Operations Manager

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 a customer-focused Operations Manager to help us become the most efficient Insurance business in the world! 

Our Operations team is the engine powering Urban Jungle, helping us grow efficiently so as many people as possible can benefit from our products. In Ops, we’re building a strong foundation that allows Urban Jungle to scale fast - we do that by tackling problems, generating ideas, and getting stuff done. 

As our Operations Manager, your role is pivotal in maintaining our high standards of exceptional customer experience while championing customer-centric decision-making throughout the business. Leveraging your expertise in process, people, and project management, you’ll manage a highly-efficient team to build or iterate scalable processes, and tackle the wide range of operational problems that a high-growth environment brings. 

In this role, you’ll work closely with our Head of Operations, Mollie, as well as getting lots of exposure to our senior team, who have previously led some of the world’s fastest growing businesses, as part of playing a pivotal role in achieving our company’s growth plans.

Here’s what you’ll get up to:

• Take ownership of day-to-day operations, ensuring our team maintains our high bar across customer experience, operational excellence, and complaint handling. 
• Make sure we are prepared to scale our customer base by running functional projects or collaborating with teams across Urban Jungle to get stuff done. 
• Help us build and maintain a brilliant team of smart, ambitious people. Design and run training sessions, give feedback and coaching, and be a great people manager. 
• Become an expert in our operational tooling, and own the setup, maintenance and improvement of those systems. 
• We’re growing fast - so there will be many opportunities to contribute to the broader company, and lots of progression opportunities in the role overall.

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

• At least 4 years of experience in a relevant role, with a background in operations within a customer-facing or client-facing environment.  
• Experience of working directly with customers, including handling complaints, escalations or complex customer issues. You are passionate about customer experience, and building a fair and scalable customer-facing business. 
• You’re a true ‘Operator’ - you have strong attention to detail, but can see the wood for the trees. You’re energised by problems of all shapes and sizes, and have experience of scaling or designing processes. 
• Experience guiding and overseeing a team, including providing feedback, coaching and structured training sessions. 
• You love to make things better, and you’re a natural idea generator. You can turn those ideas into scoped pieces of work, and you’ve played a part in many successful projects or initiatives.
• Excellent communication and collaboration; you can work with colleagues across an organisation to solve problems, and get things done. 
• You enjoy managing a varied workload and you know how to prioritise effectively to get the right things done for your team and the business.
• 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 starting salary of £45,000 - £50,000*, 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.

*If our advertised salary doesn’t suit your current expectations, just let us know.

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.