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Operations Manager
Job description
Operational Manager
Surrey Based
A fast-growing digital agency with teams in the UK and US is seeking an Operational Manager to lead and scale a high-performing chat team. This is a pivotal leadership role focused on driving growth, operational excellence, and team culture.
The successful candidate will report directly to the CEO and play a key role in managing performance, maintaining a healthy Cost-to-Revenue (CTR) ratio, and ensuring smooth communication across teams. This is a hands-on role for someone who thrives in fast-paced, high-stakes environments and is ready to take ownership of both strategy and execution.
Key Responsibilities
- Leadership & Team Management
- Provide clear direction and accountability across the team
- Conduct one-on-one meetings, manage progression, and handle disciplinary matters
- Operational Strategy & Performance
- Drive sustainable growth through effective planning and forecasting
- Maintain a CTR ratio of <20%
- Data & Reporting
- Deliver timely, actionable reporting and analysis to the CEO
- Use data to inform strategy and troubleshoot performance issues
- Process & Systems
- Write and refine SOPs to improve efficiency and consistency
- Optimise new and existing systems
- Communication & Morale
- Foster a culture of accountability and high morale
- Ensure transparent communication across teams and leadership
- Recruitment
- Own the hiring process, including writing job descriptions for new team members
Skills & Experience
- Proven experience in team leadership and management (agency/startup preferred)
- Strong understanding of data and analytics for operational decision-making
- Confident in troubleshooting and solving performance challenges
- Experience with forecasting, planning, and budget management
- Excellent written and verbal communication skills
- Highly organised and capable of managing multiple priorities
- Demonstrated ability to write effective SOPs
- Experience with recruitment and job spec creation is a plus
Benefits
- 28 days paid leave (including public holidays)
- Gym membership with spa and sauna
- Regular team events and trips
- WFH flexibility and personal development budget
- Pension scheme
- All necessary hardware and software provided
