OnBuy Limited
Manchester, Lancashire
Who are OnBuy? OnBuy are an online marketplace who are on a mission of being the best choice for every customer, everywhere. We have recently been named one of the UK's fastest-growing tech companies in the Sunday Times 100 Tech list. All achievements we are very proud of, but we don't let that go to our head. We are all laser focused on our mission and understand the huge joint effort ahead of us needed to succeed. Working at OnBuy We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving. At OnBuy, you're not just a number or another cog in a machine. We are creating something really special, and you have the opportunity to affect meaningful change and have your voice heard. We are a close team, who have the opportunity to learn and grow as OnBuy evolves. About the Role The Head of Digital Operations is responsible for leading a world-class customer support function that delivers fast, empathetic and consistent outcomes, while driving efficiency and continuous improvement through technology, data and process excellence. You will lead a remote team and partner closely across all aspect of our business to ensure our customers, both buyers and sellers feel confident, supported and valued at every interaction. This role is critical in building trust, protecting our community and enhancing platform reputation at scale. Trust is one of the foundations of OnBuy. Your leadership ensures we protect and elevate the experience of every buyer and seller, turning challenges into loyalty and advocacy. Key Responsibilities Customer Support Leadership Own customer support strategy across buyers and sellers Lead multi-disciplinary teams across buyer escalations, seller support queries and the implementation of our Risk Management governance framework Ensure consistent resolution quality, tone of voice and policy adherence Operational Transformation Lead the evolution of customer support into a proactive, AI-augmented function. Architect scalable support systems that reduce manual intervention and improve resolution speed. Embed automation and predictive analytics into support workflows to eliminate recurring issues. Deliver performance to SLA and quality standards Build and mature operational frameworks, playbooks and escalation pathways Partner with Technology to identify and fix systemic root causes Customer Advocacy & Insights Act as a champion of the buyer and the seller internally, surfacing trends and insights Work with Product Owners to feed prioritised improvements into our longer-term roadmap, including AI tools, and self serve capabilities. Build quarterly insights and feedback loops across business anchored in customer feedback Team & Culture Leadership Coach, empower and develop leaders and teams Set clear goals, rhythms and operational reporting Foster a culture of accountability, learning and high performance> Risk & Compliance Ensure compliance with platform policies and regulatory obligations Manage complex and high-risk escalations Work closely with Risk team to protect customers and brand Qualifications Proven leadership in scaling customer operations through digital transformation., preferably eCommerce or marketplace Track record scaling support teams in high growth or complex environments Experience implementing support tech including CRM systems, automation and AI tooling Strong cross functional leadership with Product, Tech, Risk and Legal Customer obsessed with strong problem solving and operational rigour Data driven decision making and reporting capability Excellent communication, stakeholder influence and crisis management Ability to inspire, coach and develop customer focused teams The salary on offer for this role is upto £80,000 depending on experience. We also offer the following benefits: CompanyEquity- In return for helping us to grow, we'll offer you company equity, meaning you own a piece of this business we are all working so hard to build. 25 days annual leave + Bank Holidays 1 extra day off for your Birthday Employee Assistance Programme Perks at Work benefit platform Opportunities for career development and progression Our Commitment OnBuy is an equal opportunities employer. We are dedicated to creating a fair and transparent workforce, starting with a recruitment process that does not discriminate on the basis of gender, sexual orientation, marital or civil partnership status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age. This role will be Hybrid working from either our Bournemouth or Manchester Offices.
