Head of Operations

This hybrid role requires working from our London office in Fitzrovia twice a week.

If you've been looking to join a fast-growing startup, backed by the same investors as Stripe & Airbnb, with a mission to make a huge positive impact, then you've found the right place!

Our mission at Goodstack is to make it easy to do good on a global scale.

We empower companies to seamlessly integrate positive impact into what they do through a unified platform while supporting nonprofits in gaining access to cutting-edge technology and finding new funding streams.

Global brands including LinkedIn, HSBC, OpenAI, Atlassian and Twilio - as well as thousands of nonprofits including the Red Cross, Cancer Research, and Oxfam - use Goodstack to make a difference.

This year, we are on track to facilitate over $3 billion in donations to good causes, building on the $1 billion enabled in 2023, $120 million in 2022, and $3.5 million in 2021.

To achieve our mission, we need you!

We're looking for a highly process-driven, analytical, strategic, and hands-on Head of Operations to lead our in-house and outsourced team of 150+ across Nonprofit Verifications, Nonprofit Sign-Ups, Payments Operations, and Customer Service. These teams have strong existing managers in place; we are looking for someone who can work closely with them to help drive results and take our operations to the next level.

Our Operations teams at Goodstack are responsible for the end-to-end process of verifying and signing up nonprofits to enable them to receive products and funding from corporates and individuals. You'll be instrumental in driving high performance across our Operations teams, leading from the front to drive maximum efficiency across all our processes. This includes owning our operational strategy end-to-end, hiring and coaching great talent, managing relationships with our outsourced vendors, designing and optimising operational processes, and working cross-functionally with internal teams such as Sales, Product, Finance, Legal, and Compliance.

This is a leadership role reporting directly into the COO, with the potential to have a huge influence on the future direction of the company. If you're passionate about driving operational excellence and want to work for a company making a hugely positive societal impact, this could be the perfect role for you!

• Lead and inspire a diverse team of 150+ in-house and outsourced professionals across multiple domains (Customer Service, Nonprofit Verifications, Nonprofit Sign-Ups, Payment Operations) and geographies (UK, Ireland, India, Philippines).
• Lead on ad hoc strategic and operational projects and analysis across the business as required.
• Optimise and improve our operational efficiency, driving down cost whilst ensuring we maintain and improve service quality for our corporate partners and nonprofits.
• Track and manage key performance indicators (e.g., cost-per-verification, cost-per-disbursement, time-to-resolution, CSAT etc.) across all operations, creating regular reports and actionable insights.
• Be accountable for the end-to-end smooth flow of funds from customers to thousands of charities across the globe, ensuring all funds are delivered accurately and on time.
• Own operational capacity planning, including headcount and cost planning based on alignment with Commercial teams on sales forecasts.
• Collaborate with Product and Engineering teams to drive tooling and process improvements that enhance the efficiency and effectiveness of the operations team, including automation.
• Build and strengthen relationships with BPOs, including negotiating commercial terms that ensure value-for-money outcomes.
• Ensure regulatory compliance across operations in close partnership with our Compliance and Legal team, adapting processes as needed to meet new regulations.

• Clear standard operating procedures (SOPs) documented across all Operations teams as part of driving standardised ways of working that can scale.
• Data dashboards and associated monitoring structures in place to understand how operational teams are performing.
• Clear process for capacity planning and forecasting established, in collaboration with Finance.
• In collaboration with Product, defined set of initiatives in progress to drive standardisation and cost reduction.
• A happy, thriving team that is clear on their goals and set up for success.

• At least seven years of operations experience. Ideally you with have a background in consulting followed by operator experience in a fast-moving startup or scale-up. At least two of these will have been in a management position.
• Excellent leadership skills. You have the ability to manage large teams across different domains, and geographies, and