About Azoma

Azoma is the agentic commerce optimisation platform for enterprise consumer brands. We help companies including Mars, Unilever, L’Oréal, Nestlé, Beiersdorf and Panasonic win visibility and revenue across AI shopping agents such as Amazon Rufus, Walmart Sparky, ChatGPT and Google Gemini.

Post a major fundraising milestone we are entering a critical scaling phase, with strong commercial momentum, a growing enterprise customer base and an expanding international footprint across London and Toronto.

The role

We deliver value to customers through a set of solution verticals: product listing content, PR, Reddit, YouTube, onsite content and retailer-specific programmes, with new verticals added as shopping agents evolve. Each vertical is owned by a Solution Specialist, an expert in driving agentic visibility and revenue through that channel.

As Head of Operations, you’ll lead the Solution Specialist team. Your mandate is to make sure every solution is delivered on time and to a consistently high standard for every customer, and to coach, train and develop the specialists so that quality scales with the business rather than depending on individual heroics or founder intervention.

You’ll report to the CTO and sit within the technical organisation, because delivery at Azoma is closely tied to the platform: data feeds, prompt testing, LLM visibility measurement and AI-optimised content generation. You’ll also spend significant time with the CEO and the Head of Customer Success. That split is deliberate: Customer Success manages customers horizontally, making sure each account gets the right overall strategy across our solutions, while you manage delivery vertically, making sure each solution is executed to standard across all customers. Together, customers get the right strategy and excellent execution.

This is a leadership role with room to grow as Azoma scales. The immediate need is a hands-on operator and player-coach who will build the delivery machinery of the business, rather than a fully formed enterprise executive.

What you’ll do

In your first 12 months:

• Take full ownership of the Solution Specialist team: structure, workload allocation across accounts, capacity planning and day-to-day delivery management.
• Define the delivery standard for each vertical. Codify what excellent looks like for product listings, PR, Reddit, YouTube and onsite content, including turnaround expectations and quality assurance.
• Build repeatable playbooks per vertical so delivery is consistent whoever executes it, and new hires ramp quickly.
• Install a simple, high-discipline delivery cadence: weekly delivery reviews, per-account and per-solution status visibility, and clear escalation paths to Customer Success and the founders.
• Coach and train the specialists, giving each team member clear objectives, regular feedback and a development path.
• Create a single view of delivery status, quality and risk across all customers and solutions, so the founders and Head of Customer Success always know where delivery stands.
• Support enterprise onboarding alongside Customer Success, particularly multi-brand, multi-geography rollouts where several verticals launch in parallel.
• Take delivery escalations, prioritisation calls and internal coordination off the founders’ plates so they can focus on product, category leadership and strategic customers.
• Preserve the speed, intensity and customer obsession behind our early traction, while adding just enough structure to make execution repeatable.

Over 12 to 24 months:

• Scale the team ahead of revenue: hiring plans, specialisation within verticals and, over time, a layer of vertical leads beneath you.
• Build a capacity model connecting pipeline and customer expansion to delivery headcount, so we never sell beyond what we can deliver well.
• Work with the Data team to tie delivery quality to customer outcomes (visibility lift and revenue through shopping agents), so quality is measured by results rather than output volume.
• Own the process of standing up new solution verticals as agentic commerce evolves, taking each from first pilot to repeatable, documented playbook.
• Extend delivery operations internationally across London, Toronto and our planned US expansion.
• Produce investor-grade reporting on delivery health, capacity and quality as an input to board reporting and future fundraising.

What you’ll bring

This describes the type of profile we’re looking for rather than a list of must-haves.

• Delivery, operations or client services leadership in an agency, managed service, professional services or customer delivery environment, within SaaS, ecommerce, digital media, retail media or marketing services.
• Experience managing multidisciplinary delivery teams spanning areas such as content, PR, social, community and ecommerce.
• Experience delivering for enterprise customers across multiple brands, geographies and SKUs.
• A track record of building playbooks, quality assurance, SLAs and delivery reporting from an immature base.
• Experience coaching and developing individual contributors into a high-performing team, ideally including hiring and onboarding.
• Experience scaling a team or function through rapid company growth, ideally from c.20-50 employees towards 100+.
• Comfort with data: able to define delivery metrics, build useful reporting and use it to manage the team.
• Familiarity with ecommerce, digital shelf or retail media is a strong plus. Genuine curiosity about AI shopping agents and how they’re changing commerce is essential.
• Exposure to international operations, ideally including the UK and North America, is helpful.

Who you are

• Hands-on and low ego: willing to build before delegating, and never precious about role boundaries.
• High standards on execution, quality and follow-through, with the will to hold others to them.
• A coach at heart, who takes real satisfaction in developing people and raising the team’s bar.
• Credible leading craft experts across very different domains, from PR to Reddit to ecommerce content, without needing to be the deepest expert in any single one.
• Comfortable in a technical organisation, and fluent enough in how the platform works to connect delivery to product.
• Commercially minded, with a clear understanding that delivery quality drives retention, expansion and reputation.
• Comfortable working closely with founders, absorbing ambiguity and challenging constructively on prioritisation, delivery risk, resourcing and trade-offs.
• Direct and practical, with a strong bias for action and a high ownership mentality.
• Resilient and calm under pressure, including when enterprise customers escalate.
• Ambitious, with the appetite to grow with the company as it scales.