Commercial Operations Manager, Lottie
£40-50k
+ Equity and commission
2+ days a week in office (London Bridge)
A family's trusted guide to later life care
Be an early applicant
A family's trusted guide to later life care
21-100 employees
Be an early applicant
£40-50k
+ Equity and commission
2+ days a week in office (London Bridge)
21-100 employees
Company mission
To elevate later life for everybody.
Role
Who you are
- We're looking for someone who can bring operational rigour to a fast-growing partner network, build the systems that let ~2,000 home care providers succeed at scale, and show up as a credible, trusted point of contact when those relationships need a human touch
- You don't need a CS or sales background. You need to be smart, operationally sharp, and genuinely excited about building something from the ground up
- You're process-minded above all else — you build systems that outlast you, document everything, and see operational efficiency as the highest-leverage thing you can do
- You're a natural problem-solver — resourceful, fast-thinking, and comfortable figuring things out in ambiguous environments
- You're confident in client-facing situations — you can build trust quickly, handle difficult conversations with care providers under financial pressure, and maintain relationships through challenging moments
- You have some commercial awareness — you understand what drives value for a partner and can connect your work to business outcomes
- You're a self-starter — high ownership, high attention to detail, doesn't need to be chased
What the job involves
- Lottie is looking for a Commercial Operations Manager to help scale our home care partner network — a fast-growing, operationally complex marketplace of ~2,000 care providers across the UK
- Build and own the operational infrastructure that supports ~2,000 home care partner listings — playbooks, self-serve resources, documentation, and automated workflows that reduce noise and scale the function
- Manage the client-facing side of the role — building relationships with home care operators at head office and branch level, handling difficult conversations with care and confidence
- Work closely with the CS ops team to identify process gaps and implement solutions that let partners succeed without needing you in every conversation
- Proactively educate partners on what success looks like — getting ahead of frustration points before they become churn risks
- Handle operational queries at scale — invoicing, payments, onboarding — comfortable with the unglamorous as well as the strategic
- Support partner retention — helping operators understand their ROI and flagging risk before it becomes churn
- Feed insight from the partner network back into product, engineering, and sales
- What problems will you be solving?
- Home care is one of the fastest growing parts of the business — the operational infrastructure needs to match that pace, and you'll be building it
- With ~2,000 partners, the function can't scale on relationships alone — you'll build the processes and systems that allow partners to get results without constant hand-holding
- Home care operators are running businesses under real financial pressure — you'll help them understand how to get ROI from Lottie faster, and have the difficult conversations when things aren't working
- The function is still being shaped — you'll be a genuine net contributor to what great looks like here, not just managing your own patch
Application process
- We'd love to see a short video (2 minutes max) answering this question:
- Tell us about a process, system, or resource you built or improved that made life easier for you or your team. What was the problem, what did you do, and what changed as a result?
- We appreciate this takes time — thank you for taking it. We receive a high volume of applications and this really does help you stand out
- Lottie’s Interview Process:
- Screening interview led by Lottie's Talent Acquisition Lead (Alice Rooke) - remote
- Case study - prework to be completed independently and presented to two commercial leaders at Lottie - remote
- Final interview with Will Donnelly (Lottie's Co-Founder & CEO) and Hiring Manager - in person (London Bridge)
- Candidate Experience: All candidates will be informed of their application status:
- Pre-Screen and Screening interview: You'll receive an email notification, but no specific feedback will be provided at this stage
- Case Study: If you are unsuccessful after the case study, you'll receive constructive feedback via email and be offered a debrief call with our Talent Lead
- Final Interview: For final-stage candidates who are not offered the role, we will provide feedback via a phone call
Salary benchmarks
Our take
Choosing a care home is often a hugely daunting, complex, and expensive process, coming at a time that's already stressful enough. What's more, the UK's ageing population is growing at an increasing rate, putting more strain on social care than ever before. The result is that 44% of care seekers often ultimately regret their choice of care home, something that has had increasing attention since the start of the COVID-19 pandemic.
Lottie aims to address this in part by simplifying the process of finding the perfect care home for every individual's specific needs. Its online marketplace gives users all the tools to select and compare the UK's best-performing care homes, taking into account CQC reports, facilities, treatment methods, and location.
Having received investment, Lottie aims to continue its growth to reshape the future of the care industry. It is doing so with a strong emphasis on data and real-time information, collecting datasets that will be vital not just to its business operations, but potentially to the UK government and healthcare policy too.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Oct 2023
$21m
SERIES A
Jul 2022
$8.2m
SEED
Total funding: $33.3m
Company benefits
- 26 days holiday + Bank holidays
- Flexible working hours
- Everyone owns equity
- Private Medical Insurance
- Cashplan
- Wellness budget
- L&D budget
- A 3-night stay at Unplugged
- 2-weeks Work from anywhere
- 20-weeks full pay for Primary Parental Leave
- 8-weeks full pay for Secondary Parental Leave
- 2-weeks unpaid Carers Leave
- 5-days paid leave for those going through the IVF process
- Workplace Nursery Scheme
- Compassionate Leave
- Employee Assistance Programme
- Access to Mental Health First Aiders
- Quarterly team events
Company values
- Ownership
- Impact
- Nimbleness
- Kindness
Company HQ
Bermondsey, London, UK
Articles
Leadership
Will Donnelly
(Founder & CEO)Prior to Lottie, Will spent 5-years at CBRE where he advised on £2.5bn healthcare M&A deals, supported the NHS during COVID-19, and became an industry leading expert.
Julien Lavigne du Cadet
(CPTO)Before Lottie, Julien was CTO of Zoe where he was part of the leadership team that helped scale their products to millions and revenue from £0 to £100m ARR.
Laura Mahy
(VP Product)Laura started her tech career at Sainsbury's before becoming Deliveroo's first Product Manager. Following this, she's held leadership roles at Deliveroo, Habito and Zoe.
People progressing
Hannah joined Lottie as the company's first Care Expert (Customer Care) following spells in the charity and tech sectors. Since joining, Hannah has been promoted a number of times and is now the Customer Care Lead.
Ruby started as a 4-week Care Expert Intern during University, which was extended. After 1.5 years in the Care Expert team, Ruby moved over to the Marketing team to pursue her career in Social Media!
Diversity, Equity & Inclusion at Lottie
Holly Leckenby Rye (Senior People Manager)
- Fostering an inclusive atmosphere where everyone feels valued and respected
- A wide range of inclusive benefits and policies
- Religious and cultural practices and holidays celebrated
- Job descriptions with inclusive language
- Quarterly anonymous employee engagement surveys
- Bias-free Performance Reviews with quantitive measures in place
- Employee Assistance Programmes
- A diverse social calendar to be inclusive of all employees
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