Founding Product and Ops Manager

Elyos AI - Founding Product and Ops Manager - JD

📍 Location : Old Street, London, UK (Onsite, 5 days a week)

Mission : We’re building the next generation of customer service with AI Agents. Our agents answer calls, reply to emails and WhatsApp messages, make bookings, take payments, and operate the CRM in the same way a human would.

About

We founded Elyos in June 2023 and took part in the Y Combinator S23 Batch. We lived in San Francisco for 4 months, eating and breathing all things AI and at the end of the programme, we raised a $3m seed round. We’re hiring as we are growing revenue exponentially 30% month on month for the past few months. It’s been wild so far and we would love to have you on the ride!

Why join us?

If you love building things from the ground up, solving complex challenges, and working with cutting-edge AI tech, you’re in the right place. As an early team member, you’ll have a massive impact, shaping our platform and culture while working on LLMs, Speech-to-Text, Text-To-Speech, Voice Activity Detection and other world-changing tech. You will enable our customers to seamlessly handle calls, book additional jobs and provide leading customer service.

About the Role

We're looking for key talent to join our Product and Ops team at Elyos as a founding Product and Ops Manager. This is a mission-critical role that will work directly with Adrian (CEO). There are two parts to the role. First you will devise and implement a structure for product development and product management. You will lead the communication between the customer-facing team and the engineering team. Second, you will lead the operations team to streamline customer onboarding, implementation, and ongoing account operations, turning repeatable customer work into scalable, productised processes that improve speed, quality, and customer outcomes as we grow.

In this role, you'll be the bridge between our tech team and our customers' business needs, ensuring they achieve maximum value through effective onboarding, customisation, and ongoing optimisation.

Key Responsibilities

Product

• Own the translation of customer needs into product strategy, ensuring real-world usage directly shapes what we build

• Act as the product interface between customers, operations, and engineering — defining requirements, scoping solutions, and driving delivery

• Define and track product success metrics across customer accounts (e.g. booking conversion, call resolution, containment, CSAT)

• Write clear product requirements, user stories, and acceptance criteria for new features and improvements

• Partner with engineering to prioritise the backlog, make trade-offs, and ship high-impact improvements quickly

• Validate new features through hands-on testing, customer pilots, and post-launch analysis

• Build and maintain a scalable library of prompts, conversation flows, and workflows that become reusable product primitives

• Develop onboarding and rollout strategies for new product features to drive adoption and measurable customer value

• Lead a small operations team, setting goals, processes, and quality standards while gradually productising repeatable work

Customer Onboarding & Operations

• Own the onboarding and implementation strategy, defining how customers go from signed contract to live, value-generating AI agents

• Design and continuously improve a scalable onboarding framework that balances speed, quality, and customisation as we grow

• Set the standards and best practices for requirements discovery, ensuring each customer’s workflows, terminology, and edge cases are captured cleanly and consistently

• Oversee the configuration of AI agents across voice, email, and messaging channels, ensuring they reliably handle calls, bookings, payments, and CRM actions

• Define and enforce quality bars for conversation design, prompt structure, and workflow logic to maximise booking rates and customer satisfaction

• Own the implementation playbooks for CRM and systems integrations, reducing time-to-live and implementation risk

• Partner closely with engineering to unblock complex implementations, surface product gaps, and influence platform architecture

• Introduce tooling, automation, and metrics to track onboarding progress, implementation health, and early customer outcomes

• Use early customer data to iterate on onboarding, identify failure modes, and proactively course-correct before churn risk emerges

• Build, mentor, and lead an implementation team, setting clear expectations, feedback loops, and a culture of ownership and customer impact

Experience

• 2.1 degree from a top university (technical degree is a bonus!)

• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical audiences

• Strong process management skills with the ability to juggle multiple customer accounts simultaneously

• Experience managing a small team.

• Excited to work in a fast-paced environment

• Problem-solving and eagerness to find creative solutions to customer challenges

Bonus

• Previous experience with product management, design or UX

• Knowledge of AI/ML concepts and practical applications in business settings

Perks & Benefits

• 💸 Competitive salary & equity - we are building together, we win together

• 📚 AI-focused learning & development - stay ahead of the curve.

• ✈️ Team socials & annual offsites - cool destinations included(last year we went to Greece!).

• 🏥 Private healthcare - because your well-being matters.