Customer Operations Manager

Job Title: Customer Operations Manager

Location: London (1 day WFH per week)

Salary: (Depending on Experience)

Industry: PropTech

About Us

Home Made is on a mission to revolutionise the rental experience. As a fast-growing PropTech startup, we're redesigning how people rent and let homes-combining customer obsession with smart technology to deliver a better, fairer, and more efficient process for everyone involved.

We're looking for a dynamic, impact-driven Booking Operations Manager to lead our high-performing Bookings and Operations team. This is a critical role that sits at the heart of our business, overseeing the processes that shape the customer journey-from initial enquiry to scheduled viewings, through to sales agent coordination and performance.

What You'll Be Doing

Team Leadership & Performance Management

• Lead and manage the Bookings and Operations team, driving a culture of excellence, accountability, and continuous improvement.
• Set and monitor team KPIs, ensuring alignment with company goals and a relentless focus on outcomes and customer satisfaction.
  
  

Sales Operational Oversight

• Oversee the customer enquiry lifecycle, ensuring efficient and customer-centric handling of all booking requests.
• Manage and optimise the logistics of sales agent routing and scheduling to ensure operational efficiency and responsiveness.
  
  

Process Improvement & Innovation

• Identify, design, and implement process improvements to streamline operations and scale effectively.
• Collaborate with product and tech teams to ensure CRM and internal tools enhance both operational workflows and the customer journey.
  
  

Data & Insights

• Analyse operational data and customer metrics to inform decisions and drive performance improvements.
• Build and maintain dashboards that track key metrics and share insights with leadership.
  
  

Cross-functional Collaboration

• Act as the bridge between operations, tech, and customer experience-ensuring our tools, processes, and people are aligned to deliver an exceptional end-to-end customer journey.
• Champion the customer in internal discussions, helping guide how our products evolve to better meet user needs.
  
  

What We're Looking For

• Proven experience in customer operations, logistics, or process management-ideally in a fast-paced, high-volume or tech-driven environment.
• A strong track record in people management with the ability to inspire and lead high-performing teams.
• Experience working with CRM systems and partnering with product/tech teams to enhance internal tooling and customer experience.
• Highly analytical and comfortable using data to drive decisions and optimise performance.
• Strong process thinking-able to spot inefficiencies, design better workflows, and implement change at speed.
• Comfortable in ambiguity and excited to roll up your sleeves to solve problems and build from the ground up.
• Passionate about creating impact and improving the way things work for customers and internal teams alike.
  
  

Why Join Home Made?

• Be part of a mission-driven startup redefining an outdated industry.
• Work with a passionate team where your input will shape the future of the company.
• Opportunity to grow and evolve with the business in a high-impact role.
• Collaborative, transparent culture that values ownership and innovation.
  
  

Ready to get stuck in?

We'd love to hear from people who thrive in sales based, operational environments, love fixing broken systems, and are motivated by real-world impact. If you're looking to make your mark in a growing startup, Home Made is the place for you.