Job Description

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

30 min screening call with the Talent Team

45 min interview with our Co-founder & CTO

Take Home Task (details shared during process)

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