Ops Transformation Senior Manager

About Marshmallow

We build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a million drivers — and we’re scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.

How we work

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact.
And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into three tribes; Acquisition, Retention & Claims. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.
We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more.

The Ops Transformation Team

We’re building a new team to redesign how work gets done across our customer operations. Our aim is to create simpler, smarter, and AI-enabled workflows — intentionally designed to reduce manual effort, unlock capacity, and deliver great customer and agent experiences.

The Ops Transformation Lead will lead this function within Customer Operations. You’ll be responsible for shaping and delivering the roadmap for operational design, managing a small but mighty team of Business Analysts and Ops Excellence specialists. You’ll work closely with frontline Ops, Product, and Tech to embed lasting change.

This is a hybrid role based in the UK, with 1–2 days per week in our London office and occasional travel to Budapest.

What You’ll Be Doing

• Design future-state operating models across Customer Operations, aligned with Marshmallow’s AI-enabled strategy

• Use structured frameworks (e.g. Core/Support/Noise, Automate vs AI vs Human) to simplify processes and reduce manual work

• Lead and develop a multidisciplinary team of Business Analysts and Ops Excellence specialists

• Shape how the team prioritises, collaborates, and delivers value

• Translate operational insight into buildable change for Product and Engineering

• Represent Customer Ops in cross-functional design forums and influence delivery roadmaps

• Oversee rollout of redesigned workflows, ensuring documentation and tooling updates are embedded

• Track impact through metrics like capacity unlocked, quality improved, or demand reduced

Who We’re Looking For

• Business Analysis or Service Design expertise applied in an operational context—someone who has redesigned processes, not just run them

• Experience leading complex workflow redesign projects across Ops, Tech, and Product, with a clear methodology and measurable outcomes

• Proven ability to map current-state processes, surface structural blockers, and define scalable, compliant future states using frameworks such as Core/Support/Noise or equivalent

• Skilled at translating messy, real-world Ops challenges into structured change: user journeys, workflows, SOPs, and product/tech inputs

• Experience managing or collaborating with both Business Analysts and Ops Enablement/Ops Excellence specialists

• Comfortable operating independently in high-autonomy environments—able to identify, prioritise, and deliver change without needing a full delivery team in place

• Strong communicator who can influence across frontline teams, SLT, and Product/Tech partners

• Curious, systems-minded, and always looking for how to make things simpler, smarter, and more scalable

What You Bring To The Table

• Deep understanding of how Ops works — but you don’t settle for how it works today

• Analytical and structured in your approach, but focused on real-world improvement

• Experience leading cross-functional initiatives and delivering measurable change

• Strong communicator who adapts to both technical and non-technical audiences

• Ability to balance leadership with hands-on delivery while the team scales

Perks of the Job

• Hybrid working – Spend 1–2 days a week in our collaborative London office

• Competitive bonus scheme – Designed to reward and recognise high performance

• Flexible benefits budget – £50/month via Ben Mastercard, to spend on whatever you choose

• Sabbatical Leave – 4-week fully paid sabbatical after 4 years at Marshmallow

• Work From Anywhere – 4 weeks/year with no office requirement

• Mental wellbeing support – Access therapy and mental health support through Oliva

• Learning and development – Personal budget + 2 L&D days per year

• Private health care – Via Vitality, including gym discounts and more

• Medical cash plan – Dental, optical, physio and more

• Tech scheme – Get the latest tech for less

• Plus: 25 days holiday + bank holidays, pension, cycle to work scheme, monthly socials and more

Our Process

We’ve streamlined our process into three stages:

• Initial Call – 30 minutes with our Talent team

• Cultural Fit Interview – 1 hour with our Customer Operations leadership team

• Skills-Based Interview – 1 hour with our Director of Customer Care (Operations)

Due to the volume of applications, we may not be able to provide individual feedback for every applicant.

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Recruitment privacy policy

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