Commercial Operations Manager

️ Title: Commercial Operations Manager

Department: Lottie, Marketplace team

Salary: £40,000 - £50,000 (+ excellent commission)

Benefits & Culture: See here

Equity: A very generous EMI share offering

Holiday: 26 days + bank holidays

Mission: Elevate later life for everybody and build the care sector of the future

Office Policy: Hybrid with a minimum of 2 core office days per week

Office Location: London Bridge, London, UK

The Opportunity:

Lottie is looking for a Commercial Operations Manager to help scale our home care partner network — a fast-growing, operationally complex marketplace of ~2,000 care providers across the UK.

We're looking for someone who can bring operational rigour to a fast-growing partner network, build the systems that let ~2,000 home care providers succeed at scale, and show up as a credible, trusted point of contact when those relationships need a human touch.

You don't need a CS or sales background. You need to be smart, operationally sharp, and genuinely excited about building something from the ground up.

What does this role involve?

• Build and own the operational infrastructure that supports ~2,000 home care partner listings — playbooks, self-serve resources, documentation, and automated workflows that reduce noise and scale the function

• Manage the client-facing side of the role — building relationships with home care operators at head office and branch level, handling difficult conversations with care and confidence

• Work closely with the CS ops team to identify process gaps and implement solutions that let partners succeed without needing you in every conversation

• Proactively educate partners on what success looks like — getting ahead of frustration points before they become churn risks

• Handle operational queries at scale — invoicing, payments, onboarding — comfortable with the unglamorous as well as the strategic

• Support partner retention — helping operators understand their ROI and flagging risk before it becomes churn

• Feed insight from the partner network back into product, engineering, and sales

What problems will you be solving?

• Home care is one of the fastest growing parts of the business — the operational infrastructure needs to match that pace, and you'll be building it

• With ~2,000 partners, the function can't scale on relationships alone — you'll build the processes and systems that allow partners to get results without constant hand-holding

• Home care operators are running businesses under real financial pressure — you'll help them understand how to get ROI from Lottie faster, and have the difficult conversations when things aren't working

• The function is still being shaped — you'll be a genuine net contributor to what great looks like here, not just managing your own patch

We think you’ll be a great fit if…

• You're process-minded above all else — you build systems that outlast you, document everything, and see operational efficiency as the highest-leverage thing you can do

• You're a natural problem-solver — resourceful, fast-thinking, and comfortable figuring things out in ambiguous environments

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