Operations Manager/Director Job Description
Job Title: Operations Manager / Director
Based At: EMSL, Primarily Remote / Hertfordshire
Reports To: Managing Director
Are you eager to partner closely with the Owner/MD, playing a pivotal role in evolving our agency from its current scale to a significant player in the website and software development market?
Do you excel in nurturing client relationships and creating and leading teams to deliver exceptional digital projects?
Are you looking for a role where you can directly influence the success and direction of a growing agency, implementing innovative operational strategies?
Job Summary
The Operations Manager / Director is a very senior role in the agency, providing strategic leadership and taking direct accountability for the smooth running of the business operations and quality of its output.
Working very closely with the Managing Director, the Operations Director will make important and wide-ranging contributions to the business strategy as the agency reinvents itself to focus exclusively on creating websites and software.
Using a high level of expertise and experience, the Operations Director will lead an initially very small but fast-growing remote team of primarily UK based website designers and developers, overseeing the entire delivery function of the business. They will be running the project management & production functions of the agency, with a focus on ensuring successful delivery of all client projects.
Working with authority and professionalism, they will have genuine ambition to upskill and to grow the team quickly, as part of a wider business strategy for growth. There will be a strong focus on continually developing and improving the team itself, the project processes and the working practices of the company in line with agreed business goals.
Although this is a non-technical role, a good understanding of how websites and web applications are designed, structured and coded including a strong grasp of user experience and interface is important.
With an overall responsibility for the agency’s output and deliverables, they will be accountable for the project management and quality control functions of the business, including strategic direction of those disciplines. They will not be reluctant to get stuck in at a tactical level, particularly in the early days, and will also offer support to the Managing Director in pitching and proposal work.
The Operations Director will be the linchpin between our clients and our technical team, responsible for client liaison and overseeing the delivery of high-quality service and solutions. They should expect to be involved in key management decisions, sharing knowledge and be totally comfortable owning the entire production process, as the heartbeat of the agency.
Key Responsibilities:
- Team Leadership: Foster a collaborative team environment that encourages innovation, creativity, and excellence. Lead, motivate, and develop the team to ensure they have the skills and support needed to meet project and client needs effectively.
- Process Improvement: Continually assess and improve internal processes to enhance efficiency and service quality.
- Strategic Planning: Contribute to the strategic planning of the agency, identifying opportunities for growth and operational improvements.
- Client Communication: Serve as the first point of contact for clients, maintaining regular communication, answering calls and emails promptly, creating short and concise monthly report emails, and ensuring all client queries are addressed with a high level of professionalism.
- Project and Operations Management: Schedule and prioritise work through daily team meetings, manage the renewal of hosting and domain names, and oversee the scheduling of maintenance tasks.
- Budget and Time Management: Manage budgets and track time against monthly or project-specific projections to ensure financial and operational efficiency.
- Quality Control: Conduct final Quality Control checks on all fixes and changes to guarantee the highest standard of work delivered to clients.
- Website and Content Management: Manage routine website content updates and ensure all client requests are executed accurately and in a timely manner.
- Issue Resolution: Understand client issues, create and manage tickets on Jira, and collaborate with the internal team to drive issues to resolution before communicating next steps to clients. Create quick Loom video screen recordings to assist colleagues and clients when required.
- Business Development Support: Initiate discussions about new projects with clients and transition these opportunities to colleagues for further action.
Skills & Qualifications:
- A bachelor’s degree in Business, Management, Computer Science or other appropriate field.
- Strong leadership skills and the ability to motivate and inspire teams.
- Excellent communication skills, both written and verbal.
- Strong problem-solving skills and attention to detail.
- Experience using project management tools, including Jira.
- Ability to manage multiple projects simultaneously and meet tight deadlines.
- Solid understanding of web and software development technologies, tools, and processes.
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