Operations Director
SKILLS
FULL DESCRIPTION
The Role:
The Operations Director will be a core member of the Senior Leadership Team, accountable for the end-to-end delivery, support, and operational performance of the business. This role is weighted more towards implementation, service delivery, customer support, and operational effectiveness than pure software development management.
What we need from you:
Strategy & Operations – you will report directly to the Managing Director, define and continuously improve operational strategy with a focus on efficiency, quality, productivity, and scalability. You will own operational planning, capacity management, budgeting, and drive delivery consistency and provide a quality service.
You will evaluate internal processes and customer journeys, identifying improvements to increase customer satisfaction and retention. You will review existing challenges and forecast projected challenges, developing strategies to mitigate business impact and continuously monitor performance.
People & Department Leadership – you will lead and develop team leaders and managers, embed a culture of quality, accountability, and continuous improvement and leverage AI tools across service delivery, reporting, and productivity. You will act as a point of escalation where necessary, setting clear metrics and ensuring retention, renewal and growth, while driving significant revenue generating activity.
Information Security – you will have Executive oversight of operational information and security controls (subject to confirmation).
What we need from you:
- 6+ years experience within a similar role, with evidence of operational delivery
- 3+ years of industry experience
- Senior operations leadership experience in SaaS, EdTech, or managed services
- Strong background in delivery, implementation, or support-led environments
- Experience using data and AI-enabled tools to improve operations
- Strategic, logical, and commercially minded
- Experience managing and coaching technical and non-technical teams, with the ability to communicate and influence stakeholders