Operations Generalist

At Gradient Labs, we’re building an AI agent to redefine customer experience and operational efficiency in the financial services sector
.

Founded in 2023, we’ve quickly gone from an idea to a growing team with customers you know (and probably love). Our powerful AI agent is unique: it’s the only AI operations agent built specifically for financial services
, handling even the trickiest, high-stakes customer queries safely and effectively. Crucially, it serves as one unified agent across the entirety of your customer operations
, giving businesses the comprehensive visibility and control they need to trust all outcomes.

We’re a small but mighty team of builders from leading companies like Monzo, Pleo, and Google. If you’re excited to tackle some of the hardest problems in AI and help shape the future of customer operations and experience
, we’d love to hear from you.

This role will be the backbone ensuring Gradient Labs runs smoothly behind the scenes. You’ll work directly with the Head of Operations and touch every part of the business - from vendor management and compliance to Rev Ops and strategic projects.

• Own day-to-day operations execution: Some examples include processing and managing invoices, vendor relationships and contracts, maintaining and writing compliance documentation (SOC2/Vanta, subprocessor updates), and support new joiner onboarding and team offsite planning. You’ll be the person who makes sure nothing falls through the cracks.

• Drive strategic projects and process improvements: Take ownership of initiatives like Rev Ops commission tracking and tooling, R&D tax credit claim preparation and supplier ops onboarding process. Build systems, culture and documentation that reduce friction as we scale.

• Be the detail guardian and cross-functional partner: Ensure accuracy in everything from commission calculations to contracts. Work with accountants, legal, customers, sales and leadership to keep operations running smoothly - catching errors before they become issues and maintaining the diligence required when every number and document matters.

• You’ve got operations experience at a high-growth startup or scale-up where you had to get things done without a lot of support and you enjoyed figuring it out. Bonus if you’ve worked on areas like Rev Ops, compliance frameworks (SOC2), supplier ops, or as a generalist at a UK startup going global with multiple entities and customers.

• You’re detail-obsessed, for real - you don’t miss a grammar mistake and you triple-check your numbers before hitting send.

• You enjoy problem-solving with different stakeholders across a wide variety of topics. It might be streamlining our onboarding process, creating or updating a Notion page to fill a knowledge gap or anticipating that legal review needs doing for customer contracts to avoid future blockers. You spot friction and fix it.

• You’re process-minded with systems thinking. You naturally see how things connect or get feedback from the team and look for ways to automate or streamline.

• You’re comfortable with context-switching. You don’t want to specialise immediately and actually thrive when things change up often.

• You like being hands-on but also thinking strategically about what matters next.

• You like being around motivated people in the office and collaborating in person. We’re in the office 2 days/week and value face-to-face collaboration.

This is a rare opportunity to see how a high-growth AI startup works from the inside out. You’ll collaborate directly with founders, gain exposure to every function, and see firsthand how operational decisions enable or constrain growth - giving you real influence on how we scale.

As we grow, your role will evolve with the company. You’ll build the systems and processes that support our next 50 hires, and have the chance to specialise in areas that match your interests whether that’s Rev Ops, vendor/compliance operations, or another business area.