Head of Operations in London

About 1st Formations

At 1st Formations, we empower entrepreneurs to start, run, and grow their businesses with confidence. Running a business shouldn't be slowed down by company formation, statutory compliance, accounting, or payroll. From day one, these essentials should be seamless, reliable, and intelligently handled - freeing founders to focus on building and scaling. We're a leading UK provider of company formation and compliance services, building a modern, fully integrated technology platform that supports founders at every stage of their journey. Our platform brings together formation, compliance, accounting, payroll, and ongoing business support in one cohesive experience.

Why Join Us Now?

• You'll be joining a business with strong momentum, clear direction, and real opportunity for progression.
• £18m annual revenue, including £9m ARROver 1 million companies formed.
• Certified B Corp and Carbon Neutral Business.
• Forecast to grow 5x-10x over the next three years.

The Role

We are seeking a commercially minded Head of Operations to drive day-to-day operational performance and execution excellence across 1st Formations and its associated business lines. The individual will be responsible for driving operational performance, alignment, and execution across 1st Formations' customer-facing operations and associated service lines. This role provides operational leadership across customer sales, retention, customer service, mail, company secretarial (Co Sec), and the serviced offices/business centre, ensuring the company's vision is translated into scalable, efficient, and commercially successful outcomes.

Key Responsibilities

• Own the operating strategy and day-to-day performance across customer sales, retention, customer service, mail, Co Sec, and the serviced offices/business centre; translating commercial objectives into functional plans while staying hands-on in execution.
• Set and manage the operating cadence for each function; targets, workflows, and standards, ensuring consistent delivery across all customer-facing teams.
• Build and own the reporting and KPI framework across these functions, giving leadership real-time visibility into performance, risk, and opportunity.
• Drive cross-functional collaboration, resolving operational bottlenecks to ensure smooth customer journeys and efficient ways of working.
• Partner with the CEO to evaluate growth opportunities, new service lines and market opportunities, assessing operational readiness to scale ahead of commitment.
• Develop and coach function managers and senior leaders, strengthening leadership capability and organisational effectiveness, and ensuring each function operates with clear ownership, commercial discipline, and measurable performance outcomes.
• Work with Product to lead operational improvement and transformation initiatives; systems, automation, process redesign, and technology enablement to enhance scalability, efficiency, and competitive advantage.
• Ensure operational resilience, enterprise risk management, and regulatory compliance across all regulated activities, maintaining robust governance and controls across the Group.
• Develop a high-performance culture grounded in accountability, collaboration, continuous improvement, and customer-centricity.

What we are looking for

• A commercially astute operator with experience running operations across multi-disciplinary or multi-entity service businesses; ideally within a scaling SME environment and with experience in a subscription, membership or B2B Services model.
• Experience coordinating diverse business units or functions while maintaining performance accountability.
• Strong operational and organisational capability, with the credibility to work closely with senior leadership.
• Understanding of regulated, professional services, or compliance-led environments.
• A data-led leader who translates plans into measurable execution and consistent delivery.
• A collaborative leader who builds alignment across diverse teams and raises operational standards.
• A change-oriented operator who strengthens processes while supporting growth and innovation.

What We Offer

• £100k-120k and a comprehensive benefits package.
• Real opportunities for progression as the business scales.
• The chance to influence both customer experience and product development.
• A culture that values ownership, impact, and continuous learning.

Equal Opportunities

1st Formations is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We consider all applicants for employment without regard to race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, criminal history, disability, or gender identity. We encourage individuals from all backgrounds to apply. If you have a disability or special need that requires accommodation, please let us know.