Operations Manager (London)

Working hours: Mon - Fri

Location: 100% on-site in Hatton Garden, London

Nivoda is on a mission to transform the $350 billion global jewelry industry. We're building the operating system for the industry — a marketplace that connects diamond and gemstone suppliers directly with retailers, giving both sides a faster, more transparent, and more efficient way to trade. Today, Nivoda processes over $300M in annual transactions and continues to grow at an extraordinary pace, with teams based in London, New York, Hong Kong, Mumbai, and beyond.

Diamond and gemstone trading has long been plagued by inefficiency, opacity, and exclusivity. Nivoda was built to change that - to democratise access and empower every business, regardless of size or location, to buy and sell with confidence. Independent jewellers are at the heart of this mission. They deserve the same access to quality, pricing, and selection as the biggest players in the industry. That's exactly what we give them.

We're looking for a highly proactive, operationally sharp, people-first Operations Manager to lead fulfilment performance at our UK hub. You'll set clear expectations, enforce standards, and drive accountability across intake, QC, shipping, and returns while building strong relationships with key suppliers, partners, and carriers.

This is a hands-on, full-accountability role: you'll own performance and culture within the hub, build on an already-established foundation, and mentor a dynamic, fast-growing team. It bridges execution with team development, and calls for strong operational judgment, structured thinking, and comfort in a fast-evolving, high-growth environment.

• Take full ownership of fulfilment operational KPIs across the UK hub: speed, accuracy, and service levels

• Own end-to-end performance across intake, QC, shipping, and returns, ensuring adherence to service-level commitments

• Drive daily execution across the team while maintaining a strong focus on scalability and process robustness

• Review weekly operational metrics by function (intake, QC, shipping, returns, express) and implement improvements

• Maintain strong local relationships with suppliers, runners, carriers, and other local partners

• Lead the rollout and optimisation of new & existing fulfilment streams for UK

• Identify bottlenecks and implement process improvements to increase throughput and reduce errors

• Manage, coach, and develop a team of 3 across intake, QC, shipping, and returns

• Run regular team check-ins and structured performance conversations, setting clear expectations and giving direct feedback

• Cultivate a team culture rooted in accountability, precision, clarity, and growth

• Act as the primary interface between UK fulfilment, customer support, supplier teams, and global stakeholders

• Partner with other Nivoda hubs for cross-hub alignment and contribute insights in WBRs

• 6 - 8 years in operations, fulfillment, logistics-based office management or within the diamond, gemstone, or luxury goods industry

• Extensive experience directly managing people or leading teams

• Demonstrated ability to execute and enforce daily operational workflows

• Clear, effective communication skills and a highly organised approach

• Desire and ability to work in a fast-growing company where processes change continuously

• Proficiency in Excel/Sheets

• GIA or Gem A qualification is highly desirable

• Prior exposure to or experience in diamond or gemstone quality control is also highly desirable.

   

Nivoda is proud to be an equal opportunity workplace dedicated to promoting diversity. We don't discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Even if it seems you don't meet 100% of our musts - don't let it stop you. We are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.

Please note: Our Talent Acquisition Team is international. We kindly ask you to submit your CV and application in English so that it can be reviewed correctly.

This is a full time, permanent position that's 100% on-site in London, UK. Unfortunately, we are unable to offer sponsorship at this time.

If after reading this job description you believe this is not the best fit for you, we'd encourage you to join our Nivoda Talent Pool so we can keep you in mind as new roles open up.