Product Operations Specialist

Who we are We are a rapidly growing, B Corp-certified Corporate Services Group, led by a visionary founder and CEO. Committed to the highest standards of social and environmental performance, accountability, and transparency, we create sustainable value for our clients, employees, and the wider community. With a customer base exceeding 500,000 and consistent year-on-year growth of 20%, we are redefining the business services landscape. From company formation and legal support to accountancy services and virtual offices, we provide end-to-end solutions that enable businesses to start, scale, and succeed. Profitable, innovative, and relentlessly client-focused, we are on a mission to support modern businesses with purpose and impact. We are looking for talented, motivated individuals who are inspired to contribute to a purpose-driven, high-performing organisation. Job Summary We’re looking for a Product Operations professional to help us scale how we work — improving systems, automating processes, and driving operational excellence across the business. Your time in the role will be roughly spread across 25% owning HubSpot (our CRM and source of truth for customer and commercial data) and 75% focused on business improvement initiatives — building and optimising digital workflows, automations, and tools that reduce manual effort and improve collaboration. You will play a key role in moving the company from high-touch, manual operations to streamlined, low-touch, tech-enabled ways of working. 🎯 What You’ll Own & Lead: 1. Process Improvement & Automation (75%) Map, analyse, and redesign key business processes across product, operations, marketing, and customer teams. Identify inefficiencies and opportunities for automation using no/low-code tools (e.g., Zapier, Make, Airtable, Notion, HubSpot workflows, or custom scripts). Lead implementation of new tools, integrations, and workflow improvements to increase speed, reduce manual work, and improve accuracy. Partner with business stakeholders to translate operational pain points into scalable, tech-enabled solutions. Develop and document standard operating procedures (SOPs) to ensure consistent, repeatable processes. Drive adoption of improved systems and processes through training, communication, and change management. 2. HubSpot CRM Ownership (25%) Serve as the HubSpot administrator and ensure data accuracy, structure, and reporting integrity Maintain automations, workflows, and integrations between HubSpot and other tools. Support marketing, sales, and success teams with CRM optimisations that improve the customer lifecycle. Develop dashboards and reports that provide actionable insights to the business. 3. Cross-Functional Collaboration Partner with product, ops, and commercial leaders to identify opportunities for system-driven efficiency gains. Act as a connector between teams — ensuring tools, data, and processes align with shared goals. Support ongoing “ways of working” initiatives across teams (e.g., onboarding workflows, handoffs, internal documentation). 📚 What You Bring to the Table 3–6 years of experience in Product Operations, Business Operations, or Business Systems within a digital-first or SaaS organisation. Strong understanding of process mapping, automation, and systems thinking. Hands-on experience with HubSpot CRM (admin-level comfort). Experience using automation tools such as Zapier, Make, Airtable, Notion, or similar platforms. Proven ability to translate operational challenges into practical, tech-enabled solutions. Excellent communication and documentation skills — able to turn complex systems into simple, clear SOPs. Data-driven mindset and comfort working with dashboards, metrics, and KPIs. Nice-to-Have Experience implementing or managing internal tools (e.g., Notion, Monday, Jira, or Asana). Exposure to process frameworks such as Lean, Six Sigma, or Agile operations. Experience in a scale-up environment where operations are evolving rapidly. 🌍 Who You’ll Be Working With You’ll be surrounded by passionate, talented changemakers with big ambitions—not just for our business but for our world. Our teams are predominantly based in our Covent Garden, London office. We're a company striving for best-in-class service through empathy, integrity, and innovation—and we want you to be the voice and leader who helps us get there Remuneration and Benefits 25 days annual leave, plus 8 public/bank holidays Employee Assistance Program 14 weeks maternity leave pay, 2 weeks paternity leave pay 2 paid Volunteering Days per year with our charity partner. Annual cost-of-living salary increase Cycle to Work Scheme Dog-friendly office Indoor bicycle storage, changing and shower facility Free soft drinks and bean-to-cup coffee all day Free Wednesday lunches Free fresh fruit - daily Equal Opportunities 1st Formations is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We consider all applicants for employment without regard to race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, criminal history, disability, or gender identity. We encourage individuals from all backgrounds to apply. If you have a disability or special need that requires accommodation, please let us know.