Head of Deal Operations, Odin

• 7+ years in operations, including at least 4 years of management experience hiring and mentoring A-players
• Experience at an early-stage, fast-growing company (ideally growing 3x YoY)
• Proven success managing teams that interact directly with customers
• Deep expertise in operational efficiency and process improvement
• A track record of building and optimising systems that scale effectively
• Experience managing teams that handle customer queries or interact with customers directly
• Ability to lead and coach teams to deliver outstanding customer support and proactive communication
• Ownership & Impact: You’re highly organised and action-oriented, with a knack for prioritising effectively in fast-paced environments. You love diving into processes, identifying inefficiencies, and driving measurable improvements that make a real difference
• Judgment & Curiosity: You approach problems with a product-focused and systems-thinking mindset. You stay calm under pressure and excel at making informed decisions, even when the information is limited. You’re curious by nature, always eager to learn and improve
• Communication: You’re assertive, concise, and structured in how you communicate. Whether managing tricky conversations or collaborating with Type A customers, you bring clarity and confidence to every interaction
• Selflessness: You’re driven by a shared mission and always prioritise the needs of the team and customers over personal recognition. You value collaboration and are motivated by collective success
• We’re a remote-first team, but for this role, we’re specifically looking for someone based in the UK

Desirable

• Reporting to Mary, one of the founders, our Head of Deal Operations will play a pivotal role in scaling our SPV operations and ensuring smooth end-to-end deal fulfilment on the Odin platform
• This is a management-focused role with a hands-on component during the initial phases, requiring a dynamic individual who excels at building efficient systems and managing customer-facing teams
• The hire will be responsible for managing and growing the operations team, optimising workflows, driving operational excellence, and ensuring a world-class customer experience
• They will collaborate across teams, particularly with compliance and product, to reduce inefficiencies, improve automation, and meet regulatory requirements
• As the team grows, this role will transition from execution to enabling and empowering the team
• Manage and grow the deal operations team, focusing on hiring, developing, and retaining high-performing individuals
• Mentor and coach team members to build their expertise and confidence in managing complex operational challenges
• Foster a collaborative and customer-first culture, ensuring alignment with the company’s mission and values
• Oversee the end-to-end fulfilment of investments on the platform, ensuring smooth execution and a world-class customer experience
• Serve as the first point of escalation for customer issues and KYC/AML troubleshooting
• Build systems and processes to reduce reliance on manual intervention, focusing on efficiency and scalability
• Lead compliance execution by training the team on KYC and AML processes and serving as the escalation point for complex issues
• Work with product and engineering to prioritise automation and streamline workflows
• Partner with customer success and commercial teams to improve customer interactions and create a seamless experience
• Mission for the First 12 Months:
• Scale Deal Operations: Double the number of deals fulfilled per month without a significant increase in headcount, ensuring operational efficiency at scale
• Optimise Systems & Processes: Collaborate with the product team to improve end-to-end automation of workflows, including deal publishing, customer onboarding, KYC/AML checks, and payment processing
• Enhance Customer Experience: Reduce support queries, resolve issues faster, and improve first-time pass rates for investor onboarding, all while maintaining a Net Promoter Score (NPS) of 90+
• Build the Team: Hire and develop top talent to create a high-performing operations team that can scale globally
• Improve Deal Flow: Reduce time-to-close and improve deal lead visibility by shifting from reactive responses to proactive updates
• While there’s no obligation to use our office, we’d love to discuss how you approach the balance between in-person touchpoints and remote work when building and leading a team
• We’re especially interested in hearing how you might structure deal operations to encourage autonomy, foster collaboration, and maintain high performance in a predominantly remote environment

• We usually respond within a week
• Initial Interview: Meet with Imani, our People & Talent Lead, to discuss the role, your experience, and ensure alignment (45 mins)
• Deep Dive: A conversation with Mary, the hiring manager, to unpack your experience and goals (1 hour)
• Assessment: Work through challenges with Mary and Claire, our VP of Engineering, to evaluate your problem-solving and operational abilities (2 hours)
• Final Interview: Meet with Mary and Paddy, our Founders, for an in-depth discussion about the role and our vision (4 hours, in-person)