Operations Lead (Systems & Strategy) - Remote
hace 1 día
Leigh
Location: Fully Remote (UK) Reporting to: COO Salary: £60,000 per annum, full-time The 'Why': Building the Infrastructure for Empathy At Aura, our mission is to create a society where planning for death is embraced as part of life. We tackle the fear, uncertainty, and complexity surrounding death with connection, compassion, and innovation. Following significant VC investment, we are rapidly scaling our tech-enabled 'Peace of Mind' service. To achieve our ambitious revenue targets and support thousands of families, our operational infrastructure must be flawless. We rely on our human 'Angels' to provide unparalleled empathy to our customers; your job is to build the world-class, automated systems that allow them to do so without touching a single piece of administrative friction. You are not just joining an operations team; you are architecting the commercial and technical engine of a UK market leader. Role Purpose The Operations Lead will own and evolve Aura’s operational systems, processes, and data infrastructure, ensuring the business can scale efficiently and reliably. This is a strategic and technical role focused on building the operating system of the business, spanning CRM, automation, data, and workflows. Crucially, you will act as the internal technical lead during a comprehensive Revenue Operations overhaul. You will collaborate with our external RevOps agency to lay the foundations over the first six months, before taking full ownership of the architecture. You will combine hands-on execution with high-level system design, creating scalable solutions that reduce manual effort, improve data quality, and enable better decision-making. Key Responsibilities Systems Architecture & Agency Handover • Serve as the primary internal stakeholder working alongside our external RevOps agency to build our scalable architecture., • Take total ownership of Aura’s core systems post-handover, particularly HubSpot (CRM, workflows, pipelines, reporting)., • Define and implement the target systems architecture across Ops, Sales, Marketing, and CX., • Build and maintain a single source of truth for all operational and commercial data., • Ensure all systems are scalable, highly reliable, and structured to support a strictly regulated FCA environment. Operational Strategy & Automation • Identify bottlenecks and engineer automated solutions to decouple our commercial growth from our internal headcount., • Identify opportunities to remove manual work and scale processes through intelligent automation., • Deploy AI tooling and automated workflows to reduce the 'cost-to-serve' while maintaining a premium customer experience., • Establish clear workflows, ownership models, and internal SLAs across all business units., • Ensure all technical processes are thoroughly documented, maintainable, and scalable. Commercial Data, Reporting & Insights • Move the business from descriptive reporting to predictive analytics, developing and owning operational and commercial dashboards., • Improve data quality, governance, and consistency across all systems., • Enable leadership decision-making through clear, accurate reporting, providing the SLT with real-time visibility on Customer Acquisition Cost (CAC) and Lifetime Value (LTV)., • Implement rigorous processes for ongoing data QA, monitoring, and optimisation. Business Integration & Execution • Own the delivery of key operational projects from initial scoping through to successful completion., • Translate high-level strategic requirements into clear execution plans and functional systems., • Partner seamlessly with Marketing, Sales, CX, and Product teams to improve operational performance and support new product launches. Knowledge, Skills & Experience Essential: • Proven experience in operations, RevOps, or technical systems roles within a fast-scaling business environment., • Deep, demonstrable experience architecting CRM systems, with a strong preference for HubSpot., • Ability to operate fluidly across both high-level strategy and granular, hands-on execution., • Strong systems thinking; you must be able to design scalable processes from scratch, not just follow existing ones., • High level of autonomy and initiative, with a proven ability to work from ambiguity to concrete outcomes., • Strong data literacy and exceptional attention to detail. Highly Desirable: • Experience managing external technical agencies or consultants., • Expertise with no/low-code automation tools (Make, Zapier, Airtable, etc.)., • Technical curiosity regarding APIs, complex integrations, and basic scripting., • Previous experience operating within a regulated environment or managing sensitive customer data. Company Benefits • Life: Fully remote, with occasional high-impact meetups in London/South of England., • Leisure: Unlimited holiday and a flexible, trust-based working culture., • Purpose: Make a tangible, meaningful difference helping people navigate life’s hardest times., • Growth: Dedicated support and budget for personal and career development., • Wellness: Free wellbeing apps, private medical insurance, and a 24/7 support line., • Travel: The flexibility to work from a country of your choice for one month each year.