Customer Operations Manager
Customer Operations Manager
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Job Description
Job Title: Customer Operations Manager
Location: London (1 day WFH per week)
Salary: (Depending on Experience)
Industry: PropTech
About Us
Home Made is on a mission to revolutionise the rental experience. As a fastgrowing PropTech startup were redesigning how people rent and let homescombining customer obsession with smart technology to deliver a better fairer and more efficient process for everyone involved.
Were looking for a dynamic impactdriven Booking Operations Manager to lead our highperforming Bookings and Operations team. This is a critical role that sits at the heart of our business overseeing the processes that shape the customer journeyfrom initial enquiry to scheduled viewings through to sales agent coordination and performance.
What Youll Be Doing
Team Leadership & Performance Management
Lead and manage the Bookings and Operations team driving a culture of excellence accountability and continuous improvement.
Set and monitor team KPIs ensuring alignment with company goals and a relentless focus on outcomes and customer satisfaction.
Sales Operational Oversight
Oversee the customer enquiry lifecycle ensuring efficient and customercentric handling of all booking requests.
Manage and optimise the logistics of sales agent routing and scheduling to ensure operational efficiency and responsiveness.
Process Improvement & Innovation
Identify design and implement process improvements to streamline operations and scale effectively.
Collaborate with product and tech teams to ensure CRM and internal tools enhance both operational workflows and the customer journey.
Data & Insights
Analyse operational data and customer metrics to inform decisions and drive performance improvements.
Build and maintain dashboards that track key metrics and share insights with leadership.
Crossfunctional Collaboration
Act as the bridge between operations tech and customer experienceensuring our tools processes and people are aligned to deliver an exceptional endtoend customer journey.
Champion the customer in internal discussions helping guide how our products evolve to better meet user needs.
What Were Looking For
Proven experience in customer operations logistics or process managementideally in a fastpaced highvolume or techdriven environment.
A strong track record in people management with the ability to inspire and lead highperforming teams.
Experience working with CRM systems and partnering with product/tech teams to enhance internal tooling and customer experience.
Highly analytical and comfortable using data to drive decisions and optimise performance.
Strong process thinkingable to spot inefficiencies design better workflows and implement change at speed.
Comfortable in ambiguity and excited to roll up your sleeves to solve problems and build from the ground up.
Passionate about creating impact and improving the way things work for customers and internal teams alike.
Why Join Home Made
Be part of a missiondriven startup redefining an outdated industry.
Work with a passionate team where your input will shape the future of the company.
Opportunity to grow and evolve with the business in a highimpact role.
Collaborative transparent culture that values ownership and innovation.
Ready to get stuck in
Wed love to hear from people who thrive in sales based operational environments love fixing broken systems and are motivated by realworld impact. If youre looking to make your mark in a growing startup Home Made is the place for you.
Employment Type
Full Time
