Operations Lead / Director

Operations Lead / Director - JD

🚀 About Borderless

We believe in a world where borders are no longer barriers. Since launching in 2023, we’ve helped 400+ UK businesses and thousands of individuals across healthcare, construction, finance, and more. Our digital platform streamlines the UK sponsorship process using automation and expert support.

Backed by Entrepreneur First and Backed.VC , we’re scaling fast.

🎯 Role: Operations Lead

We’re looking for an Operations Lead to take full ownership of our service delivery function. You’ll lead the team responsible for ensuring UK visa cases are handled efficiently, accurately, and at scale — driving both operational excellence and customer satisfaction.

You’ll manage and optimise our end-to-end case processing function, improve key performance indicators, and partner with engineering to scale workflows through automation.

You'll manage a small number of direct reports, with indirect responsibility for a wider delivery team of 10+ including Immigration Advisors, Customer Support Specialists, and Operations Admins.

🛠️ What You’ll Be Doing

• Service Delivery: Own and improve processing across all application types, staying on top of backlogs and ensuring applications are submitted within SLAs
• Quality Assurance: Maintaining high visa grant rates and low refusal rates
• Team Leadership: Support team performance and career development
• Data & Reporting: Build dashboards to show key metrics and spot bottlenecks
• Operational Efficiency: Reduce the average processing time per application through operational improvements
• Cross-Functional Work: Collaborate closely with Product and Engineering to streamline operations via automation
• Continuous Improvement: Implement system and process upgrades based on on-the-ground feedback

✅ You Should Apply If

• You have ****experience in operations, ideally within a tech or tech-enabled company
• You’re a systems thinker, obsessed with continuously improving processes and building for scale
• You’re hands-on, execute fast, with a bias for action, holding yourself and others to a high standard
• You’re resilient, creative and are energised by environments where you need to solve problems quickly
• You’re data-oriented and enjoy working with spreadsheets and data-analytics tools
• You’ve managed large teams and know how to lead both day-to-day and strategically
• You’ve ideally worked closely with product/engineering teams, building internal tools and workflows

🧪 Interview Process

1. 30 min screening call with the Talent Team
2. 45 min interview with our Co-founder & CTO
3. Take Home Task (details shared during process)
4. Final onsite with Founders, Product Lead, and CS Lead

🎁 Borderless Benefits

Culture & Work Setup

🏢 3 days in-office (Mon/Tue/Thu), 2 days remote

🌮 Monthly in-office lunches

🕺 Monthly team socials

✈️ Annual offsite (last one: Lisbon, this year: Majorca!)

Time Off & Flexibility

✈️ 25 days holiday + 3 extra days between 25th Dec and 31st Jan

📞 1-week per year work-from-anywhere policy

Growth & Development

📚 £500 annual L&D budget

📈 6-month performance reviews and promotion cycles

Wellbeing & Equipment

💻 Laptop + peripherals

🚲 Cycle to Work scheme

💰 Smart Pension

💬 Mental health support via Spill

👟 Gym in Shoreditch Exchange

☕️ Onsite Barista