Scale-Upp · Fractional operations for UK founders
The operations leader you can't hire yet.
20 years leading customer operations at Redgate, Huddle and SoftBank-backed Improbable. I fix the process, coach your team, and build the tools that keep it working.
Worked with
$18M
ARR at 120% net revenue retention (Improbable)
£50K
recovered with one custom tool (Aldeburgh)
98%
CSAT, up from 75% in 3 months (Huddle)
1 day
from idea to live product (Kinthread)
What people say
"Peter's engaging approach and insightful feedback were instrumental in breaking down silos and bridging gaps within our teams. By the end of the day, we could see a marked improvement in the synergy among colleagues, who were now more aligned and connected than ever."
"This 5-month engagement had Peter mentoring and coaching a number of the team leads and ops managers across the department, whilst also delivering on customer communication strategies and ensuring that business as usual processes were adhered to and refined to become as efficient as possible."
"Honestly the best manager I've had the pleasure of working with. During my time working with Peter, he gently pushed me into management through coaching and training. He also worked with underperforming reports and successfully helped them become valued members of their team. I'd gladly work with Pete again any time of the day."
Two ways I help
Fix how you run
Customer support from zero to one, a clear operating rhythm and coaching. Custom operational tools when off-the-shelf ones do not fit.
Example: Aldeburgh Coastal Cottages, £50K recovered.
See Ops Partner
Launch something new
A standalone V1 product your customers sign up for and pay for. You own the code.
Example: Frank, live in 1.5 days.
See Build
How I work
- 1
Free 30-minute call
- 2
Scoping Day
A full day of deep discovery and straight advice.
- 3
Deep dive and plan
Then a build from £3,000, monthly support from £2,000 a month, or both.
Ways to work together
Recent work
Aldeburgh Coastal Cottages
£50K recovered by making hidden maintenance work visible and billable
£50Krevenue recovered
Two custom tools that made hidden work visible, got it billed, and removed a day of admin a week.
Own product
An AI fitness app, built and launched in about 1.5 days
1.5 daysidea to live
A real product, from idea to live in about a day and a half.
Kinthread
Kinthread: a family voice vault, built in a day
1 dayfrom idea to live
A private place to record the stories of the people you love, in their own voices, with the songs that shaped them.
Treasure Time
Treasure Time: turning a proven parenting programme into software employers buy
1scoping document that ran the whole build
A founder with a proven in-person programme and no software experience, guided from idea to a full V1 platform using a scoping document to run the build.
Octopus Electric Vehicles
Octopus Electric Vehicles: scaling a 100-person customer ops function
100people in the ops team
Coaching and structure for a 100-person customer ops team through rapid growth and a supply crisis.
Made.com
Made.com: facilitation through complex change
1 dayfacilitated session
One day that turned frustrated teams into owners of the fixes.
Mpowa
Mpowa: fractional COO through a pre-seed raise
9 monthsas fractional COO
Nine months as fractional COO: the plan, the pitch deck, and an exec team pulling in one direction.
Pollen Careers
Pollen Careers: proving the product before spending the funding
SEISraised
Pitch and strategy advice for a founder about to raise SEIS funding. She raised it, and Pollen is now a live platform.
Why me
I have built customer operations from zero, including a 40-person global team and $18M ARR at 120% net revenue retention at Improbable. I fix process first and automate second, and now I build the software myself. I have also advised early-stage founders on fundraising narrative and investor positioning.