Commercial Operations Manager

Lottie is looking for a Commercial Operations Manager to help scale our home care partner network — a fast-growing, operationally complex marketplace of ~2,000 care providers across the UK. We are looking for someone who can bring operational rigour to a fast-growing partner network, build the systems that let ~2,000 home care providers succeed at scale, and show up as a credible, trusted point of contact when those relationships need a human touch. You don’t need a CS or sales background. You need to be smart, operationally sharp, and genuinely excited about building something from the ground up.

What does this role involve?

• Build and own the operational infrastructure that supports ~2,000 home care partner listings — playbooks, self-serve resources, documentation, and automated workflows that reduce noise and scale the function.
• Manage the client-facing side of the role — building relationships with home care operators at head office and branch level, handling difficult conversations with care and confidence.
• Work closely with the CS ops team to identify process gaps and implement solutions that let partners succeed without needing you in every conversation.
• Proactively educate partners on what success looks like — getting ahead of frustration points before they become churn risks.
• Handle operational queries at scale — invoicing, payments, onboarding — comfortable with the unglamorous as well as the strategic.
• Support partner retention — helping operators understand their ROI and flagging risk before it becomes churn.
• Feed insight from the partner network back into product, engineering, and sales.

What problems will you be solving?

• Home care is one of the fastest growing parts of the business — the operational infrastructure needs to match that pace, and you’ll be building it.
• With ~2,000 partners, the function can’t scale on relationships alone — you’ll build the processes and systems that allow partners to get results without constant hand-holding.
• Home care operators are running businesses under real financial pressure — you’ll help them understand how to get ROI from Lottie faster, and have the difficult conversations when things aren’t working.
• The function is still being shaped — you’ll be a genuine net contributor to what great looks like here, not just managing your own patch.

We think you’ll be a great fit if…

• You’re process-minded above all else — you build systems that outlast you, document everything, and see operational efficiency as the highest-leverage thing you can do.
• You’re a natural problem-solver — resourceful, fast-thinking, and comfortable figuring things out in ambiguous environments.
• You’re confident in client-facing situations — you can build trust quickly, handle difficult conversations with care providers under financial pressure, and maintain relationships through challenging moments.
• You have some commercial awareness — you understand what drives value for a partner and can connect your work to business outcomes.
• You’re a self-starter — high ownership, high attention to detail, doesn’t need to be chased.

This role isn’t for you if…

• You’re not passionate about elevating later life for everybody — our mission is at the heart of everything we do.
• You’d rather manage a small, high-touch portfolio than build systems that work at scale.
• You want a pre-defined playbook handed to you on day one.
• You’re not comfortable with the client-facing elements — this role requires genuine relationship-building, not just back-office process work.
• You’re uncomfortable with the pace and ambiguity of a fast-growing startup.

We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. If you require reasonable accommodations during the application or interview process, please let us know at Alice.Rooke@lottie.org.