Senior Manager of Platform Operations

Requirements

• Qualified candidates must be based in the Greater London area.
• 5+ years of professional experience with real reps across different types of work.
• Your background doesn't need to map perfectly to this role — but you bring the maturity and judgment that comes from having shipped, failed, and iterated.
• Energised by breadth and ownership — you want to do more and own more than your current role lets you.
• A track record of moving from problem identification to shipped solution without heavy direction — show us the thing you built, not just the deck you presented.
• Strong analytical skills: comfortable with SQL, data visualisation, and translating data into recommendations.
• Customer empathy — you've talked to real users and changed your mind based on what you heard.
• Builder mentality — you've made things (any stack, any domain) and you're comfortable picking up tools, data, and automation to get something working.
• Fluency with AI tools as part of your daily workflow — not occasional use, habitual use.
• Clear, concise written and verbal communication — you explain the "so what," not just the "what" using only as many words as necessary.
• Self‑directed but coachable — you take initiative and own outcomes, but you adapt when the direction changes and let the work speak for itself.
• Bonus: experience in live entertainment, ticketing, or marketplace businesses.

What the job involves

• We're looking for a generalist operator to join the team — someone with sharp judgment, a bias to action, and the instinct to dig into a problem, figure out what to measure, and ship a solution without waiting for instructions.
• You'll work across e-commerce, customer experience, data, and operations — owning problem spaces end-to-end from identification through delivery and measurement.
• This isn't a role where you sit in a lane. You'll move between strategy, analysis, customer insight, and hands‑on building depending on what the problem requires — and you like it that way.
• You might come from analytics, product management, operations, or something else entirely.
• Over time, the role may specialise based on your strengths and where the business needs you.
• You reach for data before forming an opinion, talk to customers before assuming you understand the problem, and use AI tools to move faster than traditional workflows allow.
• Own problem spaces across e-commerce, CX, and operations end-to-end — define success criteria, build dashboards, run analysis, and present actionable reads to leadership.
• Dig into customer and operational data to find the problems worth solving, then partner with product and engineering to solve them.
• Talk to customers, operators, and support agents to build qualitative context around quantitative signals.
• Build prototypes, dashboards, automations, and analyses using whatever tools fit — SQL, spreadsheets, AI tools, lightweight apps. You don't wait for someone else to build it.
• Write things down: frame problems, define ownership, and make next steps obvious so engineers and operators can move faster.
• Partner with the data team on metrics definitions, data quality, and self‑service capabilities.

What Success Looks Like:

• Problems found and solved → You consistently spot problems worth solving and drive them to resolution. Example: you notice our cancellation policy is generating avoidable refund volume, analyse the alternatives and their impact, recommend a change, and lead the implementation through to measurement.
• Customer signal in the room → Customer feedback, support data, and behavioural signals visibly influence what gets built. You're the person who brings "here's what customers are actually experiencing" into prioritisation, backed by data.
• Measurement that matters → New capabilities ship with success criteria defined upfront and honest reads after. You tell us what worked, what didn't, and what to do about it.
• Clarity that moves people → When you frame a problem, write a recommendation, or present a post‑launch read, people act on it. Engineers and operators are faster because you made the next steps obvious.
• Expanding scope → Over time, you own more because you've earned trust through execution. Harder problems come your way because the earlier ones are handled.