This is a fantastic opportunity for an experienced people manager who thrives in a fast-paced technology and customer-focused environment.
Reporting into the VP of Operations, you will be responsible for leading a team of Operations Agents, 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
- 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
About You
We're looking for someone who combines strong operational leadership with a passion for service excellence.
Essential Experience
- 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
What We Offer
- Competitive salary
- Hybrid working
- Career development opportunities
- Supportive and collaborative culture
- Opportunity to work with a global hospitality technology business
- Growing organisation with ambitious plans for the future
If you're an experienced operations leader looking for an exciting opportunity within a dynamic hospitality technology company, we'd love to hear from you.
Pay: £35,000.00-£45,000.00 per year
Work Location: Hybrid remote in Newark-on-Trent NG24 2TN
