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Operations Manager
Full-time
As Operations Manager, you will own everything that happens after a client engages with us across the markets in which we operate. Creative Clicks is already active in Germany and the UK, with more markets on the horizon, meaning you'll operate across different regulatory environments, logistics networks, languages, and client expectations while maintaining a consistently high standard of service.
This is not a reactive customer support role. You will be the single point of accountability for Client Operations: resolving complex escalations, building market-specific processes, fixing broken workflows, partnering with Product and Tech, and using AI tooling to build an operations function that punches above its weight. You'll initially join as a highly autonomous individual contributor, with the opportunity to build and lead a team as the company grows.
What You'll Do
Own Client Operations Across Markets
Own Client Operations across Germany and the UK, adapting processes to local regulations, expectations, and operational realities.
Triage incoming issues quickly, prioritising by urgency and impact, and drive cases through to resolution.
Own refund and compensation decisions, ensuring they are fair, fast, clearly documented, and aligned with local consumer requirements.
Build a scalable operational model that can support new markets without reinventing the function every time.
Delivery & Fulfilment
Monitor fulfilment and delivery workflows across multiple markets and logistics partners, identifying issues before clients do.
Manage operational relationships with carriers and fulfilment providers and track delivery performance by market.
Coordinate cross-border logistics edge cases and support compliance with local requirements.
Solve Problems Across Teams
Partner closely with Product and Tech to escalate, reproduce, and resolve platform bugs and client-reported issues.
Involve Clinical and Medical teams when cases have potential health or safety implications.
Identify patterns in client issues and translate them into structured, actionable feedback, representing the client perspective in planning and prioritisation.
Build AI-Powered Operations
Use AI tools to automate repetitive workflows, draft communications, and extract insights from operational data.
Configure and continuously improve AI-powered support workflows, including routing, response drafting, and case summarisation, adapting them for different languages and markets.
Build Reliable, Scalable Processes
Create and maintain operational playbooks, escalation paths, and resolution workflows, including market-specific variants.
Review key operational metrics including resolution time, refund rates, and recurring issue types.
