32Co - Head of Operations

• Own and run day-to-day operations across our Orthodontic and Sleep products (UK and US), with full accountability for our high quality bar, performance, and output against agreed targets. • Execute against the operations roadmap set by leadership. Break it down into clear workstreams, sequence the work, drive it through to completion, and report progress crisply. • Manage and develop team leads across functions. Set clear expectations, hold a high bar on performance, and run a tight operating cadence (1:1s, weekly reviews, monthly business reviews). • Hit SLAs and performance targets consistently. Track the numbers, understand why they are what they are, and act fast when they slip. • Identify and unblock bottlenecks. Spot where work is getting stuck, get to the root cause, and fix it - whether that's a process change, a tooling tweak, or a difficult conversation. • Treat operations as a product. Design, build, and continuously improve internal tools, workflows and systems. • Drive adoption and impact of AI and automation across your teams. The COO and leadership team sets the AI build agenda; you make sure the tools land, get used, and translate into measurable change in how operations actually runs. • Run capacity planning, forecasting, and resourcing across your three areas, partnering with leadership on hiring and headcount. • Lead operational readiness for new markets and products, executing the rollout plan and surfacing what needs to change as you go. • Manage day-to-day supplier and partner relationships across our manufacturers and product lines, with clear ownership of lead times, quality, and fulfilment reliability. • What success looks like: • Operations runs smoothly day-to-day without needing COO involvement in execution. • SLAs and performance targets are consistently met across the three areas as volume scales. • AI and automation tools the team is building are actually adopted, used well, and driving measurable improvement in throughput and quality. • Team leads have a clear, supportive manager who holds them to a high standard - and they're getting better at their jobs because of it. • Leadership has full, accurate visibility into what's happening on the ground: nothing is festering quietly, surprises are rare, problems are caught early. • Roadmap items land on time, in scope, and with the team leads bought in. • You're seen as the trusted operator the COO can hand a problem or a plan to and trust will get done well. • You have 5-8 years of experience, for example combining top-tier consulting or finance experience with at least one operations role in a high-growth environment. • You are obsessive about execution and detail. You take pride in things being done well, on time, and to a high standard - not just done. • You are hard-working and high-output. You don't need to be told twice, you don't drop balls, and you bring real energy and pace to the work. • You're a natural project manager. You can take a messy goal, break it into a clear plan, run it, and report on it crisply. • You're great with people. You can manage and develop team leads, hold a firm line on standards, and have hard conversations when needed. • You're an excellent communicator - clear, concise, structured - and just as comfortable writing a sharp update to the leadership team as you are sitting next to a team lead unpicking a workflow. • You operate well with ambiguity but you bring structure to it: you turn vague briefs into clear plans rather than waiting for clarity. • You are AI-fluent and genuinely excited to drive AI adoption across your teams. You don't need to be the one building the tools, but you need to be a power user, a strong advocate, and the person who makes sure they actually land in the real workflow. • You are commercially minded. You understand why operational metrics matter to the broader business and you make trade-offs accordingly.