Operations Lead

The opportunity

Jyrney is transforming how businesses book and manage ground transport, bringing taxi, ride-hail and chauffeur services together through one platform.

As we grow, we are looking for an Operations Lead to take ownership of our operational performance and customer experience.

This is not a role for someone who simply wants to maintain an existing operation. You will have the autonomy and support to build processes, improve performance and shape how our operations function develops as Jyrney scales.

You will work directly with our Founder and CEO, manage our contact-centre operation and act as the link between operations, supply, sales and our clients.

For the right person, this is an opportunity to build an important business function and progress towards becoming Jyrney’s Head of Operations.

What you will own

This role combines hands-on operational leadership with the opportunity to build a high-performing operations function. You will take ownership of the metrics that define the quality of Jyrney’s service and use them to drive measurable improvement across the business.

• Owning company-wide operational performance metrics, including on-time performance, booking fulfilment, supplier acceptance, customer response times, escalations and case volumes.
• Developing and maintaining operational dashboards that provide a clear, real-time view of performance, emerging risks and areas requiring action.
• Turning operational data into practical improvements by identifying root causes, agreeing actions and measuring whether changes have delivered the intended result.
• Leading the day-to-day performance of our contact-centre team, setting clear service standards, targets and accountability.
• Building a structured quality framework covering call monitoring, feedback, coaching, training and ongoing performance development.
• Creating and continually improving call scripts, escalation procedures, operating processes and service-quality standards.
• Acting as the senior operational escalation point for complex bookings, customer complaints and service failures, taking ownership through to resolution.
• Working closely with the supply team to improve supplier availability, acceptance, reliability and service quality.
• Connecting sales, account management, supply and service delivery to ensure operational priorities are understood and acted upon across the business.
• Owning the operational launch of new clients, ensuring the right processes, communications, training and service controls are in place before bookings begin.
• Leading the operational delivery of major events and unusual or complex transport programmes.
• Representing Jyrney in client meetings and service reviews, presenting performance clearly and building confidence in our operational delivery.
• Providing the Founder and wider business with clear reporting, insight and recommendations on operational performance and priorities.
• Remaining close enough to live operations to step in when volumes, escalations or unusual circumstances require additional leadership and support.

What success will look like

During your first 12 months, we expect you to deliver measurable improvements in:

• On-time pickup performance.
• Customer-service response and resolution times.
• The number of avoidable customer-service cases and complaints.
• Supplier acceptance and fulfilment.
• Contact-centre quality, consistency and accountability.
• Operational readiness for new client launches and major events.

You will also have established the processes, reporting and training needed for the operations function to scale with the business.

Who we’re looking for

We care more about what you can do than formal qualifications or a particular job title.

You may already manage a small operational or customer-service team. Alternatively, you may have led people, projects or service improvements without having held formal line-management responsibility.

You will need to demonstrate:

• Experience in a customer-facing, service-led or time-critical operational environment.
• The confidence and leadership ability to manage and develop a remote international team.
• Evidence that you have improved service quality, team performance or operational processes.
• Strong Excel and data-analysis skills, with the ability to turn performance information into practical action.
• Experience creating processes, training materials, call scripts or quality standards.
• The judgement to handle escalations calmly and make good decisions under pressure.
• Clear, confident communication with colleagues, suppliers and clients.
• The ability to work across departments and hold people accountable constructively.
• A willingness to get involved personally when the operation needs support.

Experience in travel, mobility, logistics, transport, contact centres or another time-sensitive service environment would be helpful, but it is not essential. We are more interested in operational ability, leadership potential and customer focus than narrow industry experience.

The person who will thrive at Jyrney

You will be:

• Obsessed with delivering a dependable customer experience.
• Calm and decisive when things do not go to plan.
• Data-led, but commercially aware and able to exercise good judgement.
• Highly accountable and willing to take ownership through to resolution.
• Comfortable building structure in a fast-moving environment.
• Curious about why problems happen, not satisfied with repeatedly fixing the symptoms.
• Credible with clients while remaining willing to answer a call or investigate an individual booking.
• Motivated by the opportunity to build something rather than inherit a finished function.

At Jyrney, every ride matters. That means paying attention to the individual traveller while also improving the systems and processes behind thousands of journeys.

Working pattern and travel

The normal working hours are 8:30am–5:00pm, Monday to Friday, with four days each week based in our Chester office.

Ground transport does not operate only during office hours. The role therefore requires reasonable flexibility to support occasional evenings, weekends, early mornings, late nights and major events when operational circumstances demand it.

Candidates must be comfortable with regular international travel.

Why join Jyrney?

• Work directly with the Founder and CEO.
• Own and shape an entire function.
• Join a rapidly growing technology business at an important stage of its development.
• Work with major travel businesses and corporate clients.
• Build processes and standards that will influence the future of the company.
• Develop towards a future Head of Operations position.
• Make a visible, measurable difference to customers and business performance.