Operations Manager (London)

Working hours: Mon - Fri Location: 100% on-site in Hatton Garden, London About Nivoda 🚀 Nivoda is on a mission to transform the $350 billion global jewelry industry. We're building the operating system for the industry — a marketplace that connects diamond and gemstone suppliers directly with retailers, giving both sides a faster, more transparent, and more efficient way to trade. Today, Nivoda processes over $300M in annual transactions and continues to grow at an extraordinary pace, with teams based in London, New York, Hong Kong, Mumbai, and beyond.   Our Mission 🎯 Diamond and gemstone trading has long been plagued by inefficiency, opacity, and exclusivity. Nivoda was built to change that - to democratise access and empower every business, regardless of size or location, to buy and sell with confidence. Independent jewellers are at the heart of this mission. They deserve the same access to quality, pricing, and selection as the biggest players in the industry. That's exactly what we give them.   About the Role 🤔 We're looking for a highly proactive, operationally sharp, people-first Operations Manager to lead fulfilment performance at our UK hub. You'll set clear expectations, enforce standards, and drive accountability across intake, QC, shipping, and returns while building strong relationships with key suppliers, partners, and carriers. This is a hands-on, full-accountability role: you'll own performance and culture within the hub, build on an already-established foundation, and mentor a dynamic, fast-growing team. It bridges execution with team development, and calls for strong operational judgment, structured thinking, and comfort in a fast-evolving, high-growth environment. What will you be doing? 😎 Own UK Hub Logistics & Fulfilment Performance • Take full ownership of fulfilment operational KPIs across the UK hub: speed, accuracy, and service levels • Own end-to-end performance across intake, QC, shipping, and returns, ensuring adherence to service-level commitments • Drive daily execution across the team while maintaining a strong focus on scalability and process robustness • Review weekly operational metrics by function (intake, QC, shipping, returns, express) and implement improvements • Maintain strong local relationships with suppliers, runners, carriers, and other local partners Build & Scale New Workflows • Lead the rollout and optimisation of new & existing fulfilment streams for UK • Identify bottlenecks and implement process improvements to increase throughput and reduce errors Lead & Develop the Team • Manage, coach, and develop a team of 3 across intake, QC, shipping, and returns • Run regular team check-ins and structured performance conversations, setting clear expectations and giving direct feedback • Cultivate a team culture rooted in accountability, precision, clarity, and growth Cross-Functional & Cross-Hub Ownership • Act as the primary interface between UK fulfilment, customer support, supplier teams, and global stakeholders • Partner with other Nivoda hubs for cross-hub alignment and contribute insights in WBRs What do we need from you? 💪 • 6 - 8 years in operations, fulfillment, logistics-based office management or within the diamond, gemstone, or luxury goods industry • Extensive experience directly managing people or leading teams • Demonstrated ability to execute and enforce daily operational workflows • Clear, effective communication skills and a highly organised approach • Desire and ability to work in a fast-growing company where processes change continuously Nice to have ✨ • Proficiency in Excel/Sheets • GIA or Gem A qualification is highly desirable • Prior exposure to or experience in diamond or gemstone quality control is also highly desirable.   Our culture