Operations Manager

The Company

Octopus Legacy is one of the UK's fastest growing startups, helping over 1 million people plan for and navigate through death - but we're just getting started. 

After our founder Sam lost his mum suddenly, we built what the market had never seen: a service that combines estate planning and bereavement support with something genuinely human. Voice notes. Music. Recipes. A legacy that actually means something.

We're part of the Octopus Group, one of the UK's most trusted brands, and we're scaling fast. Every will, every LPA and every document we produce matters to a family. The operation behind them has to be just as good as the experience in front.

The Role

We're looking for someone to own how work gets done across our Compliance, Fulfilment and Drafting teams. You'll map how things actually flow today, find where they slow down or break, and fix them - with better processes, smarter automation and reporting that tells the truth. This is a hands-on role. 

You'll build workflows and automations in HubSpot, Zapier, Google Apps Script and Claude, including AI-assisted checks and agents. You'll replace manual, repetitive steps with reliable ones, then keep an eye on what you've built so it stays that way.

But building the tool is only half of it. You'll roll out every change properly - training the people who use it, checking it's landed, and closing the gap where it hasn't. You'll also be the operational point of contact for our document storage and fulfilment partners, holding them to the standards our customers deserve.

We want to be honest - small errors here have real consequences for families. If you're the kind of person who notices the detail everyone else misses, and gets genuine satisfaction from making a messy process run cleanly, this role is for you.

What You'll Do

• Own and improve our core processes. Take ownership of operational processes across Compliance, Fulfilment and Drafting. Map how work actually flows, find the delays and failure points, and fix them. Keep everything compliant and audit-ready as volumes and products change.
• Automate the manual stuff. Build and maintain workflows and automations in HubSpot, Zapier, Google Apps Script and Claude, including AI-assisted checks and agents. Monitor what you build, catch failures early and keep it maintained.
• Make performance visible. Build dashboards that are accurate, current and reconciled against our live systems. Send regular reporting on volume in, turnaround per request, number outstanding and current stage - so the operation can be managed day to day and evidenced when needed.
• Roll out change properly. Launch new and changed processes with the teams who use them. Run the training that goes with a change, not just the announcement. Check adoption afterwards and close the gap where it hasn't landed.
• Manage our partners. Be an operational point of contact for our document storage and fulfilment partners. Track service levels, chase issues to resolution, keep relationships working and feed partner performance back into our reporting.
• Write it down. Create clear SOPs and guides that people actually use, keep them current as things change, and support teams to follow processes correctly.

Who You Are

• Detail-obsessed and organised. In this work, small errors have real consequences for families - and you take that seriously.
• Confident with spreadsheets. Lookups, pivots and building something reusable rather than a one-off.
• Hands-on with automation and AI tools. You've built with HubSpot workflows, Zapier, Google Apps Script, Claude or close equivalents.
• Quick to pick up new systems. You enjoy working out how tools connect and where the gaps are.
• A clear writer. You can explain a process to someone who has never seen it before.
• An owner, not a passer-on. You take a problem from start to finish rather than handing it off.

Nice to have

• Exposure to a regulated, compliance-heavy or legal environment
• Any scripting or low-code building experience
• Experience working with third-party suppliers or partners

Benefits

• Flexible working: 3 days in the office (London Bridge), up to 2 days remote
• Work from anywhere in the world for up to 4 weeks per year
• 27 days holiday + an extra day off for your birthday
• Vitality Health & Life Insurance
• Pension scheme
• Enhanced parental leave
• Free Will & LPAs + discounts on other Octopus services
• Octopus share incentive scheme
• Cycle to Work Scheme and access to the Electric Vehicle (EV) Salary Sacrifice Scheme
• Octopus Giving: we match any charitable fundraising that you do up to £500
• Octopus Springboard: where we help our employees become fully-fledged entrepreneurs
• Dog friendly office, breakfast every day, snacks and wellness activities

If you are not 100% sure if you are right for the role, please apply regardless and we will be happy to consider your application.

We know that to be truly innovative, we need to have a diverse team around us. That is why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.