Interim Operations Change Manager

About Us
Food waste is a $1 trillion problem – costing the world over 1% of global GDP. We\’re dead set on solving the problem and looking for people to help us achieve our mission. We, at Winnow, believe that food is far too valuable to waste, and that technology can transform the way we produce food. Our team is made of people who all share a passion for food and technology.

Winnow was founded in London in 2013 to help the hospitality industry prevent food waste through the internet of things tools in the kitchen. We have worked with hundreds of sites and are operating in over 30 countries around the world supported by our offices in London, Dubai, Shanghai, Singapore, Romania and North America. We are a rapidly growing company with a strong base of clients who are rolling out our system globally. We have blue-chip customers including Accor Hotels, IKEA, IHG, Marriott, Compass Group and many others.

Winnow\’s clients on average reduce waste by over 50% by value and sustain savings. Winnow has now worked with hundreds of sites to reduce food waste, including hotels, universities and schools, staff restaurants, event/hospitality kitchens, buffets, pubs, and high street restaurants. Where the system is permanently adopted, pre-consumer waste value is reduced by 50% – 70% with no detrimental impact to the perceived quality or value of the offer to their customers. This represents a typical improvement of food cost savings of 3% to 8%, commonly a 40%+ increase in profitability for operations.

As the global leader in addressing food waste, we are committed to continue pushing the envelope on what technology can do to solve this problem. Winnow Vision, our new artificial intelligence-based technology, is trained to automatically track all food waste thrown away. It has won awards at the World Economic Forum and has been received tremendous enthusiasm from our clients and the industry. You can read more about it on our website and this article in Forbes.

We are passionate about living our values and place them at the centre of everything we do. We are excited about like minded talent who share these values, joining us in our mission:

• Equal parts head and heart. We\’re both passionate and measured. We carefully balance the need for quick solutions and pragmatism with the ability to step back, take in the bigger picture and build for the long term
• Bravely honest. With each other, that means we\’re a transparent organisation where a healthy, respectful debate is encouraged. With our customers, we challenge them if we don\’t think they\’re achieving their goals, whether they be environmental or financial
• People of action. Done is better than perfect, and we learn by boldly doing then rapidly improving. We\’re breaking new ground, so we know things might go wrong. But we judge ourselves and each other on our reaction and our resilience
• Bound by food. We\’re a diverse bunch, but our belief in the value of food is the common thread in everything we do. With each other, we celebrate through our love and respect for food. With our customers, it means we work hard to develop creative tools to make it easy for chefs to value food
• Hungry and humble. Our product is revolutionary, our people are impressive, and we\’re hungry for change. But, we\’re just the catalyst for a bigger movement. We stay humble regardless of our success, and make chefs the heroes in this journey
• People and Planet Positive. We\’re caretakers of the planet, helping to preserve and support it for now and the future. Our work already minimises the impact that the hospitality industry has on the planet, and we\’re also committed to actively reducing our own footprint while doing so. We\’re leaving the planet and its people better off than we found them

This is an opportunity to join a rapidly growing start-up and help us propel our growth at what is truly the most exciting and dynamic points in time in our business. You will work alongside a driven team who are motivated by building an exciting business and leaving the world a better place than we found it.

About The Role
We are looking for an Interim Operations Change Manager to provide maternity cover from December to August. This is a high-impact role, driving operational change across Winnow\’s Global Operations team of 30+ colleagues in five locations.

The successful candidate will lead the efficient and standardised delivery of Customer Success operations globally, taking accountability for operational consistency, data accuracy, KPI performance, and cross-team collaboration. This is a hands-on role where you will be expected to own initiatives, drive outcomes, and deliver measurable improvements.

Reports to:
CEO

Direct reports:
4 across 3 locations & 9 indirect reports.

Key Objectives & Responsibilities
Programme & Change Management

• Drive and track the delivery of Customer Success journey improvements (client training, coaching calls, QBRs, documentation, and efficiency projects), working closely with the Customer Experience Improvement Manager to ensure efficient programme management, global alignment and report outcomes to senior leadership
• Partner with Product, Data Science and Data Operations teams to strengthen processes to enhance data quality for clients and our Customer Success team
• Own accountability for Planhat platform enhancements (our central customer data tool), working with the Data Manager to prioritise improvements, gather feedback, and measure success outcomes

Driving KPIs & Data Accuracy

• Hold accountability for accuracy of customer and operational data, driving SLAs, managing escalations with our external partner where required
• Deliver monthly Operational KPIs (NPS, ROI, TTV, savings, etc), addressing technical issues with the Data Manager, engaging with regional teams, and escalating to senior leadership as needed
• Present KPI updates and operational insights to senior leadership monthly, driving regional accountability and clear action-taking

Partnerships & Collaboration

• Act as a key escalation point for our external data partner and with Planhat
• Own the relationship with Winnow\’s Zero Waste Culinary Advisor, Chef Vojtech Vegh, to design and deliver impactful Customer Success training sessions, client webinars & coaching calls, and commercial syncs
• Champion cross-functional collaboration – operational link to key internal teams: ensuring CS feedback flows effectively between Product, Support, and regional CS/BD teams

Leadership & Customer Success Global Alignment

• Lead and develop 4 direct reports, aligning and prioritising activities across the team
• Foster collaboration, accountability, and knowledge sharing across regions
• Be proactive in communicating progress updates to support the CS team and drive global alignment through Global CS calls, regional operations meetings, and consistent communication.
• Drive improvements in Customer Success onboarding and skills development

Requirements
About You
Education & Experience

• Significant experience in Global Operations or Customer Success within a SaaS or technology-led organisation
• Proven ability to deliver operational change across regions and embed consistent processes
• Strong track record in KPI delivery and using data insights to drive decisions
• Experience managing and motivating diverse, global teams
• Familiarity with Customer Success operations and tools (e.g., Planhat). Experience embedding GenAI use is a plus

Personal Attributes

• A strong leader who delivers through others and empowers teams
• Results-driven, with a relentless focus on execution and pace
• Analytical and data-driven, with proven problem-solving skills
• Highly organised, proactive, and able to manage multiple priorities under tight deadlines
• Excellent communicator and confident presenter to audiences large and small
• Skilled at building partnerships internally and externally, with a collaborative and transparent style
• Comfortable challenging the status quo and delivering creative, pragmatic solutions

Our Shared Attributes

• Balanced: Passionate and pragmatic, able to see the big picture while solving near-term needs
• Collaborative: Transparent, respectful, and a believer in healthy debate
• Pragmatic: You get things done and seek to continually improve
• Mission-driven: Committed to the fight against food waste
• Humble & helpful: A team player who supports colleagues and celebrates customer impact

Benefits

• Competitive base salary
• Company stock options package
• Matching pension scheme
• Eye care vouchers and eye care allowance
• Life insurance
• Company part-funded health insurance
• 2 Wellness hours per month, plus a £20 monthly wellness allowance
• Employee Assistance Programme – 24/7 helpline for your wellbeing
• Early finish Friday – log off from 3pm if you have finished all your work by then
• You will love what you do – waking up every day solving one of the biggest social problems of our generation
• Committed team members with broad experience who share a common passion to build a world class business