Operations Manager
Newark, Full Time, Permanent
Up to circa £45,000
Our Newark based, award-winning Client is looking to appoint an Operations Manager. This is a fantastic opportunity for an experienced people manager who thrives in a fast‑paced technology and customer‑focused environment.
Reporting into the Director of Operations, you will be responsible for leading a team of operational specialists, ensuring the smooth delivery of services, maintaining high quality standards and driving process improvements that enhance both customer experience and operational efficiency.
You will work closely with teams across Product, Technology, Commercial, Finance and Customer Success, acting as a key operational leader within the organisation.
Key Responsibilities
Leadership & Team Development
- Lead, motivate and develop a high-performing Operations team
- Manage workloads, priorities and resource allocation to ensure service levels are achieved
- Conduct regular one-to-one meetings, coaching and performance reviews
- Support employee development, training and succession planning
Operational Excellence
- Oversee day-to-day operational activities across the business
- Ensure services are delivered accurately, efficiently and in line with agreed standards
- Monitor team performance and quality metrics
- Develop and maintain operational processes, procedures and best practices
Process Improvement & Performance
- Monitor KPIs, service levels and operational performance metrics
- Analyse trends and identify opportunities for improvement
- Lead initiatives to streamline workflows and improve efficiency
- Support automation and system enhancement projects
Systems & Technology
- Work closely with Product and Technology teams to support system developments and enhancements
- Act as a key operational stakeholder for business-critical platforms and processes
- Support testing, implementation and rollout of new systems and functionality
- Manage escalations relating to operational or technical issues
Stakeholder & Customer Management
- Build strong relationships with internal and external stakeholders
- Act as a senior escalation point for operational issues
- Support customer-facing discussions where operational expertise is required
The Candidate
The ideal Operations Manager will combine strong operational leadership with a passion for service excellence. The following experience, knowledge and skills would be advantageous:
- Previous experience in an Operations Manager, Service Delivery Manager, Customer Operations Manager or similar leadership role
- Proven ability to improve processes and drive operational performance
- Experience working with business systems and technology platforms
Desirable
- Experience within hospitality, travel technology, SaaS, reservations, distribution or related industries
- Experience working with operational KPIs and service level management
Personal Attributes
- Strong leadership and coaching skills
- Highly organised with excellent attention to detail
- Comfortable managing multiple priorities
- Solutions-focused mindset
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