About Serve First

Serve First is redefining how businesses deliver exceptional customer experiences.

We don't just collect feedback we turn it into actionable insights, ready-made plans and automated workflows that help frontline teams respond faster, smarter and more effectively that their competition.

Our AI-powered platform is trusted by some of the UK and Europes leading enterprise brands.

Following our recent £4.6m funding round we are now scaling fast across the UK, EU and US.

Our Values

Our culture drives our success, we live by these four key principles:

• Customer First we place the customer at the heart of every decision
• Integrity Always we act with honesty, transparency and accountability
• Innovate & Simplify we challenge the status quo and seek smarter ways to work
• One Team, Act Fast we collaborate seamlessly, move quickly and deliver results
  
  
  

The Role

Were hiring a proactive, strategic, and organised Operations Manager to oversee the delivery of our client feedback programmes and ensure we consistently exceed expectations.

Reporting to the COO, this role will drive operational excellence, lead multiple teams and. Play a pivotal role in enhancing client satisfaction and minimising client churn.

Specifically, this role will:

• Lead and manage our operational teams across Implementation, Customer Success, Customer Contact, Shopper Coordination and Feedback Stand Management in the UK, Philippines and other regions
• Own and optimise processes to deliver programmes efficiently, accurately and on time, ensuring internal KPIs and client SLAs are consistently met
• Develop, recruit and scale the operational teams in line with company growth
• Collaborate closely with product and development teams to identify opportunities for automation, improving efficiencies and reporting
• Drive continuous improvement by analysing performance metrics and implementing strategic operational enhancements
• Partner with sales teams to ensure smooth transitions, including handling logistics and system set ups
• Provide pre-sales operational support where required
• Act as a key escalation point for operational challenges while fostering collaboration between teams
• Promote and embed the company values throughout the operations teams
  
  
  

You will also have the opportunity to develop the role as you deem appropriate.

About You

Were looking for an operational leader with strong problem solving skills, a passion for delivering results and a track record of driving efficiency across teams and processes.

Key Skills And Experience

• Proven experience managing an operations teams and processes in a high growth environment
• Track record of process design and optimisation to improve efficiency and performance
• Knowledge of Shopmetrics an advantage
• Excellent communication and leadership skills with the ability to influence across departments
• Highly organised, deadline focussed and solution orientated
• Comfortable leading divers distributed teams across multiple geographies
• Collaborative, commercially aware and data driven
• Must be able to work onsite in Milton Keynes for a minimum of 3 days per week
  
  
  

Why Join Serve First?

• Rapidly growing, fully funded UK tech startup
• Competitive salary
• Hybrid working with HQ in Milton Keynes
• Dedicated learning & development budget
• Career progression opportunities
• High-trust, values-led culture where your impact will be visible and recognised