Job Title: Operations Readiness Manager
Location: Hybrid (London) - Tue–Thu onsite, Mon & Fri WFH
Remuneration: £46.15 per hour
Contract Details: Temporary (12 months)
Responsibilities:
* Operational Readiness & Program Delivery - Drive operational readiness for new product launches, ensuring all changes to product behaviour, policies, or support flows are documented and communicated effectively. Align product owners, support teams, and vendor partners on launch requirements, timelines, KPIs, and success criteria. Maintain and update SOPs, workflows, and training materials.
* Vendor & Support Operations Management - Act as the primary operational liaison between the organisation and 3rd party vendor teams, ensuring vendor agents have accurate documentation, training, and escalation paths. Drive SLA performance and track vendor KPIs across global sites, identifying inefficiencies and advocating for process improvements.
* Data, Insights & Stakeholder Reporting - Analyse operational data and ticket trends, synthesising insights into executive-ready reporting. Confidently present updates to senior stakeholders and build dashboards to track readiness metrics and efficiency scoring frameworks.
* Project & Program Management - Manage both long-term product readiness projects and short-term operational fixes, partnering with product support owners to deliver end-to-end operational programs. Coordinate cross-functional teams across global regions and oversee social support operations for smaller product lines.
* Continuous Improvement & Cross Functional Leadership - Proactively spot operational issues and drive solutions before they impact customers. Lead operational reviews, share best practices, and influence global scalability strategies.
Must Have Skills & Experience:
* Strong stakeholder management and confident communication with senior leaders
* Excellent communication skills, able to present complex data simply
* Project/Program Management experience
* Vendor operations management experience
* Strong problem-solving skills and operational judgment
* Ability to interpret data, metrics, SLAs, and KPIs effectively
* Comfortable in fast-paced, ambiguous environments
* Flexible working hours to engage global teams
* Background in support operations or customer-facing workflows
* Experience in tech, banking, travel, or large-scale operational industries
* Familiarity with social support operations is a plus
What Success Looks Like:
✅ Vendors trained and meeting SLAs
✅ Product owners trust you as their operational partner
✅ Smooth launches with early issue escalation
✅ Clear, data-driven updates for executive stakeholders
✅ Documented, scalable, and measurable processes
✅ Supported and aligned cross-functional teams
Join our client in shaping the operational readiness for exciting products! 🚀 Apply now!
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