations, product, systems, AI and customer experience inside a very high-growth company. You’ll see how the business really works, build things that materially change how the team operates, and help create the operating model that lets Nous scale from hundreds of thousands of households to millions.

About you

You’re smart, curious, ambitious and unusually high-agency. You want to understand how great companies really work from the inside out, and you’re excited by the idea of helping build one while it is still moving incredibly fast.

You are probably not a software engineer, and you do not need to be. But you are technically curious. You are the kind of person who starts using new tools before they are formally handed to you, who experiments with AI to make yourself more effective, and who enjoys figuring out how systems, workflows and processes actually work.

What makes you exceptional is that you combine operational judgement with a builder’s mindset. You are happy to get close to the detail, including customer conversations and frontline work, because you know that is where the truth usually lives. But you do not want to spend your career just doing the same manual work faster. You want to understand the pattern, fix the process, and build the system that means the work gets done better next time.

You’ll thrive here if you:

• Have 2–5 years’ experience in operations, consulting, product operations, customer operations, startups, process improvement, or another fast-moving environment

• Have made extensive use of AI tools in your work, or are clearly on the path to doing so

• Are excited by the idea of owning automations and operational workflows end to end

• Learn new tools quickly and are not intimidated by technical systems, internal tooling or messy operational data

• Have a forensic eye for detail and enjoy tracing problems back to their root cause

• Can turn ambiguous, messy work into clear processes, documentation and repeatable systems

• Are naturally empathetic and understand why staying close to customers matters

• Communicate crisply, whether you’re writing a process, explaining a problem in Slack, or helping a colleague understand a new workflow

• Work effectively in high-ambiguity, high-growth environments where priorities can shift fast

• Take ownership without needing lots of structure, and are motivated by making the team around you more effective

• Want to help build the company you want to work in, not just do the job in front of you

This role is ideal for someone with a few years of experience who has already shown they can take ownership, learn fast and improve the systems around them. Lots of companies will tell you you’ll be “close to the action”. Few can offer the chance to help design the operating system of a company scaling this quickly.