Head of Operations

About the role

Tomorrows Guides Ltd is building the UK’s leading platform for families to find care services. As Head of Operations you will own the operational engine that drives reviews, compliance and customer service across our care home, home care and day nursery sites.

Key responsibilities

• Lead the Reviews, Compliance and Customer Services teams, ensuring consistent policy interpretation and application.
• Redesign and optimise processes so reviews are handled faster and to a higher standard.
• Collaborate with Business Intelligence to improve triage, moderation and publishing at scale.
• Create a clear, structured decision‑making environment for the teams.
• Enhance communication with customers and care providers when issues arise.
• Develop operational leaders, strengthen team morale and build capability across the function.

Required profile

• Proven track record of building clear operational systems in complex, policy‑driven settings.
• Strong analytical abilities and familiarity with emerging technologies such as Large Language Models.
• Demonstrated operational leadership and experience managing change.
• Ability to simplify complex processes and remove ambiguity.
• Calm judgement in handling sensitive or reputational decisions.
• Collaborative, roll‑your‑sleeves‑up attitude with a curiosity for continuous improvement.
• 8+ years of experience in operations, trust & safety, compliance, or customer operations within a digital platform or marketplace.

Required skills

• Large Language Models (LLM)

What we offer

• Competitive salary with an annual bonus.
• Meritocratic, fast‑growing environment with clear advancement opportunities.
• Flexible working – up to 2 days remote per week and 3 days onsite in Hungerford.