Job Description:

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.

You should have:

• 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 organisational 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.

Desirable Experience

Experience within one or more of the following would be advantageous:

• Digital signage
• Media or digital content
• Social media/content publishing
• Creative or digital agencies
• High-volume content delivery
• Project or workflow management platforms