Service Delivery Manager (Customer Operations Manager) in City of London

KareHero is a rapidly growing tech startup helping families navigate the financial, legal, and care complexities of adult social care. Our mission is to support millions of families in accessing affordable care across the UK. We work closely with care providers, employers, insurers, and strategic partners to simplify complex care journeys through a combination of technology and human support.

You should be customer-obsessed and looking for ways to improve how we serve them because this role would provide a unique opportunity to shape the future of our customer operations and service delivery, with a clear progression into the Head of Operations role in due course.

We're looking for a Service Delivery Manager to lead the day-to-day running and coordination of our Care Concierge service. You’ll lead from the front, supporting the team, staying hands-on with the inbox, and owning challenging escalations.

• Member Experience: connecting people to the right support at the right moment, keeping them engaged across their journey, and owning the end to end experience.
• Running the service day-to-day.
• Turn patterns into improvements, spotting recurring themes in what families come to us with and feeding them back into the service.
• Own relevant metrics, including (but not limited to) activation, conversion and outcomes to deliver service improvements.
• Build expertise in the health and care industry, and use it to upskill the team and lift the quality of every customer interaction.
• Own workforce planning needed to meet SLAs, manage coverage and capacity so the service stays resourced as volume grows and fluctuates.
• Work cross-functionally with Product and Customer Success to build new services, support renewals, and shape features as we scale.
• Treat scalability as a design principle. Look at ways to build the service so it can absorb significant growth (new enterprise clients, rising volume) without simply adding headcount.
• A customer-obsessed operator who thrives in ambiguity and enjoys building from the ground up.
• Significant time across customer-facing operations, ideally startup or scale-up, with a bonus for wellbeing, healthcare or employee benefits.
• Built and developed a service-led team doing demanding, emotionally weighty work.
• Improved processes, standards and playbooks that hold up as a service grows.
• Built automated workflows and embedded AI tooling into a live ops or service function, or a clear, demonstrable sense of how you'd do it.
• Owned service or experience outcomes, with a data-driven approach to outcomes and decisions.
• Worked cross-functionally with Product and Customer Success in a fast-moving environment.
• Used CRM and support tools like Intercom, Attio, HubSpot or Zendesk.
• Background in CX, case management or complex service delivery.
• Curiosity in new tools and technologies, including AI, to speed up response times and help users self-serve.

You will own service delivery from day one, grow into Head of Operations as the company scales. You'll start close to the frontline, master service delivery first, then take on capacity, strategy and ownership of the whole operation over time.

Competitive salary of £40k-£50k per year (full-time), depending on experience. ~25 days annual leave plus bank holidays, and an additional day off for your birthday. ~ Hybrid working arrangement with 2-3 days per week in our London office (with Gym, and access to over 40+ different office locations across London) ~ Generous stock option package (EMI shares), performance dependent. ~ Up to 7 days of paid carer’s leave annually to support a loved one. ~ A collaborative and supportive team environment, with both virtual and in-person social activities designed to maintain strong team connection and culture.

We welcome applications from all backgrounds and perspectives and we can offer interviews at times that suit you if you have caring responsibilities, or find it hard to take time off work.