Who are OnBuy? OnBuy are an online marketplace who are on a mission of being the best choice for every customer, everywhere. We have recently been named one of the UK's fastest-growing tech companies in the Sunday Times 100 Tech list. All achievements we are very proud of, but we don't let that go to our head. We are all laser focused on our mission and understand the huge joint effort ahead of us needed to succeed. Working at OnBuy We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving. At OnBuy, you're not just a number or another cog in a machine. We are creating something really special, and you have the opportunity to affect meaningful change and have your voice heard. We are a close team, who have the opportunity to learn and grow as OnBuy evolves. About the Role The Head of Digital Operations is responsible for leading a world-class customer support function that delivers fast, empathetic and consistent outcomes, while driving efficiency and continuous improvement through technology, data and process excellence. You will lead a remote team and partner closely across all aspect of our business to ensure our customers, both buyers and sellers feel confident, supported and valued at every interaction. This role is critical in building trust, protecting our community and enhancing platform reputation at scale. Trust is one of the foundations of OnBuy. Your leadership ensures we protect and elevate the experience of every buyer and seller, turning challenges into loyalty and advocacy. Key Responsibilities Customer Support Leadership Own customer support strategy across buyers and sellers Lead multi-disciplinary teams across buyer escalations, seller support queries and the implementation of our Risk Management governance framework Ensure consistent resolution quality, tone of voice and policy adherence Operational Transformation Lead the evolution of customer support into a proactive, AI-augmented function. Architect scalable support systems that reduce manual intervention and improve resolution speed. Embed automation and predictive analytics into support workflows to eliminate recurring issues. Deliver performance to SLA and quality standards Build and mature operational frameworks, playbooks and escalation pathways Partner with Technology to identify and fix systemic root causes Customer Advocacy & Insights Act as a champion of the buyer and the seller internally, surfacing trends and insights Work with Product Owners to feed prioritised improvements into our longer-term roadmap, including AI tools, and self serve capabilities. Build quarterly insights and feedback loops across business anchored in customer feedback Team & Culture Leadership Coach, empower and develop leaders and teams Set clear goals, rhythms and operational reporting Foster a culture of accountability, learning and high performance> Risk & Compliance Ensure compliance with platform policies and regulatory obligations Manage complex and high-risk escalations Work closely with Risk team to protect customers and brand Qualifications Proven leadership in scaling customer operations through digital transformation., preferably eCommerce or marketplace Track record scaling support teams in high growth or complex environments Experience implementing support tech including CRM systems, automation and AI tooling Strong cross functional leadership with Product, Tech, Risk and Legal Customer obsessed with strong problem solving and operational rigour Data driven decision making and reporting capability Excellent communication, stakeholder influence and crisis management Ability to inspire, coach and develop customer focused teams The salary on offer for this role is upto £80,000 depending on experience. We also offer the following benefits: CompanyEquity- In return for helping us to grow, we'll offer you company equity, meaning you own a piece of this business we are all working so hard to build. 25 days annual leave + Bank Holidays 1 extra day off for your Birthday Employee Assistance Programme Perks at Work benefit platform Opportunities for career development and progression Our Commitment OnBuy is an equal opportunities employer. We are dedicated to creating a fair and transparent workforce, starting with a recruitment process that does not discriminate on the basis of gender, sexual orientation, marital or civil partnership status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age. This role will be Hybrid working from either our Bournemouth or Manchester Offices.
OnBuy Limited
Who are OnBuy? OnBuy are an online marketplace who are on a mission of being the best choice for every customer, everywhere. We have recently been named one of the UK's fastest-growing tech companies in the Sunday Times 100 Tech list. All achievements we are very proud of, but we don't let that go to our head. We are all laser focused on our mission and understand the huge joint effort ahead of us needed to succeed. Working at OnBuy We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving. At OnBuy, you're not just a number or another cog in a machine. We are creating something really special, and you have the opportunity to affect meaningful change and have your voice heard. We are a close team, who have the opportunity to learn and grow as OnBuy evolves. About the Role The Senior Database Administrator to lead the design, optimisation, operation, and cost effective scaling of our GCP data platform. The role will focus on Cloud SQL (MySQL) and BigQuery, with responsibility for performance, reliability, security, automation and observability across transactional and analytical workloads. Key Responsibilities Administer high availability setups in CloudSQL. Performance tuning: indexing, partitioning, query tuning, load balancing and resource sizing. Cost optimisation for Cloud SQL and BigQuery and lifecycle policies. Troubleshoot performance and incidents; lead incident response, MTTR ownership, RCA and continuous improvements. Provide 2nd-line DBA support: own and resolve escalated database incidents and requests. Backup, restore and disaster recovery: author and practice DR plans, run restore drills, validate backups and enforce retention. Security and compliance: manage IAM/ACLs, encryption (at rest/in transit), secrets management, access reviews and audit logging. Execute database upgrades and change management: plan/coordinate upgrades with rollback plans and compatibility testing. Automate as much as possible: IaC (Terraform/Deployment Manager), CI/CD for schema and infra changes, automated remediation and runbooks. Capacity planning - forecasting growth. Maintaining, monitoring and observability of database solutions; own dashboards, SLOs, logging, metrics and actionable alerts. Cost and resource governance: tagging, quota controls, cost monitoring and chargeback recommendations. Mentoring and documentation: maintain runbooks, knowledge base, and coach engineers on DB best practices. Vendor/third party management: manage managed service support relationships and SLAs. Essential Databases: Cloud SQL (MySQL) and BigQuery; strong knowledge of indexing, query plans, schema refactoring and OLTP patterns. Cloud: Production experience with GCP. Scripting & IaC: Terraform; Ansible, Git, Bash. Tooling: Query Insights, SQL Diagnostic Manager, MySQL Workbench tooling. Monitoring & logging: Cloud Monitoring, New Relic or equivalent; database alerting strategy. Security & compliance: IAM, VPC, encryption, secrets management and audit logging. Operational practices: HA/replication, backups, DR, change management and on call experience. Communication: Strong documentation, runbook writing and stakeholder collaboration. Desirable NoSQL & Caching: Couchbase operations and Memorystore/Redis experience. Tooling: DataStream, Airbyte,ORM, Laravel. Containers & orchestration: Kubernetes basics where DB tooling/operators are used. Agile and Jira: experience in Agile teams (Scrum/Kanban); create/refine user stories, estimate and prioritise work, and use Jira to manage boards and track progress. Certifications: Google Cloud Professional Data Engineer or Cloud Architect Salary The salary on offer for this role is £65,000- £75,000 depending on experience. Benefits CompanyEquity- In return for helping us to grow, we'll offer you company equity, meaning you own a piece of this business we are all working so hard to build. 25 days annual leave + Bank Holidays 1 extra day off for your Birthday Employee Assistance Programme Perks at Work benefit platform Opportunities for career development and progression Our Commitment OnBuy is an equal opportunities employer. We are dedicated to creating a fair and transparent workforce, starting with a recruitment process that does not discriminate on the basis of gender, sexual orientation, marital or civil partnership status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.
