Operations Manager

London Source: WhatJobs

£50,000–£55,000

Operations Manager

Location: North London, Office-based

Salary: £50,000 – £55,000

Hours: Full-time, 40 hours per week

The Role

We are looking for an experienced Content Operations Manager to lead and develop a busy, high-volume content operations function. You will oversee four key areas: Content Deployment, Customer Success, Design and Content Project Coordination, ensuring the teams work effectively together and consistently deliver a high-quality service to clients.

This is a hands-on operational leadership role. You will be responsible for improving processes, managing team performance, overseeing workloads and ensuring content is delivered accurately and on time. The business operates in a fast-paced environment where client content and campaigns can change daily, so the ability to manage competing priorities, solve problems quickly and maintain high standards is essential.

Key Responsibilities

Lead and manage four teams across Content Deployment, Customer Success, Design and Content Projects.
Take ownership of the overall content operations process and continuously improve how the function operates.
Manage day-to-day workflow through a live ticketing/service desk system.
Ensure content is delivered accurately, on time and to agreed service levels.
Monitor key performance measures including delivery times, accuracy, client satisfaction and team capacity.
Identify operational risks and resolve issues before they impact clients.
Manage workloads and resource allocation across the different teams.
Develop processes, standards and ways of working that improve efficiency and quality.
Build a positive, accountable and high-performing team culture.
Recruit, onboard, train and develop team members.
Act as a senior point of contact for clients, managing escalations and resolving issues professionally.
Work closely with senior leadership and other departments to improve service delivery and identify opportunities to develop client accounts.
Provide regular reporting on team performance, workload, capacity and operational risks.

About You

We are looking for someone with a strong background in content operations, content delivery, publishing, service desk or another high-volume operational environment.

8+ years' relevant experience, including at least 4 years managing teams.
Experience managing a high-volume operation where accuracy and deadlines are critical.
A proven track record of improving processes and making operations more efficient.
Experience working with ticketing, workflow or service management systems.
Strong experience managing and developing teams.
Experience working with creative, design or content teams.
Confidence managing client relationships and handling escalations.
Excellent organizational and time-management skills.
The ability to manage multiple priorities in a fast-moving environment.
Strong communication and interpersonal skills.
A practical, solutions-focused approach and the ability to take ownership.