Proptech Operations Manager

Operations Manager – Marketplace Operations (PropTech)About the RoleWe are looking for an Operations Manager to become the operational heartbeat of our growing PropTech marketplace. You will ensure buyers, sellers, brokers and developers enjoy a smooth experience from onboarding through to property offers and ongoing support.Acting as the central coordination point between customers and our commercial, customer success, finance, compliance and technology teams, you will resolve issues, improve processes and help maximise customer satisfaction and revenue opportunities.Key ResponsibilitiesMarketplace OperationsManage the day-to-day flow of buyer and seller enquiriesReview and process property offersVerify required documentation before offers are progressedMonitor marketplace activity and ensure operational standards are maintainedKYC & ComplianceReview customer identity documentationEnsure onboarding meets company KYC and AML requirements Escalate suspicious activity where appropriateHandle user reports including fraudulent listings, abuse and policy breaches Payments & TransactionsInvestigate failed paymentsCoordinate refunds and payment queries with Finance Monitor transaction status and communicate updates to customers Broker & Developer OnboardingSupport brokers and developers through the onboarding processVerify documentation before listings go liveCoordinate with Customer Success to ensure successful activation Customer SupportAct as first-line support across the platformResolve operational queries efficientlyEscalate technical issues to Product or Engineering with clear documentationMaintain knowledge articles and standard operating procedures Commercial SupportIdentify opportunities to refer customers to internal teams for property sales, valuations, mortgages or property management services Ensure leads are accurately recorded and handed over Process ImprovementIdentify recurring issues and recommend operational improvements Develop and maintain SOPs, FAQs and internal documentationTrack operational metrics and customer feedback to improve efficiency ExperienceA minimum of 3 years' experience in marketplace operations, PropTech, real estate operations, customer operations or a similar environmentExperience coordinating across multiple teams including Commercial, Customer Success, Finance and TechnologyExposure to payments, KYC or compliance processes is advantageousExperience using CRM and support ticketing platforms such as HubSpot, Salesforce, Zendesk, Intercom or FreshdeskStrong organisational skills with the ability to manage multiple priorities SkillsExcellent written and verbal communicationStrong problem-solving and decision-making ability High attention to detailCommercial awareness with the ability to identify revenue opportunities Comfortable working in a fast-paced startup environmentCustomer-first mindset with a proactive approach to issue resolution For an early-stage startup, however, a capable Operations Manager can comfortably own the coordination across all three areas before those functions become large enough to split