Job Description

Job Title:Operations Manager

Location:Hybrid (Office based in Chiswick, Home & Field-based) – Regular visits to UK 3PL/last-mile partners, with travel across Europe and to international manufacturers as required

Contract:Full Time

Salary:£37,500 plus equity-based bonus scheme and travel allowance

Start Date:September 2025

About FOLD

FOLD Reformer is reshaping how people access movement and wellness at home. Our premium foldable Pilates bed brings together thoughtful design, engineering and accessibility to deliver studio-quality workouts that fit into everyday life.

As we scale across global markets, delivering a seamless customer experience and protecting product quality is critical to our growth. We’re looking for someone who thrives on building smart systems, managing partners, and making operations run like clockwork.

The Role

We are hiring anOperations Managerto lead logistics, fulfilment, customer aftercare and supplier quality control across the UK and Europe.

You will manage our 3PL and home delivery partners (James & James and Rhenus) to ensure high service levels and operational efficiency. You will be responsible for inventory management, customer delivery experience, and after-sales service – including warranty, spare parts and maintenance.

This role will also play a key part in supplier management, developing quality control processes and holding manufacturing partners to account through structured reporting and site visits. You will support our commercial growth by ensuring operational reliability at scale.

What you will be doing

Logistics & Fulfilment

• Day-to-day management of 3PL and last-mile delivery partners in the UK and Europe
• Monitor and enforce service levels (SLAs), identifying issues and driving solutions
• Coordinate inbound and outbound stock movements and returns
• Maintain stock integrity across multiple warehouses, ensuring availability and accuracy

Customer Aftercare & Maintenance

• Build and manage FOLD’s aftercare service – from spare part logistics to customer self-service guides
• Set up maintenance partnerships for in-field support across key regions
• Own the full warranty process from claims to resolution
• Develop a premium bolt-on maintenance service for studios, retreats, and commercial clients

Supplier Quality Control & Product Assurance

• Manage incoming goods inspections and batch testing to ensure consistent standards
• Own supplier performance tracking and issue resolution, including compliance with agreed contracts
• Conduct periodic travel to UK and European logistics partners and international factories for on-site inspections

What we are looking for

• 3+ years of experience in operations, logistics, supply chain or fulfilment roles
• Experience working with 3PLs and last-mile delivery providers
• Strong understanding of inventory systems, order flow and product lifecycle management
• Track record of building structured QC or supplier management frameworks
• Practical experience in managing warranties, customer issues or spare part fulfilment
• Comfortable working independently, with a solution-focused mindset and clear communication style
• Excellent organisational and project management skills
• Willingness to travel as needed to key suppliers and partners across the UK, Europe and Asia
• Alignment with FOLD’s values of inclusivity, innovation and purpose-led growth

What you’ll get

• £37,500 salary + equity-based bonus scheme
• Complementary FOLD Reformer Bed
• Laptop & Mobile
• Vitality Health Insurance (with wellness perks)
• BUPA Dental Scheme
• Cycle to Work Scheme
• Travel opportunities across UK, Europe and international supplier locations
• A key role in shaping operational excellence for a fast-growing wellness brand