Customer Operations + Systems Architect job at London Full Time NEW

Location: London, UK (remote)

Compensation: £45,000 – £50,000 + equity

TL;DR: We’re hiring a Customer Operations + Systems Architect to be the operational backbone of our research delivery engine. You’ll ensure every study runs on time, on spec, and at high quality. In doing so, you’ll build scalable systems to drive AI-native transformation.

1/ Who We Are

MakerSights is a modern research partner for enterprise retail brands. We empower creative decision makers through tangible consumer insights by combining traditional research with the latest in Synthetic Research.

Over the past 11 years, we’ve supported 75,000+ new product concept launches and analyzed 23+ million consumer product feedback for the world’s top brands, such as adidas, Ralph Lauren, New Balance, UGG, The North Face, and Reebok. Our deep industry knowledge and executive relationships present an unparalleled opportunity to build modern insight programs with AI-powered research at the core.

We are backed by world-class investors, including Forerunner Ventures, Baseline Ventures, and G2 Venture Partners (which invests exclusively in innovations that battle climate change). This year, we are also on track to hit profitability.

Our Values

• A Bias For Action: Think and act courageously. Once a decision is made, commit yourself and take the first step.
• Continuous Learning: Always question the status quo. Be curious, communicate directly, and embrace change.
• In It For the Long Term: Play the long game regarding partnerships, product, and people.
• It’s All About the People: Cultivate authentic relationships and lead with empathy. Our mission is serious, but our approach is fun.

2/ What You’ll Do

End-to-End Insights Delivery:

• Own a high volume of concurrent projects, from research design and participant recruitment to result analysis and quality assurance — all through agent orchestration harnessed by human expertise.

Systems Architecture and Process Optimization:

• Build and iterate an AI-native operational engine that continuously maximizes our customer impact at an unmatched combination of speed, accuracy, and relevance.

High-Volume Project Management:

• Coordinate deliverable timelines, ownership assignment, and tradeoffs, ensuring successful project delivery within defined scope and deadlines.

Enterprise Account Support:

• Assist Customer Success Managers and Account Directors to monitor account health and inform strategies for product whitespace, utilization, and lifetime value.

Product Feedback & Roadmap Enhancement:

• Work directly with Product, Data Science, and Engineering teams to communicate customer needs to scale internal operations, increase customer lifetime value (LTV), and promote platform engagement.

3/ Who You Are

You thrive in fast-paced, dynamic environments:

• You can juggle multiple workstreams without dropping details. When priorities shift or something breaks last-minute, you respond quickly and pragmatically.

You’re a builder AND doer at heart:

• You love learning new tools and AI capabilities to make things more efficient, scalable, and delightful. But when systems fall short, you are willing to roll up your sleeves to help your customers and teammates.

You collaborate well cross-functionally and asynchronously:

• You know how to read a room, manage expectations, and communicate with nuance. And you can understand and translate across customer needs and technical solutions.

You are high-agency and low-ego:

• No job is ever too small for you. You are genuinely excited about the opportunity to learn fast in an early-stage company where you can have a significant impact on the business.

You are passionate about the retail industry and/or consumer insights:

• You believe in the power of data to drive business impact and want to help the industry embrace modern ways of working.

4/ What We Are Looking For

• 3+ years of experience in consulting, market research, and/or early-stage (~Series A) startup.
• Familiarity with the retail industry — various stakeholders, their needs, and key decisions throughout the product development process.
• Strong organizational skills to manage multiple priorities and contexts in parallel.
• Ability to communicate effectively in a fast-paced, async environment across timezones.
• Understanding of LLM capabilities, limitations, and practical applications for daily operations.

5/ Why Join MakerSights

• Incredibly thoughtful and diverse team, including a London based team
• Opportunity to define your growth paths: you get to work directly with senior leaders in a dynamic, fast-moving environment. No pre-determined structure can limit your scope!
• Unlimited PTO + flexible hours: we trust your outcomes rather than tracking hours.
• $1500 / year professional development stipend: we want to support your long-term career growth with us!
• $200 / month co-working stipend: our team is distributed across the US, Canada, the UK, and Germany, so we want to make sure you have a good local community 🙂
• 3-week sabbatical on your 3rd-year anniversary: take this time off to reset, recharge, and enjoy!
• Up to 10% matched pension contribution
• Bupa Dental and Medical Insurance

6/ Interview Process

• Recruiter interview (20 min)
• Take-home assignment (~ 2 hours)
• Hiring manager interview (30 min)
• Async work trial (feedback + revision on the take-home assignment)
• Team interview (45 min)

As an equal opportunity employer, we prohibit any unlawful discrimination on the basis of race, color, religion, military or veteran status, sex, gender, gender identity or expression, sexual orientation, national origin, age, disability, or genetic information. These are our guiding principles and apply across all aspects of employment. At this time, we are unable to sponsor a work visa for this role.