Head of Operations & Customer Experience in London

Flyp is revolutionising the real estate industry with a mission to create a fairer and more efficient ecosystem for sellers, agents, and buyers. The traditional property market is full of inefficiency. Sellers are often reliant on a single agent, a single buyer pool and a single Rightmove listing - with limited visibility on whether their strategy is actually working. Flyp changes that by giving sellers access to a managed marketplace of estate agents, combining broader reach, better competition, data-led decision making and a more actively managed sale. Flyp aims to disrupt this status quo by providing technology-enabled solutions that prioritise trust, transparency, and maximum value for sellers.

We are growing fast. Customer volume is currently doubling roughly every two months, and we expect to have over 1,000 live customers within the next 3–6 months, with significant growth beyond that. As we scale, we need to build the operating system that allows us to deliver consistently better outcomes for customers at much greater volume.

We are looking for a Head of Operations & Customer Experience to own and scale the operational engine behind Flyp’s marketplace. This is a high-ownership role for a proven operator who can create order in chaos, think deeply about complex problems, build scalable systems, and improve the customer experience from start to finish.

Position Overview

As Head of Operations & Customer Experience, you will sit at the centre of Flyp’s marketplace operation - owning the customer journey, improving marketplace performance, and building the systems, tools, processes and teams that allow us to scale. Your core focus will be improving the quality and effectiveness of the customer experience: helping more customers sell, helping them sell faster, increasing satisfaction throughout the journey, and increasing lifetime value by consistently embedding relevant additional revenue streams into the customer experience.

This role requires someone who is both highly strategic and deeply hands-on. You will need to diagnose operational problems, design better ways of working, build repeatable playbooks, work closely with product and data, implement AI-enabled tools, and lead remote teams to execute consistently at scale. This is not a reactive operations role. You will be expected to proactively surface strategic recommendations, spot problems before they are flagged, identify opportunities the business has not yet acted on, and bring clear proposals for how Flyp should improve the marketplace, customer journey, product and operating model.

You should be comfortable iterating and testing in live environments, but disciplined enough to turn successful tests into scalable systems. The right person will bring structure, not bureaucracy - moving quickly while building the foundations for a much larger business.

Responsibilities

• Marketplace Operations & Scale
  • Own and improve the operating model behind Flyp’s managed marketplace, ensuring the business can scale from hundreds to thousands of live customers while maintaining quality.
  • Build the processes, playbooks, team structures, management cadence and performance standards needed to scale the marketplace with consistency and speed.
  • Create clarity across a fast-moving, high-volume environment, ensuring the business always knows what is happening, what needs attention and what should happen next.
  • Work across internal teams and external marketplace participants to improve execution, remove bottlenecks and drive better customer outcomes.
• Customer Experience & Journey Ownership
  • Own the customer experience from start to finish, ensuring customers feel supported, informed and confident throughout their sale.
  • Improve customer satisfaction, speed of sale, sell-through rates and overall experience across the platform.
  • Translate customer feedback and operational insight into better processes, better product, better communication and better execution.
  • Build repeatable playbooks that allow the team to deliver a consistently high-quality experience as volume grows.
  • Ensure the complexity of a multi-agent marketplace feels simple, clear and valuable to the customer.
• Strategic Improvement, Product, Data & AI
  • Proactively identify where the marketplace, customer journey or operating model can be improved - then take ownership of turning those recommendations into implemented changes.
  • Work closely with product, data and leadership to turn operational insight into better internal tools, customer-facing experiences and marketplace workflows.
  • Build and implement practical AI tools that improve execution, increase operational leverage and help the team make better decisions at scale.
  • Use data to understand what is working, where the customer journey is breaking down, and which changes will have the biggest impact on speed, satisfaction, sell-through and lifetime value.
• Remote Team Leadership & Operational Excellence
  • Lead and develop a growing remote operations team, with a significant proportion of the team based in South Africa.
  • Build the structures, scorecards, training, QA and accountability needed for a distributed team to perform consistently.
  • Hire, train and improve teams as the business scales, ensuring the right people, processes and standards are in place.
  • Develop upon a culture of ownership, pace, high standards and continuous improvement.
• Commercial Growth & Embedded Revenue Streams
  • Embed additional revenue opportunities into the customer journey where they genuinely improve the customer experience and increase lifetime value.
  • Bring a commercial mindset to the full customer journey, spotting where Flyp can provide more value before, during and after the sale.

Qualifications

• We care more about proven capability than a specific industry background.
• Proven experience scaling a high-growth business, marketplace, operationally complex startup or customer-led service business.
• Demonstrated ability to create order in chaos, build and develop systems and improve execution in a fast-moving environment.
• Strong operational judgement, with the ability to diagnose problems, prioritise clearly and take complete ownership of business improvements.
• Deep focus on customer experience, customer journey design and product quality.
• Strong product and data instincts, with the ability to work closely with product, engineering, data and automation teams.
• AI-native in a practical sense - comfortable identifying where AI can improve workflows, execution, insight and operational leverage.
• Experience hiring, managing and improving teams, ideally including remote or distributed teams.
• Commercially minded, with experience contributing to growth, partnerships, revenue expansion or customer monetisation.
• Comfortable testing and iterating in live environments while also building systems for scale.
• Excellent communication skills, with the ability to align teams, challenge assumptions and influence outcomes without relying on hierarchy.
• High ownership, high urgency and strong resilience.

Nice to have

• Experience in real estate, proptech or marketplaces.
• Experience embedding new commercial products, partnerships or revenue streams into an existing customer journey.
• Experience working with offshore or remote teams.

What success looks like

In this role, success means Flyp can scale rapidly without the customer experience breaking - and ideally with the experience improving as we grow. You will ensure the business can support a much larger live customer base while improving speed, satisfaction, sell-through and lifetime value. You will turn messy operational complexity into clear systems, better product, stronger execution and a more scalable marketplace. You will not just run the machine; you will help design, improve and scale it.

Benefits

• Leadership role in a fast-growing company reshaping the UK residential property market.
• Opportunity to build the operating system behind a category-defining marketplace.
• Meaningful ownership over operations, customer experience, product execution and commercial expansion.
• Opportunity for significant career growth as the company scales.
• Collaborative, ambitious and high-ownership team.
• Performance-based compensation structure.
• Vitality Health Insurance.
• Equity and long-term incentive opportunity.