Operations Manager - Iconic Global Technology Brand
Contract Length: 12 months
Start Date: ASAP
Rate: £51.92 per hour (PAYE)
Working Model: Hybrid – Office-based Tuesday to Thursday; Remote Monday & Friday
About the Role
We are seeking an experienced Operations Manager to drive the delivery and scaling of technology products and internal tools from pilot to full deployment. This role sits at the intersection of business and technology, requiring strong operational leadership, technical understanding, and stakeholder management skills.
You will work closely with Product Managers, Engineers, Sales, Marketing, vendors, and external partners (including news publishers) to improve existing operations and support the commercialisation of new solutions, including AI-driven initiatives and content licensing projects.
Key Responsibilities
Product & Program Delivery
* Own the end-to-end lifecycle of products and internal tools, from planning and design through launch, optimisation, and scale.
* Review and validate Product Requirement Documents (PRDs) to ensure feasibility, scalability, and alignment with business and partner needs.
* Lead program execution by identifying risks, managing dependencies, resolving issues, and escalating where necessary.
* Balance business priorities with technical constraints to deliver sustainable, high-quality solutions.
Stakeholder & Cross-Functional Collaboration
* Act as a key liaison between technical and business stakeholders, including Product, Engineering, Sales, Marketing, Business Solutions, and external vendors.
* Manage stakeholder expectations, requirements, feedback, and escalations with a strong focus on customer and partner advocacy.
* Communicate progress, risks, dependencies, and outcomes clearly to both technical and non-technical audiences.
Technical & Systems Oversight
* Apply systems design principles to support scalable, secure, and user-focused solutions.
* Support technical triage by understanding system dependencies, integrations, and operational constraints.
* Work closely with Product Managers and Engineers to assess trade-offs and alternative approaches to complex problems.
Operations, Data & Continuous Improvement
* Own internal triage processes, escalation calls, and help desk operations, ensuring fast response times and high customer satisfaction.
* Maintain and improve help centre products and operational documentation.
* Use data and analytics to identify trends, inefficiencies, and opportunities for optimisation.
* Drive continuous improvement through automation, process refinement, and clear SOP creation in partnership with Product teams.
Leadership & Results
* Deliver measurable improvements in operational efficiency and customer experience.
* Support roadmap planning by contributing operational insights, implementation learnings, and best practices.
* Ensure high-touch support where required, with minimal escalations and consistently strong outcomes.
Required Skills & Experience
Essential
* 5–10+ years’ experience in operations, technology management, or program management within the tech industry.
* Strong stakeholder management skills across both technical and business teams.
* Proven experience translating operational challenges into scalable technical solutions.
* Data-driven mindset with strong analytical and reporting capabilities.
* Experience managing vendors and third-party partners (vendor operations experience is a strong fit).
* Solid understanding of product development lifecycles and systems design principles.
* Experience owning triage, escalation, and support operations.
Desirable
* Experience working with news publishers, content platforms, or content licensing initiatives.
* Exposure to AI-related projects or emerging technologies.
* SQL or database knowledge for trend analysis and optimisation (nice to have, not essential).
* Experience working with large global vendors (e.g., Cognisant or similar).