Operations & Automation Associate

About the role What Nous does for members can feel simple: helping them understand their bills, save money, and avoid admin. But delivering that reliably at scale is complex. This role is about improving the systems behind the scenes, the workflows, tools, automations and processes that help us serve members well as we grow. That’s where you come in. You’ll join the Operations team at the heart of the business — close enough to our members to understand what is really happening, and technical enough in mindset to help redesign how the operation works as we scale. This is not a traditional customer operations role. You will spend some of your time close to the frontline, supporting members, understanding tickets and conversations, and seeing where our systems work brilliantly or fall short. That context matters. We believe the best operational systems are built by people who understand the customer experience in detail, not from a distance. But the core of the role is helping us build the next version of operations at Nous. You’ll identify repeated work, spot failure modes, turn messy processes into clear procedures, and own automations end to end. You’ll help us move work out of inboxes and manual processes, and into better systems, workflows, tooling and AI-assisted operations. Some days you’ll be digging into a broken process to understand the root cause. Some days you’ll be designing a better workflow, writing a clear operating procedure, or using AI and internal tools to automate work that used to be manual. Other days you’ll be working with product, engineering, data and experienced operators to improve the journeys our members go through and the systems that support them. You do not need to arrive as a software engineer. But you do need to be unusually quick to pick up technical tools, excited by AI, and willing to get under the bonnet of how things work. You’ll be expected to learn fast, experiment intelligently, and become someone the team trusts to take a messy operational problem and turn it into something robust, repeatable and scalable. It’s a rare chance to sit at the intersection of operations, product, systems, AI and customer experience inside a very high-growth company. You’ll see how the business really works, build things that materially change how the team operates, and help create the operating model that lets Nous scale from hundreds of thousands of households to millions. About you You’re smart, curious, ambitious and unusually high-agency. You want to understand how great companies really work from the inside out, and you’re excited by the idea of helping build one while it is still moving incredibly fast. You are probably not a software engineer, and you do not need to be. But you are technically curious. You are the kind of person who starts using new tools before they are formally handed to you, who experiments with AI to make yourself more effective, and who enjoys figuring out how systems, workflows and processes actually work. What makes you exceptional is that you combine operational judgement with a builder’s mindset. You are happy to get close to the detail, including customer conversations and frontline work, because you know that is where the truth usually lives. But you do not want to spend your career just doing the same manual work faster. You want to understand the pattern, fix the process, and build the system that means the work gets done better next time. You’ll thrive here if you: Have 2–5 years’ experience in operations, consulting, product operations, customer operations, startups, process improvement, or another fast-moving environment Have made extensive use of AI tools in your work, or are clearly on the path to doing so Are excited by the idea of owning automations and operational workflows end to end Learn new tools quickly and are not intimidated by technical systems, internal tooling or messy operational data Have a forensic eye for detail and enjoy tracing problems back to their root cause Can turn ambiguous, messy work into clear processes, documentation and repeatable systems Are naturally empathetic and understand why staying close to customers matters Communicate crisply, whether you’re writing a process, explaining a problem in Slack, or helping a colleague understand a new workflow Work effectively in high-ambiguity, high-growth environments where priorities can shift fast Take ownership without needing lots of structure, and are motivated by making the team around you more effective Want to help build the company you want to work in, not just do the job in front of you This role is ideal for someone with a few years of experience who has already shown they can take ownership, learn fast and improve the systems around them. Lots of companies will tell you you’ll be “close to the action”. Few can offer the chance to help design the operating system of a company scaling this quickly. Remuneration and benefits Compelling packages, including share options with life-changing upside. We’ve raised enough money to pay real salaries. We're building something great together and we all share in the upside. If we win, we win together. An environment where you can do your best work:  A great office set up for lots of collaborative working. We already need more whiteboards  The equipment / setup / training you need to do your best work  A high-context environment with lots of exposure to the big decisions - be in the room when it happens (literally)  Flexibility around remote work. If you sometimes just need to get your head down, that's fine  Very good coffee  A well-stocked kitchen (featuring a wildly popular toastie maker) so you can always make yourself a breakfast or light lunch on the house  Informal social every week, something bigger every month, plus a set-piece event in the summer and again at Christmas - we're not robots! 33 days paid holidays (including bank holidays)   Health and dental cash plans, including an employee assistance programme  Travel benefits, including the cycle-to-work scheme and season ticket loans Nous has an office-first culture. That means we encourage in-person working, and most people do work from the office in Farringdon most of the time. We do a lot of brainstorming, problem-solving and interaction within the team and presence makes this more effective. It also helps ensure people have good peripheral awareness and high context. But we are pragmatic not doctrinal about this, and recognise that, sometimes, certain types of work can be better done remotely.