Operations Manager

ABOUT TIDE At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting. Tide is transforming the small business banking market with over 1.8 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to serve our mission: to help SMEs save both time (and money) so they can get back to doing what they love. Tide facts: Tide is available for UK, Indian, German and French SMEs Over 1.8 million members: 800,000 UK and 1,000,000 in India and growing rapidly Over $300 million raised in funding Over 2,500 Tideans globally - we’re diversity champions! We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, and in Berlin, Paris and Luxembourg. ABOUT THE ROLE The Admin Services team builds and manages tools for small and medium enterprises (SMEs), simplifying accounting, tax compliance, invoicing, bookkeeping, transaction enrichment, payroll, and expense management. By automating administrative work, we help SMEs save time, reduce complexity, and operate with confidence - so they can focus on growth. We are looking for an experienced and motivated Operations Manager to lead this mission. In this role, you’ll help build, scale, and maintain products, collaborating with product owners, data analysts, support teams, developers, and external partners to drive operational excellence and establish scalable practices - all with a focus on delivering maximum value to our members! WHAT YOU WILL BE DOING Establish and optimize L3 support escalation workflows, acting as the primary PoC for product-related issues and driving rapid resolution across Engineering, Product, and Support teams. Own end-to-end operational processes, ensuring workflows across stakeholders are stable, efficient, well-documented, and scalable. Partner with Product owners on Go-To-Market (GTM) initiatives to enable seamless launches of new features with minimal risk and member disruption. Identify operational risks and inefficiencies, collaborating with Engineering to implement safeguards and contingency strategies. Provide operational support during incidents, map critical dependencies, contribute to root cause analysis, and implement monitoring to reduce recurrence. Define and track KPIs, partnering with Product and Data teams to build dashboards, reports, and alerts for effective product health monitoring. Manage external vendors by overseeing SLAs, tracking performance metrics, and resolving third-party issues to ensure optimal outcomes. Mentor and develop Operations Analysts and Senior Operations Analysts, setting objectives and fostering continuous growth and performance. Cultivate a high-performance, data-driven culture, influencing cross-functional stakeholders and driving measurable business impact. Support talent acquisition by contributing to hiring and interview processes to scale and strengthen the operations team. YOU WILL BE A GREAT FIT IF You have 5+ years of experience in operations, technology, or finance, with a proven track record of thriving in a challenging and a fast-paced environment. You are experienced in managing and resolving escalations, ensuring timely outcomes and effective cross-functional coordination You view data as the core of decision-making. You are proficient in Excel/Google Sheets, SQL, and Looker for performance monitoring and automation. You can move from deep-dive technical troubleshooting with developers to high-level strategic reporting for stakeholders. You enjoy designing processes fr ... (truncated, view full listing at source)