Operations Manager

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