Operations Head jobs in United Kingdom

Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience.

Built for brands that want to sell anything - anywhere, Swap centralizes global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence.

At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.

Reporting to the Director of Revenue Operations, you will act as a strategic partner to our Customer Success and Partnerships teams, playing a key role in shaping and executing initiatives that strengthen customer retention, expansion, and partner-driven revenue.

Customer Success Strategy & Operations:
You will define and optimise the end-to-end customer lifecycle—establishing scalable workflows, segmentation models, and renewal/expansion strategies that enhance customer outcomes and revenue predictability. You will create the data foundation and performance insights that guide CS decision‑making, ensuring system integrity and a clear understanding of customer health, churn risk, and growth potential.

Partnerships Strategy & Operations:
You will build the operational infrastructure that accelerates partner performance, including onboarding frameworks, pipeline and forecasting models, and performance reporting required to understand our partner ecosystem as it evolves. You will enhance strategic alignment between Partnerships, Sales, and CS, enabling a unified approach to partner growth, efficiency, and revenue contribution.

Across both functions, you will drive cross‑functional programs that advance organisational effectiveness, strengthen data‑driven decision‑making, and ensure cohesive execution of our long‑term revenue strategy. You will take ownership of partner revenue share process, reinforcing the Swap partner experience as a competitive differentiator as we grow our partner community.

• Shape and evolve the end-to-end Customer Success operating model, ensuring lifecycle strategies, segmentation, and engagement motions drive predictable retention and expansion outcomes.
• Partner with CS leadership to define long-term renewal and expansion strategies, aligning resources, playbooks, and forecasting approaches to support sustainable customer growth.
• Establish the strategic foundations for customer health visibility and risk identification, enabling proactive intervention and data‑informed decision‑making across the organisation.
• Lead cross‑functional initiatives that strengthen the post‑sales experience, streamline handoffs, and create a unified revenue engine across, Sales, Partnerships, and Product.
• Generate strategic insights that shape partner prioritisation, investment decisions, and long‑term revenue contribution, guiding how we develop, scale, and optimise our partner ecosystem.
• Strengthen the structure of our partner program, ensuring operational excellence across onboarding, enablement, billing, governance, and day‑to‑day partner engagement models.
• Optimise the partner technology stack and data infrastructure to enhance visibility, streamline workflows, and increase the effectiveness of partner‑led motions.
• Establish leading and lagging performance indicators that enable proactive decision‑making, help diagnose partner performance drivers, and inform strategic course corrections.

• Proven experience (4-6 years) in management consulting or a strategic/operational role within a high‑growth tech company.
• Passion for designing scalable processes and driving operational excellence.
• Strong analytical skills with advanced proficiency in Excel/Google Sheets and other data‑driven tools.
• Demonstrated ability to translate complex data into actionable insights and impactful presentations for diverse stakeholders.
• Thrives in an unstructured, fast‑paced environment, with a hands‑on approach to problem‑solving and execution.
• Excellent project management skills with the ability to prioritise and manage multiple projects at once.
• Familiarity with CRM systems (e.g., Hubspot) is advantageous.
• Prior experience in a fast‑paced startup environment or within a rapidly scaling company is a plus.
• Stock options in a high‑growth startup.
• Competitive PTO with public holidays additional.
• Private Health.
• Pension.
• Wellness benefits.
• Breakfast Mondays.

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.