Please include a short statement at the top of your CV detailing 2-3 specific things that demonstrate your experience and suitability for this role.
We will only consider applicants who provide this.
About Us:
Reward Flight Finder is a growing SaaS, business-to-consumer company in the travel reward space. Led by a young entrepreneur, our MRR has grown strongly over 5 years from a small base. We are a team of 3, with freelance marketing support & subcontracted IT & finance functions.
Role Overview:
We are seeking our first Head of Operations to ensure the business functions effectively and efficiently, maximising productivity and profitability. This is a hybrid role that demands both strategic thinking and hands-on execution. You’ll be central in aligning cross-functional teams and processes to deliver on the company’s vision, growth targets, and operational excellence. We are open to hiring someone full-time with a probationary period of 6 months, or hiring on a freelance basis.
Core Responsibilities:
1. SOP Development & Operational Infrastructure
* Create and maintain clear, scalable Standard Operating Procedures (SOPs) and systematise repeatable tasks to reduce founder/manager reliance and enable delegation
2. Knowledge Management & Internal Documentation
* Design and implement a knowledge base as a central hub for policies and processes, building a clear structure with naming conventions, ownership, and version tracking
3. Project & Workflow Management
* Lead cross-functional projects from scoping through to delivery using ClickUp. Create templates and workflows to ensure consistency and clarity across projects.
* Define key metrics for operational efficiency / performance marketing and ensure reporting against them
4. Operational Scalability & Growth Enablement
* Build infrastructure that can scale with headcount, customer volume, and geographic reach
5. AI & Automation Integration
* Evaluate and deploy AI tools to streamline workflows in customer service, marketing, and finance
6. Shared Email & Communication Systems
* Set up and manage shared inboxes. Define shared email workflows and ensure accountability across teams.
Person Requirements:
Must be based in London
Experience & Skills
* 3+ years in operations, business management, consulting, or startup roles. Proven experience building systems from scratch in a startup or scale-up environment
* Strong project management skills with process-oriented mindset with the ability to break down complex problems into repeatable workflows
* Experience implementing or managing knowledge bases and SOP libraries
* Confident working with AI tools and automations
Tech Fluency
* If you can't code, you must at least be very tech savvy.
Communication & Leadership
* Excellent written and verbal communicator, able to translate strategic goals into operational processes
* Works well cross-functionally with product, marketing, tech, and founders
Mindset & Traits
* Obsessed with efficiency, clarity, and scalability
* High attention to detail but also sees the big picture
* Low ego, high ownership – rolls up sleeves to get the work