Operations Manager, Poptop UK

• You’ll have strong communication and organisational skills, comfortable with establishing pathways to business growth through the feedback received from our users
• You have a strong level of experience in support and customer care, specifically within consumer-focused online brand(s) and marketplace platforms.
• You now feel ready to take your career to the next level, and create something amazing for yourself while leading others toward your vision.
• You are independent, curious, resilient, have a passion for data, and possess strong communication skills (English). You welcome challenges and are eager to grow along with the company
• This role will form a key element of our agile and dynamic leadership team - we will expect a high level of discipline and proactive problem solving, but it will also involve creative thinking and innovation.
• Our teams work remotely, with Slack as our day-to-day office. Great people management and motivational skills are essential. You’ll know how to get the best out of your teams, even virtually

• We’re looking for a brilliant and passionate new Operations Manager to join our small and dedicated leadership team.
• Your role will be to lead both our client-facing and supplier-facing teams - cultivating a unified strategy that unlocks and elevates the full potential of both teams.
• You’ll be committed and engaging, excited by the idea of establishing a culture of excellence within your departments.
• At Poptop, we utilise a cutting-edge, AI-enabled system of proactive customer service engagement, and lead the party industry for online supplier admin management.
• Now, we plan to further nourish and develop these systems, and take them to the next level.
• You’ll be a champion of emerging technologies, excited by the transformational potential of AI-assisted softwares. You’ll feed this passion into your team leadership
• You’ll report to our CEO, working closely with our executive and R&D departments. You’ll be a crucial part of our management team - helping us to shape the future of our platform alongside senior leadership.
• You're here to help make decisions that directly impact the future of our business operations
• You’ll be directly leading:
• A dedicated team of Customer Support experts, helping them to shine in their roles by continuously delivering a best-in-class service to our clients
• Our incredible Supplier Experience Champions - helping them to unlock whole new levels of growth potential for our suppliers
• Lead a remote team of of 4 amazing Poptop Party Experts
• Lead a remote team of 3 Supplier Experience champions
• Set a fastidiously high standard of customer care and become a genuine user advocate within the team
• Own and deliver Poptop’s vision for business operations (approach, tech stack, integrations with R&D)
• Own and set support KPIs, and directly oversee knowledge centres, and complaints procedures
• Own and set supplier “health”, platform performance, and onboarding KPIs

• Regular fun activities with the team
• Flexible work environment

Total funding: $2.2m

The UK events industry is worth an estimated £42 billion, with the top 10 UK agencies in this sector turning over £3.5. billion in annual revenue. Looking to capitalise on this is Poptop, an events planning and booking company offering services ranging from organising small birthday parties to huge weddings.