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The role
Operations at Edify has been driven by a small team doing whatever the week demanded.
This is the first Head of Operations seat at Edify, and it is a wide one. You would own how customers get onboarded, how they are supported, how they stay successful, and how the company runs internally. Onboarding, support, customer success, supplier integrations, internal process and the ops team all sit with you.
It is hands-on. You will be in the platform yourself, running complex multi-site onboardings, taking the escalations that matter and writing the processes that mean the next twenty customers do not need you personally. You will also be the operator in the room when Product decides what to build next, because you will know better than anyone what customers actually struggle with.
We are a fast-moving product company selling to multi-site operators from 10 to 500+ locations. The job is to make the operational side of that scale without losing the responsiveness customers currently get from a founder answering the phone.
What you'll do
Own customer onboarding and implementation
- Run onboarding projects end to end, from signed contract to live and getting value.
- Build the processes and tooling that make implementation faster and less person-dependent.
- Define and track the onboarding KPIs we manage the function by.
- Be the implementation expert for complex multi-site rollouts and technical setup.
- Be the face of the business to customers throughout the journey.
Own support and customer success
- Set response and resolution standards, then hold us to them.
- Own and improve the AI tooling that handles first-line volume.
- Use support data to find demand drivers and fix upstream causes rather than symptoms.
- Be the escalation point for complex or high-value issues.
- Own out-of-hours coverage and how it expands as we grow internationally.
- Manage senior customer relationships and build health monitoring that surfaces at-risk accounts early.
- Develop the customer success function (renewals sit elsewhere).
Be our deepest systems expert
- Troubleshoot platform issues at pace.
- Escalate genuinely complex issues to Engineering and Product with tickets structured to speed resolution up.
- Upskill customers and colleagues.
- Own training for new employees.
- Keep customer-facing documentation and the help centre in good shape.
Own third-party and supplier integrations
- Identify and push for the integrations customers need.
- Own vendor relationships with suppliers and integration partners.
- Manage integration failures and escalations.
- Secure fallbacks that work for customers while the real fix lands.
Shape the product and land the launches
- Act as the voice of the customer at a senior level.
- Bring operational evidence to prioritisation: what customers struggle with, and what the workarounds cost us.
- Actively prioritise the bug backlog.
- Coordinate feature launches with Product, owning documentation, migration and customer comms.
- Run the retrospective and drive improvements that come out of it.
Own how the company runs
- Own the methods and cadence that keep us on track: planning sessions, initiative setting, roadmap reviews.
- Coordinate cross-functional projects and keep stakeholders aligned.
- Design, document and continuously improve internal processes across the business.
- Automate repeatable work using AI tooling wherever possible.
- Keep documentation current, accessible and genuinely embedded in how the team works.
Build and lead the ops team
- Give the team direction, coaching and honest feedback.
- Build strong working relationships with Engineering, Product, Data and Sales.
- Hire and structure the function as we scale.
Own data protection and compliance in operations
- Own GDPR obligations across operational processes and customer data.
- Manage vendor compliance: DPAs, security review, and liability terms where third parties handle customer data.
Report to the founder on the operational metrics that matter.
Who this is for
Someone who wants breadth and ownership rather than a narrow remit with a bigger team attached. You should be happy being the person who fixes the thing today and designs the system that prevents it tomorrow.
Essential
- Experience owning operations, implementation or customer operations in a B2B SaaS business, ideally with multi-site or multi-location customers.
- A track record of turning ad hoc, person-dependent work into documented process, and of getting a team to actually follow it.
- Technically confident. You get into the product yourself, understand integrations and data flows, and can hold a credible conversation with engineers.
- Comfortable being customer-facing at a senior level, including when things have gone wrong.
- Evidence of using data to make operational decisions, not just to report on them.
- Experience leading people, or a clear readiness to start.
- Bias to automation, including practical use of AI tooling rather than enthusiasm about it.
Nice to have
- Experience in hospitality, restaurants or food and beverage, or selling and supporting operators in those sectors.
- Experience with franchise or multi-brand estate structures.
- Experience in a business where the product changes quickly.
- Exposure to GDPR, DPAs or vendor security review.
- Experience standing up out-of-hours or international support coverage.
Culture
We have a high bar and we're honest about that. Ed is a high-energy, high-standards leader who is genuinely obsessive about this problem, and mediocrity isn't something we make room for. The flip side is that everyone here is good at their job and the place is enjoyable to work in. We intend to keep both true as we grow.
Compensation & logistics
- Base salary
- Up to £65k - £85k depending on experience
- Equity
- Included
- Location
- Tottenham Court Road, London. 4 days in office
- Start
- ASAP
Process
We're hiring quickly and keeping this short.
- Intro call with Ed (30 mins).
- In-person interview in Tottenham Court Road with Ed and one other team member.
- References and offer.