Service Delivery Manager (Customer Operations Manager)

Service Delivery / Customer Operations Manager

Salary: £40,000 - £50,000

Location: Hybrid, with 2-3 days a week in our Old Street office

About Us

KareHero is a rapidly growing tech startup helping families navigate the financial, legal, and care complexities of adult social care. Our mission is to support millions of families in accessing affordable care across the UK. Today, we provide coverage to more than 1.4 million families.

We work closely with care providers, employers, insurers, and strategic partners to simplify complex care journeys through a combination of technology and human support.

We are looking for an exceptional individual with low-ego, high EQ and action-orientation, who thrives in fast-paced environments, communicates with clarity, operates with ownership and discretion. You should be customer-obsessed and looking for ways to improve how we serve them because this role would provide a unique opportunity to shape the future of our customer operations and service delivery, with a clear progression into the Head of Operations role in due course.

About the role

We're looking for a Service Delivery Manager to lead the day-to-day running and coordination of our Care Concierge service.

This is the team families rely on when situations become complex: hospital discharges, sudden changes in care needs, and navigating funding. You’ll lead from the front, supporting the team, staying hands-on with the inbox, and owning challenging escalations.

You'll set the standards and define how the team operates as we scale across two areas:

• Care Delivery: 1:1 care navigation, covering funding and benefits, care planning, hospital discharge, and the complex, sensitive cases that require a steady hand.
• Member Experience: connecting people to the right support at the right moment, keeping them engaged across their journey, and owning the end to end experience.

What you'll be responsible for

Running the service day-to-day

• Keep the team running across capacity, workload and priorities.
• Manage knowledge base including SOPs, documentation and reporting.
• Own high-level escalations, including complex, sensitive, and emotionally heavy cases, with calm judgement.
• Turn patterns into improvements, spotting recurring themes in what families come to us with and feeding them back into the service.
• Own relevant metrics, including (but not limited to) activation, conversion and outcomes to deliver service improvements.
• Build expertise in the health and care industry, and use it to upskill the team and lift the quality of every customer interaction.
• Own workforce planning needed to meet SLAs, manage coverage and capacity so the service stays resourced as volume grows and fluctuates.

Leading and improving how we work

• Build and own automated workflows across the customer and provider journey, from inbox triage and routing to follow-ups and reporting.
• Manage and build a small team, including hiring and onboarding; shaping individual roles and methods of working.
• Work cross-functionally with Product and Customer Success to build new services, support renewals, and shape features as we scale.
• Bring frontline insights into decisions about pathways and potential friction.
• Treat scalability as a design principle. Look at ways to build the service so it can absorb significant growth (new enterprise clients, rising volume) without simply adding headcount.

About you

A customer-obsessed operator who thrives in ambiguity and enjoys building from the ground up. Able to remain steady when the work gets heavy and is happy in the work.

You'll likely be a fit if you've:

• Significant time across customer-facing operations, ideally startup or scale-up, with a bonus for wellbeing, healthcare or employee benefits.
• Handled high-stakes, sensitive escalations with calm judgement, and know when to flag or pull others in.
• Built and developed a service-led team doing demanding, emotionally weighty work.
• Improved processes, standards and playbooks that hold up as a service grows.
• Built automated workflows and embedded AI tooling into a live ops or service function, or a clear, demonstrable sense of how you'd do it.
• Owned service or experience outcomes, with a data-driven approach to outcomes and decisions.
• Worked cross-functionally with Product and Customer Success in a fast-moving environment.
• Used CRM and support tools like Intercom, Attio, HubSpot or Zendesk.

Nice to have:

• Background in CX, case management or complex service delivery.
• Working knowledge of social care or healthcare, or lived experience as a carer.
• Curiosity in new tools and technologies, including AI, to speed up response times and help users self-serve.

Career pathway:

This is a role with a clear trajectory. You will own service delivery from day one, grow into Head of Operations as the company scales. You'll start close to the frontline, master service delivery first, then take on capacity, strategy and ownership of the whole operation over time. We're looking for someone with the ambition, judgement and versatility to match that ceiling.

Interview process:

• Screening call over Google meet with Richa, our People and Talent Lead - a chance for us to get to know each other better
• Skills interview over Google meet with Ling Chan, our current Head of Business Operations - a chance for you to display your skills, and ask first-hand about the day-to-day
• An at-home task
• Presentation of task response to Ling and Stephanie (our Founder and CEO) and values interview - ideally in-person

Benefits:

We know how important benefits are, and we’re committed to offering the best possible package for a company of our size.

• Competitive salary of £40k-£50k per year (full-time), depending on experience.
• 25 days annual leave plus bank holidays, and an additional day off for your birthday.
• Hybrid working arrangement with 2-3 days per week in our London office (with Gym, and access to over 40+ different office locations across London)
• Generous stock option package (EMI shares), performance dependent.
• Up to 7 days of paid carer’s leave annually to support a loved one.
• A collaborative and supportive team environment, with both virtual and in-person social activities designed to maintain strong team connection and culture.

We welcome applications from all backgrounds and perspectives and we can offer interviews at times that suit you if you have caring responsibilities, or find it hard to take time off work. If you consider yourself to be disabled under the Equality Act 2010 and would like to discuss reasonable adjustments for any part of the interview process then please simply flag this within your application.