Customer Operations Manager
Octopus Legacy · London
The Company
We're Octopus Legacy: one of the fastest-growing tech companies in the country, part of the UK's most exciting and best-trusted group, and we have a mission. We're on a path to scale, aiming to become a household name while transforming a long-established industry and helping our customers prepare for, and find support after, death.
We can't do it alone, and that's why we're assembling a team of top performers to build with us. Ready to be part of something big?
The Role
Our Customer and Bookings teams sit at the heart of the estate planning business unit, guiding people through some of the most important decisions of their lives. As we scale, we need someone to bring operational rigour to how these teams run: how we track performance, where we lose time, and how we get better every week.
As Customer Operations Manager, you'll implement and manage operations across our Customer and Bookings teams. You'll build the systems, dashboards and reporting that show us what's really happening, then work with leadership to optimise processes, remove friction and drive up efficiency and productivity. The metrics you develop and improve will directly impact both the P&L and our customer experience across the estate planning business unit.
This is a hands-on operator role. You won't manage individuals in the teams, but you'll work closely with them day-to-day to understand their pain points and design better ways of working around them. You'll report to the General Manager / Head of Customer, and you'll be expected to hit the ground running.
Key Responsibilities
- Implement and manage operations: own the operational engine across the Customer and Bookings teams, from how work flows through the day to how performance is measured, keeping things running smoothly as priorities shift.
- Build the data and tracking: implement new ways of capturing and tracking data across the teams, so we can see what's working, spot problems early, and make decisions from evidence rather than instinct.
- Create dashboards and reporting: design and build the dashboards leadership and the teams rely on, turning raw data into clear, actionable views of performance against our commercial and customer targets.
- Optimise processes and drive efficiency: work with leadership to redesign processes, cut out waste and lift productivity across the teams, then keep iterating as we learn what works.
- Understand the frontline: work closely with team members to understand their pain points and the reality of the work, making sure the processes and tools you build actually help them do their jobs better.
- Move the metrics that matter: develop and optimise the KPIs that directly impact the P&L and our customer experience metrics, keeping commercial performance and service quality both firmly in view.
Who Are You?
- An experienced operator who has managed operations within a customer or sales team, and knows how to bring structure and momentum to a busy frontline function.
- 2 - 6 years' experience, ideally in a start-up or scale-up environment, so you're comfortable building things that don't exist yet and moving quickly.
- Fluent with data: you can design tracking from scratch, build dashboards, and turn numbers into clear recommendations and action.
- Commercially minded, with a real understanding of how operational metrics connect to the P&L and to customer experience.
- A natural process-improver who instinctively spots inefficiency and knows how to fix it without breaking what already works.
- Someone who builds trust with the frontline: you listen well, understand people's pain points, and design with them rather than for them.
- Comfortable with ambiguity and change, happy to shape a role and its tooling as you go, and to change course as we learn.
- Organised, decisive and self-directed, able to juggle competing priorities and make quick, sensible calls.
What success looks like
- Clear visibility: leadership and the teams have trusted, real-time dashboards showing performance across the Customer and Bookings functions, and decisions are made from data.
- Better, faster processes: you've redesigned key workflows so the teams work more efficiently and productively, with measurable time and cost saved.
- Metrics moving in the right direction: the KPIs you own are directly improving both the P&L and our customer experience across the estate planning business unit.
- A frontline that feels heard: the teams see the operations you build as making their jobs easier, because you've designed around their real pain points.
- Scale without the wheels coming off: as volumes grow, our operations hold up, because you've built systems and processes that scale.
Why You'll Love It Here
- As a customer-first company, the work you do to make our Customer and Bookings teams sharper and more effective sits right at the heart of the business.
- We're part of a group that believes work should mean something. You'll be trusted to do what's right, supported to grow, and encouraged to shape the way we work.
- You'll be part of a team you can truly count on, colleagues who support each other and put customers first, every day.
- You'll be building operational foundations from the ground up, with real ownership over how our teams run.
- A fast-growing business with real room to learn, grow and influence change.
- Competitive package, great benefits and clear opportunities to progress.
Our Mission
Octopus Legacy is the place to plan for death and find support after loss. When people think about planning for death they think about wills, life insurance and funerals. We take these cold processes and turn them into something more human, letting people share more than money: voice notes, music, recipes. A legacy that connects them while they're here, and after they're gone.
Founded by Sam after his mum died suddenly, we're a group of people who work in death because we've been affected by it. We know the difference a good plan makes, and what it's like when there isn't one. We see a world where people talk openly about death and work out the real meaning of legacy, one that connects to them. We're here to make that world happen.
Benefits
- Octopus share incentive scheme.
- 27 days holiday + an extra day off for your birthday.
- Work from anywhere in the world for up to 4 weeks per year.
- Vitality Health & Life Insurance.
- Pension scheme.
- Enhanced parental leave.
- Free Will & LPAs + discounts on other Octopus services.
- Cycle to Work Scheme and access to the Electric Vehicle (EV) Salary Sacrifice Scheme.
- Octopus Giving: we match any charitable fundraising you do up to £500.
- Octopus Springboard: where we help our employees become fully-fledged entrepreneurs.
- Dog-friendly office, breakfast every day, snacks and wellness activities.
We know that to be truly innovative we need a diverse team around us. That's why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.