Operations Manager

This role requires shift coverage between 1pm and 5am, including weekends, on a rotating basis, to cover US customer hours. This is a fixed requirement of the role.

Our mission is to transform how technology is bought, used and reused creating better outcomes for customers, brands and the planet. Raylo is the subscription infrastructure that enables leading electronics brands to move from one-off device sales to recurring subscription programmes that increase conversion, deepen loyalty and capture more lifetime value. We have over $90m ARR, were profitable, growing fast, with over a quarter of a million subscriptions across consumers and small businesses. Customers trust us too, with a 4.5/5 Trustpilot rating from more than 20,000 reviews.

For customers, the experience is simple: subscribe to a device, get support throughout, upgrade when you want, and return it when you're done. Behind that sits an AI-powered operating system that executes and manages device subscriptions end to end: credit and fraud decisioning, lifecycle operations, and the financing engine that enables brands to run subscription programmes at scale.

At Raylo, AI is woven into how we work every day. We don’t ration access or hedge our bets. Our people use the best models and tools, and we expect them to do things that weren’t possible a year ago. Processes that used to be good enough are being rebuilt. Teams are replacing spreadsheets with bespoke tooling, and anyone can query our data layer in plain English and get a real answer in seconds.

We hire to a high bar. You’ll work with people who push you, raise your game and expect you to do the same. We want every person at Raylo to do the best work of their lives, and enjoy doing it.

Core Values

• Be deeply curious: We thrive on innovation through diverse approaches, views, and people.
• Walk in your customers' shoes: To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.
• Focus and execute: We have a big vision, but we believe in nailing the most important problems first.
• Be gritty: Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin.

Join Raylo as an Operations Manager and lead our US Customer Success team at the heart of our growing business. As we expand into new markets, you'll take ownership of team performance and customer experience for our customers across the US. This role sits within Raylo's Operations function - spanning Customer Success, Collections, Credit Risk, and Supply Chain & Logistics - and is focused within Customer Success.

What You’ll Do

• Lead and support the team day-to-day, providing coaching, feedback and guidance to help associates perform at their best and deliver a high-quality customer experience in a new market.
• Manage team performance and priorities, using data and insight to identify trends, address performance gaps and set clear, achievable objectives.
• Own day-to-day operational challenges, balancing competing priorities, solving complex issues and making informed decisions that improve customer outcomes and team efficiency.
• Stay hands-on and close to the customer, supporting complex escalations, helping associates with challenging conversations and ensuring a consistent, positive customer journey.
• Continuously improve how we work, identifying opportunities to improve processes, ways of working and team performance in a fast-paced environment.
• Use data and AI tools to build dashboards and insights that drive change, tracking performance against CSAT, NPS, QA and SLA targets.

You’ll Succeed with

• People leadership & coaching: 3-5 years directly managing a team, with the ability to motivate, develop and support people through regular 1:1s, coaching, feedback and performance management.
• Communication: Clear, confident communication, able to adapt your approach when working with associates, customers and senior stakeholders.
• Problem solving & decision making: Comfort handling complex or sensitive issues, making informed decisions and taking ownership through to resolution.
• Performance management: Confidence using data and KPIs to understand performance, identify trends and take action to improve results, including customer satisfaction.
• Experience with customer service or ticketing platforms for example, Intercom, Google Sheets/Excel and reporting dashboards or BI tools.
• Resilience and adaptability, staying comfortable in a fast-paced environment where priorities, volumes and challenges can change quickly.
• A naturally curious, proactive mindset, with a track record of improving processes, team performance and ways of working, bonus if using AI for this.

Opportunities & Benefits

• Fast-track your career: 40% of our employees are promoted every review cycle (bi-annually).
• Exclusive Raylo device lease for employees.
• Private Medical Insurance.
• Stock options for all employees.
• L&D budget to support the skills you value.
• Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months.
• Workplace nursery scheme for major cost savings.

Hiring Process

We move quickly and we'll aim to give you the best candidate experience possible. It starts with a 15-minute call no prep needed. If there's a fit, we move fast, every stage has a purpose, and we'll tell you what we're looking for at each one.

Diversity & Inclusion at Raylo

At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.