Commercial Operations Manager

Title: Commercial Operations Manager

Department: Lottie Marketplace team

Salary: 40000 - 50000 ( excellent commission)

Benefits & Culture: See here

Equity: A very generous EMI share offering

Holiday: 26 days bank holidays

Mission: Elevate later life for everybody and build the care sector of the future

Office Policy: Hybrid with a minimum of 2 core office days per week

Office Location: London Bridge London UK

The Opportunity:

Lottie is looking for a Commercial Operations Manager to help scale our home care partner network a fast-growing operationally complex marketplace of 2000 care providers across the UK.

Were looking for someone who can bring operational rigour to a fast-growing partner network build the systems that let 2000 home care providers succeed at scale and show up as a credible trusted point of contact when those relationships need a human touch.

You dont need a CS or sales background. You need to be smart operationally sharp and genuinely excited about building something from the ground up.

What does this role involve

• Build and own the operational infrastructure that supports 2000 home care partner listings playbooks self-serve resources documentation and automated workflows that reduce noise and scale the function

• Manage the client-facing side of the role building relationships with home care operators at head office and branch level handling difficult conversations with care and confidence

• Work closely with the CS ops team to identify process gaps and implement solutions that let partners succeed without needing you in every conversation

• Proactively educate partners on what success looks like getting ahead of frustration points before they become churn risks

• Handle operational queries at scale invoicing payments onboarding comfortable with the unglamorous as well as the strategic

• Support partner retention helping operators understand their ROI and flagging risk before it becomes churn

• Feed insight from the partner network back into product engineering and sales

What problems will you be solving

• Home care is one of the fastest growing parts of the business the operational infrastructure needs to match that pace and youll be building it

• With 2000 partners the function cant scale on relationships alone youll build the processes and systems that allow partners to get results without constant hand-holding

• Home care operators are running businesses under real financial pressure youll help them understand how to get ROI from Lottie faster and have the difficult conversations when things arent working

• The function is still being shaped youll be a genuine net contributor to what great looks like here not just managing your own patch

We think youll be a great fit if

• Youre process-minded above all else you build systems that outlast you document everything and see operational efficiency as the highest-leverage thing you can do

• Youre a natural problem-solver resourceful fast-thinking and comfortable figuring things out in ambiguous environments

• Youre confident in client-facing situations you can build trust quickly handle difficult conversations with care providers under financial pressure and maintain relationships through challenging moments

• You have some commercial awareness you understand what drives value for a partner and can connect your work to business outcomes

• Youre a self-starter high ownership high attention to detail doesnt need to be chased

This role isnt for you if

• Youre not passionate about elevating later life for everybody our mission is at the heart of everything we do

• Youd rather manage a small high-touch portfolio than build systems that work at scale

• You want a pre-defined playbook handed to you on day one

• Youre not comfortable with the client-facing elements this role requires genuine relationship-building not just back-office process work

• Youre uncomfortable with the pace and ambiguity of a fast-growing startup

Application

Wed love to see a short video (2 minutes max) answering this question:

Introduce yourself and tell us why youre interested in Lottie and why you feel youd be a good fit for the role.

We appreciate this takes time thank you for taking it. We receive a high volume of applications and this really does help you stand out.

Lotties Interview Process

1. Screening interview led by Lotties Talent Acquisition Lead (Alice Rooke) - remote

2. Case study - prework to be completed independently and presented to two commercial leaders at Lottie - remote

3. Final interview with Will Donnelly (Lotties Co-Founder & CEO) and Hiring Manager - in person (London Bridge)

Candidate Experience: All candidates will be informed of their application status.

• Pre-Screen and Screening interview: Youll receive an email notification but no specific feedback will be provided at this stage.

• Case Study: If you are unsuccessful after the case study youll receive constructive feedback via email and be offered a debrief call with our Talent Lead.

• Final Interview: For final-stage candidates who are not offered the role we will provide feedback via a phone call.

Meet Lottie

Founded with a mission to build the care sector of the future Lottie is creating the AI operating system for social care - designed to unlock profitability for care providers and to make finding care as easy as booking a holiday on Airbnb.

Launched in London in July 2021 Lottie has raised over 25m from tier 1 venture capital funds (Accel and General Catalyst) and is widely recognised as one of Europes fastest growing tech companies. Most recently Lottie was the acclaimed winner of Deloitte Fast 50 LinkedIn Top Startups The Sunday Times Tech 2026 and Startups 100.

As of today Lottie offers four core products and services including:

• Lottie (B2B2C Marketplace) - Free service that helps families find the UKs best care homes and home care services.

• Found by Lottie (B2B Vertical SaaS) - AI-native OS software supporting care providers to effectively manage their enquiries occupancy and finances.

• Seniorcare by Lottie (B2B Vertical SaaS) - Employee benefit helping companies deliver outstanding eldercare support to their employees.

• AI Agents by Lottie (B2B Vertical SaaS) AI agents that handle care home enquiries - so no family goes unanswered.

Why Lottie

• Career Opportunity - A career-defining opportunity to build operational infrastructure at real scale within one of the UKs fastest growing startups

• Early Hire Benefits - Be an early hire at one of the UKs fastest growing startups and benefit from fast career progression as well as a generous stock options package.

• Mission - Tech for good that aims to build the care industry of the future and to positively impact millions of peoples lives. Care is one of the final remaining large consumer industries that is yet to be disrupted and positively revolutionised by technology.

• Investors - Series A backed startup having raised 25m from tier 1 venture capital investors including Accel and General Catalyst.

• Global Opportunity & Scalability - Be part of a company that is solving a real tangible problem that every family around the world faces at some point in their life.

• People - Join a kind talented and mission driven team that loves coming to work every day.

• Culture - Excellent employee compensation/benefits hybrid office policy and outstanding company culture with a 4.9/5 employee review score on Glassdoor.

• Award Winning - Acclaimed winner of LinkedIns 2024 Top Startups and named the UKs number one startup for 2025 in 100 Index.

We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. All applicants will be considered for employment without attention to ethnicity religion sexual orientation gender identity family or parental status national origin veteran neurodiversity status or disability status.

If you require reasonable accommodations during the application or interview process please let us know at

Required Experience:

Manager