MVNO Operations Lead

About The Role

We’re on an exciting journey as we launch and grow our MVNO (Mobile Virtual Network Operator) proposition and we’re looking for someone brilliant to lead the way.

As our MVNO Operations Lead, you’ll take ownership of the end‑to‑end operational delivery of our mobile services. You’ll make sure everything runs smoothly, from launch through to scale, driving great customer experiences and operational excellence at every step.

Working closely with our Tech, Commercial, Customer service teams and external network partners, you’ll build and run the operational foundations that will help us deliver a mobile experience our customers love.

Our people are our superpower, and we’re unstoppable when we’re together! We want your ideas to flow, and what better way to make that happen than being based onsite, 5 days a week, where our culture fuels creativity, collaboration and growth. If a £1 bet in the pub between two friends can become the UKs most trusted electrical retailer, imagine what else can be achieved when we’re together

Here's What You Can Expect To Be Doing

Operational Leadership

• Oversee day‑to‑day MVNO operations including provisioning, billing, SIM logistics, and service assurance.
• Work with internal teams to quickly understand and resolve operational issues.
• Build strong relationships with network providers, platform vendors, and key third‑party partners.
• Make sure we’re compliant with all relevant industry standards and regulations (such as Ofcom and GDPR).

Programme Delivery

• Own the operational workstreams for the MVNO launch and ongoing improvements.
• Partner with product, IT and commercial teams to deliver on time and to plan.
• Set and track SLAs, KPIs, and operational performance metrics.

Customer Experience & Support

• Support our customer service teams so they can deliver great experiences for MVNO customers.
• Put processes in place to manage escalations, resolve issues, and maintain service continuity.
• Look for opportunities to improve customer satisfaction and streamline operations.

Commercial & Financial Oversight

• Support commercial teams with pricing, margin analysis, and cost optimisation.
• Manage operational budgets and vendor contracts.
• Provide clear, regular reporting and insights to senior stakeholders.

Risk & Compliance

• Maintain strong risk management across MVNO operations.
• Own business continuity and disaster recovery planning for the MVNO environment.
• Stay across telecom regulations to ensure we remain fully compliant.

A Few Things About You

• Experience in MVNO or telecom operations, ideally within a consumer‑facing environment.
• Strong understanding of mobile network infrastructure, provisioning, and billing systems.
• Confident in managing third‑party vendors and network partners.
• Excellent project management skills and a collaborative approach.
• Analytical, curious, and always looking for ways to improve.
• Knowledge of regulatory frameworks such as Ofcom and GDPR is a bonus.

A Bit About Us

We’re big on appliances and electricals, REALLY big. Washing machines, fridge freezers and TVs? They’re our bread and butter. Mobiles, Airwraps and Ring doorbells? Yep, those too. If it plugs in, powers up or makes life easier, AO probably has it.

But we’re more than that… For over 25 years, trust has been at the heart of everything we do, helping us become the UK’s most trusted electrical retailer. Our customers rate us 4.9 on Trustpilot from nearly ONE MILLION reviews and more 5-star ratings than any other UK electrical retailer, because they know they can rely on us and it’s the exact same for our AOers too.

We truly believe it’s more than just a job, we genuinely care about each other and our impact on making our customers lives easier, by helping them brilliantly. Everyone here knows how their role makes a difference. Our people are our superpower, so, when it comes to finding new AOers, we know it’s about more than just a CV, it’s about what makes you, YOU.

Our Benefits

Our benefits are designed to cover the moments that matter. From health and wellness to giving back - you’ll be rewarded inside and outside of work.

• Holidays; 25 days, plus bank holidays (increasing to 27 days after 2 years with us!)
• Flexible benefits; Including 9% employer pension contribution, car allowance and private healthcare
• Opportunity to participate in the AO incentive programme
• Be a VIP at the AO Arena; we have loads of opportunities to win free tickets and pre-sale access!
• Health & wellbeing; discounted gym membership, an onsite spa and our Help @ Hand scheme giving you access to virtual GP’s, Mental Health support and much more.
• Discounts; exclusive discounts across our product range.
• Family leave; Enhanced Maternity, Paternity and Adoption leave.
• Making a difference; 2 fully paid days a year to donate your time to any charity of your choice.
• On site perks; start your day with free on site parking, grabbing a complimentary breakfast and a coffee at our subsidised in house coffee shop!

To see all our benefits and perks, visit our AO Benefits page.