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Operational Change Manager

  • Bristol
  • Operations
  • Full time
  • R-0002752


We’re Dojo

Since launching Dojo in 2019 to address business owners’ pain points across the UK, we’ve seen incredible growth as a scaling fintech, welcoming over 60,000 new customers and growing the Dojo team to 900+ people across five locations. In that time, we’ve also introduced Dojo Virtual Queues & Bookings and the Dojo restaurant finder app, formerly known as WalkUp and loved by 600 restaurants and 600,000 diners across the UK. Find out more about the journey we’ve been on here

Today, we work towards our mission to empower businesses to thrive in the Experience Economy by creating the tools and technology that turn transactions into meaningful relationships. For our business customers, that means fast funding, the fastest payments, smart integrations, and efficient virtual queues & bookings - all with instant insight across the board. For over 600,000 diners across the UK, that means getting seated at their favourite restaurants in just a couple of taps on the Dojo app. Whether it’s for busy business owners or hungry diners, every Dojo product is built to address real customer pain points by our dedicated teams in London, Bristol, Hull and Belfast. 

The Role

As a key part of a high performing team, you’ll lead on coordinating both large and small scale change initiatives, impacting teams across the organisation. Reporting into the Head of Operational Strategy & Change, you’ll be the link between customer service operations and  other teams to build an exceptional customer experience, reduce internal operating costs and ensure change is well controlled. 

You’ll join us at an exciting time as we continue to grow, launch new products and services and continually improve our existing offering to our customers.

What you will do ...

  • Work closely with our Tribes within Dojo, and third party suppliers to:

    • understand the impact of initiatives on customers and therefore the changes required within the customer service operation 

    • influence the product development to understand and mitigate any impact on operational resource and processes 

    • agree the delivery cadence and manage the implementation within the operational teams

  • Identify improvements that make it easier for our advisors to resolve customer queries, and upsell products & services 

  • Understand best practice and emerging customer requirements for customer service and assess whether it’s appropriate for us

What you will bring … 

  • An established background as a successful senior change practitioner, in dynamic, fast paced, customer-focussed environments

  • A genuine customer first attitude

  • A team player, happy to work as part of a virtual team, collaborating with other internal departments across multiple offices to do the right thing for our customers and business

  • Self motivation and the proven ability to proactively identify improvement opportunities

  • A data driven approach to clearly demonstrate the cost versus benefit of improvement initiatives   

  • Experience of working with multiple senior stakeholders, liaising effectively with all relevant internal parties to improve the customer experience

  • Excellent understanding of operational best practice and current customer service technical solutions would be highly desirable 

  • A naturally collaborative approach with exceptional communication skills 

  • A strong understanding and ability to work in an agile environment.  

Our values

At Dojo, we’re curious . We have an insatiable desire to learn and innovate. And we’re relentless . We persevere even when it’s easier not to. But, we’re nothing without our customers, who drive everything we do. From day one, Dojo was built on real customer pain points and every one of us is customer-obsessed

Creating a more diverse, equitable and inclusive Dojo

Dojo’s 60,000+ customers reflect the diversity of the UK High Street. Building diverse teams that are representative of that to develop and deliver our business strategy is fundamental to continuing to create innovative products at Dojo. As a result, together, we achieve better outcomes for our customers and for Dojo. 

Regardless of age, disability, race, gender, religion, sexual orientation, culture, educational background, parental status, neurodiversity or disability - whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, we want to hear from you.

We pride ourselves on fostering a sense of community, which is only made stronger by each individual at Dojo, so you'll have the opportunity to meet a variety of people across levels, teams, and experiences throughout the interview process. 

Find out more about our benefits and what it’s like to work at Dojo at