Operations Director

About us

Urban Jungle is here to change the insurance industry for good.

We’re one of the fastest-growing businesses in the UK, and we’re taking on one of the biggest and most widely used categories in the world. Urban Jungle puts the customer at the heart of everything it does, uses the latest technology to make insurance simple, fair and affordable, and helps us give our customers much more confidence in their financial futures.

All of this has meant we’ve already been able to help more than 300,000 customers get better insurance and become one of the top-rated home insurance providers in the UK, rated Excellent on Trustpilot from over 9,000 reviews. We’ve raised over £30m in funding to date to help us with our mission.

We also have a huge focus on people and our planet. We’ve recently placed 1st in Tempo's 2024 award for best startup to work for, and came top 10 in the Deloitte Fast50. We’re also proud to be a certified B-Corp, and a Carbon Neutral company.

And the best bit? This is just the beginning.

About the role

We’re looking for an experienced leader to head up our Operations team.

We want you to build and grow the most effective operations teams in Insurance. You’ll be taking over the leadership of the amazing 13 strong team that’s already in place, helping them to maintain our efficiency and customer experience as we scale rapidly, and taking on new operational responsibilities as we grow the business.

In this role, you'll report to our Co-Founder and CTO, Greg Smyth.

Here’s what you’ll get up to:

  • Take charge of the Operations function for the business, reporting directly to one of the founders.
  • Strategise and execute long-term plans on how to run, scale and structure our team.
  • Serve as the go-to person for handling big/complex customer support cases.
  • Build and scale our talent model for what is one of the biggest teams in the company.
  • Ensure that operational priorities are reflected within the senior team, and across the business.
  • Drive real change in a sector that matters, and make a positive impact on our 300,000+ customers.

You've read this far! Here's what we need from you:

  • 7+ years of relevant professional experience, including direct experience in operations at a consumer-facing business.
  • Experience leading and developing customer service/support teams
  • Experience developing, managing & hiring teams.
  • Experience leading a function and making decisions, at both the strategic and tactical level.
  • A confident communicator who can hold their own in a senior team discussion.
  • You’re ambitious, and eager to progress quickly to grow alongside the company.
  • You apply yourself to everything you do, recognising the difference that makes to the business.
  • You treat everyone with integrity, respect and kindness - whether it’s your colleagues, our customers, or our partners.
  • You’ll be a champion of our values, and encourage others to be the same.

These requirements are a guide as to what we’re looking for, but if you don’t have all of the skills listed above, that’s okay! Please don’t let that hold you back from applying if the role excites you.

About Our Offer

We’re taking an office-centric approach to work (with lots of flexibility built-in) and the team is based in Oval, London.

In addition to our positive, open working environment, you can expect the following benefits of working at Urban Jungle:

  • A competitive starting salary of £100k+ and share options that can increase alongside performance and growth.
  • 25 days paid annual leave, plus public holidays.
  • Rapid Progression. We’ll give you the opportunity to experience loads, and develop rapidly. You’ll get tons of responsibility from day one, and all the feedback, coaching and support you need to fuel your career growth.
  • Real Impact. You’ll work on big, interesting problems that will challenge you, and do so in a way that has a positive impact on people’s lives, the planet and our community.
  • A Clear Plan. We’ll give you the clarity on what we want to achieve, with the freedom and autonomy for you to decide how we get there.
  • The Best People. You’ll be surrounded by teammates who are exceptional at what they do, whilst being kind, honest people who champion our values.
  • A dedicated development budget, access to a senior mentor, and training on whatever you need to do your job well.
  • Well-being support.  We’re committed to supporting both physical and mental well-being through access to therapy, weekly onsite yoga, and subsidised sports clubs.
  • Enhanced parental leave, and support for parents returning to work.
  • All. The. Fun. We regularly organise awesome socials and have some vibrant team communities such as book club and foodies.

About our commitment

Urban Jungle is an equal opportunity employer and fairness and respect are at the heart of who we are and how we work. We do not discriminate based on race, age, ethnicity, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity or disability. We know that in order to build a truly successful business, we need a team of diverse individuals who can offer a variety of skills, experiences and perspectives.