Operations Generalist in London

At Gradient Labs, we're building the AI customer operations platform for financial services. Founded in 2023, we now work with some of the biggest names in banking and fintech. Our platform runs specialist agents, purpose-built for financial services, to eliminate manual work across customer support and back-office operations. Together, they give product and operations teams the visibility and control to trust every outcome. We're a team of builders from companies like Monzo, Wise, Mastercard, Revolut and Google. If you're excited to tackle some of the hardest problems in AI and help shape the future of customer operations, we'd love to hear from you.

How you'll make an impact in this role:

• This role will help ensure Gradient Labs runs smoothly as we grow quickly. You'll work directly with the Head of Operations and touch every part of the business - from vendor management and compliance to RevOps.
• Own day-to-day operations execution: Some examples include invoice management, vendor relationships and contracts, supporting month-end with our accountants, infosec and compliance to do’s (SOC2/Vanta, subprocessor updates), and new joiner onboarding. You'll be the person who makes sure nothing falls through the cracks.
• Drive strategic projects and process improvements: Take ownership of initiatives like RevOps commission tracking and tooling, R&D tax credit claim preparation and supplier ops onboarding process. Build systems and automations that reduce friction as we scale.
• Be thorough, be collaborative: Ensure accuracy in everything from commission calculations to contracts. Work with accountants, legal, customers, sales and leadership to keep operations running smoothly - catching errors before they become issues and maintaining the diligence required when every number and document matters.

You’ll enjoy this role if:

• You've got operations experience at a high-growth startup or scale-up where you had to get things done without a lot of support and you enjoyed figuring it out. Bonus if you've worked on areas like RevOps, compliance frameworks (SOC2), supplier ops, or as a generalist at a UK startup going global with multiple entities and customers.
• You're detail-obsessed – you don't miss a grammar mistake and you triple-check your numbers before hitting send.
• You enjoy problem-solving with different stakeholders across a wide variety of topics.
• You don't see anything as outside your remit. Whether it's a contract that needs reviewing, a process that's broken, or a knowledge gap on Notion — you spot it and fix it without being asked.
• You're comfortable diving into unfamiliar domains and figuring it out.
• You're process-minded with systems thinking. You naturally see how things connect and look for ways to automate or streamline and you're excited to use AI tools to get there faster.
• You're comfortable with context-switching. You don't want to specialise immediately and actually thrive when things change up often.
• You like being hands-on but also thinking strategically about what matters next.
• You like collaborating in person. We're in the office 2 days/week and value face-to-face collaboration.

Why join Gradient Labs?

This is a rare opportunity to see how a high-growth AI startup works from the inside out. You'll collaborate directly with founders, gain exposure to every function, and see firsthand how operational decisions enable or constrain growth – giving you real influence on how we scale. As we grow, your role will evolve with the company. You'll build the systems and processes that support our next 50 hires, and have the chance to specialise in areas that match your interests whether that's RevOps, vendor/compliance operations, or another business area.