taptapsend - Head of Business Operations — Business
Requirements
• 5-7+ years of high-performing experience in a fast pace, analytical environment • You are looking for a role where you can directly drive the impact, where you are the owner and have autonomy to make decisions and drive outcomes • You take ownership, are dependable, and do the hard things to make things work. You own the problems end-to-end and constantly ship improvements • Comfortable using SQL to drive decisions daily • Willingness to build and iterate on AI-powered workflows and automations • No task too small, willingness to dive in and sweat the details regardless of the tool or problem • Instinct to add 'just enough' process to scale without cumbersome bureaucracy • Comfortable in a regulated, 24/7 business where the stakes for the customer are real • London, office based • A BizOps role at Taptap Send is a super Individual Contributor. For your topic you are the single threaded owner, the analyst, the product manager, the engineer and the operations lead. In practice you don’t wait for others, you leverage AI to get things done and build what drives the outcome you seek. • This is not a coordination role, and it is not a strategy-deck role. If your best work has been influencing other teams to build things, this will be a frustrating job. If you have been waiting for a role where you are simply allowed to go and fix it, this is that role. • This role is a launchpad — previous BizOps hires have gone on to lead functions and launch products.
Responsibilities
• Business customer retention — build an AI native account management support that is an order of magnitude better than anything on the market. • A service excellence our BPO partners deliver to, consistently, as volume and product complexity increase. • Launch readiness — every new product and geography requires specific support, you build it and run it. • Insight to build a Product businesses love — you’re the closest to what business customers actually ask, you quantify it and get it into the roadmap. • Cost of support — own the budget for support and make it more efficient with scale. • Design, build and run best-in-class support for the Business product, end to end • Identify unhappy paths, build and automate solutions and work with product to fix at scale • Design, build and maintain AI-powered workflows and automations that reduce manual effort, improve retention and scale Operations effectively • Take operational functions and processes from 0 to 1, then 1 to 100 • Set the standard our BPO partners are held to — playbooks, QA, KPIs — and hold the performance bar high • Structure complex and ambiguous problems by conducting ad hoc analysis • Act as Product Ops for the Business line: turn what customers tell us into evidenced product priorities, and get them built • Work across highly technical and specialised product, engineering and data colleagues to deliver an experience business customers stay for • Own support for each new launch, from readiness through to a steady, automated state
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