Commercial Operations Manager

🏷️ Title: Commercial Operations Manager

👫 Department: Lottie, Marketplace team

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

🎁 Benefits & Culture: See here https://careers.lottie.org/

📈 Equity: A very generous EMI share offering

🌴 https://emojipedia.org/palm-tree Holiday: 26 days + bank holidays

💗 https://emojipedia.org/growing-heart 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

🔍 https://emojipedia.org/magnifying-glass-tilted-left 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
• You're confident in client-facing situations — you can build trust quickly, handle difficult conversations with care providers under financial pressure, and maintain relationships through challenging moments
• You have some commercial awareness — you understand what drives value for a partner and can connect your work to business outcomes
• You're a self-starter — high ownership, high attention to detail, doesn't need to be chased

💔 This role isn’t for you if…

• You're not passionate about elevating later life for everybody — our mission is at the heart of everything we do
• You'd rather manage a small, high-touch portfolio than build systems that work at scale
• You want a pre-defined playbook handed to you on day one
• You're not comfortable with the client-facing elements — this role requires genuine relationship-building, not just back-office process work
• You're uncomfortable with the pace and ambiguity of a fast-growing startup

📝 Application

We'd love to see a short video (2 minutes max) answering this question:

Tell us about a process, system, or resource you built or improved that made life easier for you or your team. What was the problem, what did you do, and what changed as a result?

We appreciate this takes time — thank you for taking it. We receive a high volume of applications and this really does help you stand out.

🔢 Lottie’s Interview Process

• Screening interview led by Lottie's Talent Acquisition Lead (Alice Rooke) - remote
• Case study - prework to be completed independently and presented to two commercial leaders at Lottie - remote
• Final interview with Will Donnelly (Lottie's Co-Founder & CEO) and Hiring Manager - in person (London Bridge)

🤩 Candidate Experience: All candidates will be informed of their application status.

• Pre-Screen and Screening interview: You'll receive an email notification, but no specific feedback will be provided at this stage.
• Case Study: If you are unsuccessful after the case study, you'll receive constructive feedback via email and be offered a debrief call with our Talent Lead.
• Final Interview: For final-stage candidates who are not offered the role, we will provide feedback via a phone call.

🚀 Meet Lottie

Founded with a mission to build the care sector of the future, Lottie is creating the AI operating system for social care - designed to unlock profitability for care providers and to make finding care as easy as booking a holiday on Airbnb.

Launched in London in July 2021, Lottie has raised over £25m from tier 1 venture capital funds (Accel and General Catalyst) and is widely recognised as one of Europe's fastest growing tech companies. Most recently, Lottie was the acclaimed winner of Deloitte Fast 50 https://www.deloitte.co.uk/fast50/winners/2025/winner-profiles/lottie/, LinkedIn Top Startups https://www.linkedin.com/pulse/linkedin-top-startups-2024-20-uk-companies-rise-linkedin-news-uk-tyuyc/, The Sunday Times Tech 2026 https://www.thetimes.com/sunday-times-100-tech/software-league-table and Startups 100 https://startups.co.uk/startups-100/2025/lottie-2025/.

As of today, Lottie offers four core products and services, including:

• Lottie http://lottie.org (B2B2C Marketplace) - Free service that helps families find the UK’s best care homes and home care services.
• Found by Lottie https://foundcrm.care/ (B2B Vertical SaaS) - AI-native OS software supporting care providers to effectively manage their enquiries, occupancy and finances.
• Seniorcare by Lottie https://lottie.org/seniorcare/ (B2B Vertical SaaS) - Employee benefit helping companies deliver outstanding eldercare support to their employees.
• AI Agents by Lottie (B2B Vertical SaaS) AI agents that handle care home enquiries - so no family goes unanswered.

🤩 Why Lottie?

• Career Opportunity - A career-defining opportunity to build operational infrastructure at real scale within one of the UK's fastest growing startups
• Early Hire Benefits - Be an early hire at one of the UK’s fastest growing startups and benefit from fast career progression, as well as a generous stock options package.
• Mission - Tech for good that aims to build the care industry of the future and to positively impact millions of peoples lives. Care is one of the final remaining large consumer industries that is yet to be disrupted and positively revolutionised by technology.
• Investors - Series A backed startup having raised £25m+ from tier 1 venture capital investors including Accel and General Catalyst.
• Global Opportunity & Scalability - Be part of a company that is solving a real tangible problem that every family around the world faces at some point in their life.
• People - Join a kind, talented and mission driven team that loves coming to work every day.
• Culture - Excellent employee compensation/benefits, hybrid office policy and outstanding company culture with a 4.9/5 employee review score on Glassdoor.
• Award Winning - Acclaimed winner of LinkedIn’s 2024 “Top Startups” https://www.linkedin.com/pulse/linkedin-top-startups-2024-20-uk-companies-rise-linkedin-news-uk-tyuyc/ and named “the UK’s number one startup for 2025” in http://startup.co.ukStartup.co.uk http://Startup.co.uk 100 Index http://startup.co.uk.

We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

If you require reasonable accommodations during the application or interview process, please let us know at Alice.Rooke@lottie.org