Operations Lead (Systems & Strategy) - Remote

Location: Fully Remote (UK) Reporting to: COO Salary: £60,000 per annum, full-time

The 'Why': Building the Infrastructure for Empathy

At Aura, our mission is to create a society where planning for death is embraced as part of life. We tackle the fear, uncertainty, and complexity surrounding death with connection, compassion, and innovation.

Following significant VC investment, we are rapidly scaling our tech-enabled 'Peace of Mind' service. To achieve our ambitious revenue targets and support thousands of families, our operational infrastructure must be flawless. We rely on our human 'Angels' to provide unparalleled empathy to our customers; your job is to build the world-class, automated systems that allow them to do so without touching a single piece of administrative friction. You are not just joining an operations team; you are architecting the commercial and technical engine of a UK market leader.

Role Purpose

The Operations Lead will own and evolve Aura's operational systems, processes, and data infrastructure, ensuring the business can scale efficiently and reliably.

This is a technical and strategic role focused on building the operating system of the business, spanning CRM architecture, automation, data infrastructure, and cross-functional workflows. You will combine hands-on systems configuration with high-level operational design, creating scalable solutions that reduce manual effort, improve data quality, and enable better decision-making.

The role sits at the centre of the business, acting as a bridge between operations, commercial teams, and leadership, translating strategy into practical systems and measurable outcomes. A strong technical foundation is essential: you will be expected to get into the tools, not just advise on them.

Prerequisites

Candidates who do not meet both of the following criteria will not be progressed:

• CRM platform experience (essential): Proven, hands-on experience configuring and administering HubSpot or Salesforce, including pipelines, workflows, custom properties, reporting, and integrations. You must be able to demonstrate this with specific examples from previous roles.
• Experience in B2C environments (essential): Proven experience in fast-paced, high-growth B2C environments (essential): with the ability to thrive amid changing priorities and rapid iteration

Key Responsibilities

Systems & Architecture (Core)

• Own and evolve Aura's core systems stack, with HubSpot as the primary platform, including CRM configuration, workflows, pipelines, custom objects, and reporting
• Define and implement target systems architecture across Ops, Sales, Marketing, and CX
• Build and maintain a single source of truth for operational and commercial data
• Ensure systems are scalable, reliable, and structured to support a regulated environment
• Own and develop marketing operations including the processes, analytics and technology powering the marketing team
• Manage integrations across tools (e.g. HubSpot, Make/Zapier, Google Workspace, payment platforms)

Operational Strategy & Scaling

• Translate company strategy into practical operational systems and processes
• Identify bottlenecks and design solutions to decouple growth from headcount
• Establish clear workflows, ownership models, and internal SLAs across teams
• Support development of RevOps and commercial performance infrastructure
• Drive continuous improvement in how the business operates end-to-end

Data, Reporting & Insights

• Develop and own operational and commercial dashboards (hands-on, not by proxy)
• Improve data quality, governance, and consistency across systems
• Enable leadership decision-making through clear, accurate reporting, providing the SLT with real-time visibility on Customer Acquisition Cost (CAC) and Lifetime Value (LTV).
• Implement processes for ongoing data QA, monitoring, and optimisation

Automation & Efficiency

• Identify and eliminate manual work through scalable automation
• Build repeatable tools and workflows that reduce reliance on individuals
• Implement automation across internal operations and the customer lifecycle
• Ensure all processes are documented, maintainable, and scalable

Operational Delivery & Execution

• Own delivery of key operational projects from scoping through to completion
• Translate high-level requirements into clear execution plans and systems specifications
• Manage multiple workstreams, maintaining momentum and accountability
• Act as the go-to for operationalising new initiatives

Business Integration & Collaboration

• Work closely with leadership to embed systems and processes across the business
• Partner with Marketing, Sales, CX, and Product to improve operational performance
• Support new product launches, customer journeys, and internal initiatives
• Provide clear, practical guidance on systems and operational best practice

Knowledge, Skills & Experience

Essential:

• Experience in B2C environments: Proven experience in fast-paced B2C environments, comfortable working at speed across competing priorities and building systems that scale with rapid growth rather than constraining it.
• Proven, hands-on HubSpot or Salesforce experience: pipeline setup, workflow automation, custom properties, integrations, and reporting; able to demonstrate with specific examples.
• Science or technical degree: Bachelor's level or above in a STEM or related discipline
• Proven experience in operations, RevOps, or systems roles in a scaling business
• Ability to operate across both strategy and hands-on execution without delegation to others
• Strong systems thinking, with the ability to design scalable processes, not just follow them
• High autonomy and initiative, able to work from ambiguity to outcomes with minimal direction
• Strong data literacy and attention to detail
• Excellent stakeholder communication skills, with the ability to translate technical concepts for non-technical audiences

Highly Desirable:

• Experience with no/low-code automation tools (Make, Zapier, Airtable, etc.)
• Exposure to data infrastructure, analytics, or RevOps functions
• Technical curiosity and practical ability across APIs, integrations, basic scripting
• Experience in a regulated environment or handling sensitive customer data
• Familiarity with ClickUp, Power BI, or similar tools
• Experience building or maintaining commercial dashboards and operational reporting
• Experience managing external technical agencies or consultants

Company Benefits

• Remote-first: fully remote with occasional meetups in London/South of England
• Unlimited holiday and a flexible, trust-based culture
• Purpose: make a meaningful difference helping people through life's hardest moments
• Growth: active support for personal and professional development
• Wellness: free wellbeing apps, private medical insurance, and 24/7 support line
• Work abroad: one month per year working from a country of your choice