Business Operations Manager
hace 21 horas
City of London
Job Title: Business Operations Manager Salary: £50,000 + £10,000 bonus Reports to: Managing Director Location: W4 5PY, West London (hybrid up to 2 days per week after probation) Contract Type: Full-time, Permanent About Us We are a leading publisher of video-based training resources and eLearning for the social care sector. With a growing team in West London, we are expanding rapidly, launching new products and having recently introduced a new eLearning portal. This is an exciting opportunity for an experienced Business Operations Manager to take central responsibility for the smooth running of the business. Purpose of the Role To oversee the day-to-day operations of the company, ensuring seamless service delivery, effective use of systems, and high-quality support across all departments. The role combines hands-on operational management with strategic enablement of sales, marketing, customer service, and product teams. Key Responsibilities 1. Systems & Infrastructure • Manage the company LMS (support team, sales enablement, marketing enablement, data maintenance)., • Oversee key 3rd-party platforms: CRM (HubSpot), accounting (Xero), Microsoft 365, domain and email hosting, payment gateways (PayPal, WorldPay, Stripe), Retool, delivery services, video hosting platforms, and other website accounts., • Manage IT setup and support (with external IT provider)., • Ensure GDPR, data protection, and compliance across systems. 2. Data & Reporting • Own and maintain company data lists., • Partner with sales and marketing to ensure data accuracy and accessibility., • Use SQL, Retool, Zapier, APIs, webhooks and JavaScript for reporting, automation, and building MVP solutions., • Work with the MD to set KPIs/OKRs and track business performance. 3. Team & Operations Leadership • Manage the Customer Service team to deliver excellent client support., • Manage Sales Operations, set targets, and report on performance., • Supervise freelance consultants, developers, and designers., • Step in for the MD to manage office operations when required. 4. Finance & Compliance • Support the company budgeting process, ensure accountability., • Maintain oversight of insurance cover, postal services, telephone, and other operational logistics., • Ensure Health & Safety, GDPR, and other legal compliance requirements are met., • Maintain manuals and develop clear operational and procedural documentation. 5. Product • Manage development of LMS platform improvements, • Support bug fixing and issue escalation with technical expertise, • Act as a point of escalation for key clients, • Develop off product solutions for clients and internal use, • Develop product roadmap and ensure delivery in line with business goals Experience Required (Essential) • Managing a range of 3rd-party hosted websites and services., • IT management (with external IT support)., • Leading and managing teams., • Delivering services in a customer-focused organisation., • Budgeting and financial accountability., • Managing multiple concurrent projects., • SQL for reporting and automation. Experience Preferred (Nice-to-Have) • Managing a hosted software system (e.g., LMS)., • Experience managing software development projects and familiarity with development cycles., • Understanding of APIs/webhooks and ability to use them for automation and reporting., • CRM management (ideally HubSpot: workflows, data pipelines, ticketing)., • Experience supporting SaaS products in a dynamic environment while maintaining customer retention., • Aircall + HubSpot ticketing., • Reporting and KPI/OKR setting across multiple business units., • Experience using Retool and/or Zapier to build automation and reporting systems. Skills & Attributes • Strong communicator, comfortable engaging with stakeholders at all levels., • Fluent spoken and written English., • Proactive, takes initiative, and supports team collaboration., • Able to juggle competing priorities in a fast-paced environment., • Efficient, organised, and detail-oriented record-keeper., • Excellent problem-solving skills and ability to think strategically and operationally., • Skilled in Microsoft Word, Excel, Outlook, SharePoint, CRM systems, and cloud accounting tools. Requirements • Bachelor’s degree or equivalent (preferred)., • Right to live and work in the UK; UK residency required., • Ability to commute to West London (role is office-based with hybrid potential). Schedule • Monday to Friday, • 9:00am – 5:30pm Benefits • Comprehensive induction and commitment to ongoing learning and development, • Contributory pension scheme, • Relaxed work environment, • Regular staff social activities, • Sick pay, • Potential for 1-2 days hybrid working per week after completing probationary period. Work Location: W4 5PY (potential for hybrid working up to 2 days a week after probationary period) Please do not apply if unable to commute to West London.