Who are OnBuy? OnBuy are an online marketplace who are on a mission of being the best choice for every customer, everywhere. We have recently been named one of the UK's fastest-growing tech companies in the Sunday Times 100 Tech list. All achievements we are very proud of, but we don't let that go to our head. We are all laser focused on our mission and understand the huge joint effort ahead of us needed to succeed. Working at OnBuy We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving. At OnBuy, you're not just a number or another cog in a machine. We are creating something really special, and you have the opportunity to affect meaningful change and have your voice heard. We are a close team, who have the opportunity to learn and grow as OnBuy evolves. About the Role The Senior Database Administrator to lead the design, optimisation, operation, and cost effective scaling of our GCP data platform. The role will focus on Cloud SQL (MySQL) and BigQuery, with responsibility for performance, reliability, security, automation and observability across transactional and analytical workloads. Key Responsibilities Administer high availability setups in CloudSQL. Performance tuning: indexing, partitioning, query tuning, load balancing and resource sizing. Cost optimisation for Cloud SQL and BigQuery and lifecycle policies. Troubleshoot performance and incidents; lead incident response, MTTR ownership, RCA and continuous improvements. Provide 2nd-line DBA support: own and resolve escalated database incidents and requests. Backup, restore and disaster recovery: author and practice DR plans, run restore drills, validate backups and enforce retention. Security and compliance: manage IAM/ACLs, encryption (at rest/in transit), secrets management, access reviews and audit logging. Execute database upgrades and change management: plan/coordinate upgrades with rollback plans and compatibility testing. Automate as much as possible: IaC (Terraform/Deployment Manager), CI/CD for schema and infra changes, automated remediation and runbooks. Capacity planning - forecasting growth. Maintaining, monitoring and observability of database solutions; own dashboards, SLOs, logging, metrics and actionable alerts. Cost and resource governance: tagging, quota controls, cost monitoring and chargeback recommendations. Mentoring and documentation: maintain runbooks, knowledge base, and coach engineers on DB best practices. Vendor/third party management: manage managed service support relationships and SLAs. Essential Databases: Cloud SQL (MySQL) and BigQuery; strong knowledge of indexing, query plans, schema refactoring and OLTP patterns. Cloud: Production experience with GCP. Scripting & IaC: Terraform; Ansible, Git, Bash. Tooling: Query Insights, SQL Diagnostic Manager, MySQL Workbench tooling. Monitoring & logging: Cloud Monitoring, New Relic or equivalent; database alerting strategy. Security & compliance: IAM, VPC, encryption, secrets management and audit logging. Operational practices: HA/replication, backups, DR, change management and on call experience. Communication: Strong documentation, runbook writing and stakeholder collaboration. Desirable NoSQL & Caching: Couchbase operations and Memorystore/Redis experience. Tooling: DataStream, Airbyte,ORM, Laravel. Containers & orchestration: Kubernetes basics where DB tooling/operators are used. Agile and Jira: experience in Agile teams (Scrum/Kanban); create/refine user stories, estimate and prioritise work, and use Jira to manage boards and track progress. Certifications: Google Cloud Professional Data Engineer or Cloud Architect Salary The salary on offer for this role is £65,000- £75,000 depending on experience. Benefits CompanyEquity- In return for helping us to grow, we'll offer you company equity, meaning you own a piece of this business we are all working so hard to build. 25 days annual leave + Bank Holidays 1 extra day off for your Birthday Employee Assistance Programme Perks at Work benefit platform Opportunities for career development and progression Our Commitment OnBuy is an equal opportunities employer. We are dedicated to creating a fair and transparent workforce, starting with a recruitment process that does not discriminate on the basis of gender, sexual orientation, marital or civil partnership status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.