As our next Operations Manager (Trade), you'll be the engine behind how this function performs — without managing a team of your own. This is a pure strategy and enablement role: you'll sit alongside the Head of Operations, working across all three teams as an internal operator and problem-solver. You'll own the analytical framework, design and improve the processes the teams run on, and make sure the right insight reaches the right people at the right time.
This isn't a support role. It's a builder role. You'll have genuine ownership across analytics, operational excellence, and cross-functional delivery — with a direct line of sight to MRR, bad debt, cash collection, and trade satisfaction outcomes.
Forget long lists, here’s what you’ll actually spend your time on:
Analytics and insight: you will build and own the performance reporting framework across Retention, Credit Control, and Trade Support. Surface the right metrics — churn signals, collection rates, bad debt exposure, resolution times, satisfaction scores — and translate them into decisions that actually land with the teams and with Finance.
Process design and improvement: you will map end-to-end workflows across in-house and BPO teams, identify friction and failure points, and design scalable improvements — working within legacy system constraints while pushing for meaningful change.
Operational enablement: you will act as the connective tissue between the Head of Operations and the teams on the ground. You'll develop the frameworks, playbooks, and tools that help Retention, Credit Control, and Trade Support perform consistently — without being their line manager.
Cross-functional coordination: you will act as the connective layer between Trade Lifecycle, Finance, Product, CRM, and Engineering — making sure operational priorities are grounded in commercial outcomes and aligned to what those teams are building.
Execution and accountability: you will own the cadence of reviews, check-ins, and reporting cycles that keep the function honest and on track. Build the rhythms of execution — not just the strategy — so momentum is maintained week on week across all three teams.
Data infrastructure and tooling: you will identify gaps in reporting tooling, work with Engineering and CRM to close them, and build self-serve analytics capability so teams aren't dependent on ad-hoc data pulls to make decisions.
It’s not about ticking every box. It’s about turning up curious, ready to crack on. You’ll do well here if you bring:
A breadth of experience in a strategy, operations, or analytical role — ideally within a high-growth or marketplace business. Consulting backgrounds are equally welcome.
Strong SQL or equivalent data skills — you can get to the data yourself, not just interpret what others give you.
Commercial fluency — you understand what MRR, churn, bad debt, and cash collection mean in practice, not just in theory.
Experience working across operational teams — you know how retention, collections, or customer support functions work on the ground, and you can design for that reality.
Experience with BPO or vendor management — you've worked alongside external partners before and know how to drive improvement without managing them directly.
Proficiency with BI tooling (e.g. Tableau) — able to build self-serve reporting and define metrics frameworks (ideally), not just consume them.
Confidence with use of AI tools - specifically Claude
We believe great work deserves great rewards. Here’s just a taste:
Competitive salary + commission
Health, well-being and learning support
Gym membership, Smart Tech Scheme and Cycle Scheme
Birthday/Special day leave
Buy & sell holiday scheme
1 week’s paid charity leave and much more!
How we’ll get to know each other:
Screening call with one of our Talent Acquisition Partners
1st stage interview with our Head of Operations (Trade)
2nd Stage interview with various stakeholders
3rd Stage interview including a case study
If this sounds like the place where you can do your best work, we’d love to hear from you, even if you don’t tick every box
Want to join our Talent Community and be one of the first to know about our vacancies? Register your interest on our Registration Form
About us
We’re Checkatrade – the UK’s leading platform for finding a tradesperson. With more than 50,000 trades listed and over 6 million reviews, we help homeowners get jobs done right and help tradespeople grow their business.
We’re growing fast, with big plans to become the go-to brand for home improvements. If you care about great work, take pride in the details, and want to make an impact, you’ll fit right in.
Checkatrade is one of the UK’s top online marketplaces for home improvements and repairs.
Our mission is to be the trusted foundation of every home by connecting people with trades and tools to make home improvements easy – because we believe safe and happy homes improve lives, support livelihoods, and build communities.
From our humble beginnings in 1998 to becoming a national household name, we’re on an exciting journey. For more than 25 years Checkatrade has stood for reputation and raising standards – whether that is for our trade members, consumers, or our colleagues. We think big and are passionate about changing the face of home improvements and repairs.
Today, we are a modern online marketplace and a force for good. We strive every day to support people to improve their homes and we don’t settle for the status quo – we are evolving, innovating, and growing.
With generous investment from private equity partners Brookfield, we have an ambitious growth plan and a robust roadmap to get there. Led by our values – All In, Customer Obsessed and AI Powered – we are 500 high-performing individuals working across the UK, with high-spec offices in London and Portsmouth.
We are here to be the best and inspire others to do the same, and to get there we need exceptionally talented, bright, and driven people – so if that sounds like you, you couldn’t join at a better time!
