Operations Manager

Job Description

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

The role of the Operations Manager will include:

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
• Foster a positive, collaborative and customer-focused culture

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
• Drive consistency, accountability and continuous improvement across the department

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
• Produce regular management reports and operational insights

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
• Ensure an exceptional level of service is delivered across all interactions

The Candidate

The ideal Operations Manager will 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
• Experience leading and developing teams
• Strong stakeholder management and communication skills
• Proven ability to improve processes and drive operational performance
• Experience working with business systems and technology platforms
• Strong analytical and problem-solving skills
• Experience working within a customer-focused environment

Desirable

• Experience within hospitality, travel technology, SaaS, reservations, distribution or related industries
• Experience working with operational KPIs and service level management
• Knowledge of hotel distribution, reservations or hospitality technology

Personal Attributes

• Positive and proactive approach
• Strong leadership and coaching skills
• Highly organised with excellent attention to detail
• Comfortable managing multiple priorities
• Solutions-focused mindset
• Collaborative team player
• Adaptable and resilient in a fast-changing environment

Thank you for your interest in this vacancy and good luck with your application.

If you have not heard from a member of the Future Prospects team within 7 days from your application, please assume that your application has not been successful on this occasion. Unfortunately, due to the high volume of applications we receive, we are unable to provide individual feedback

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