Operational Manager
Surrey Based
A fast-growing digital agency with teams in the UK and US is seeking an Operational Manager to lead and scale a high-performing chat team.

This is a pivotal leadership role focused on driving growth, operational excellence, and team culture.
The successful candidate will report directly to the CEO and play a key role in managing performance, maintaining a healthy Cost-to-Revenue (CTR) ratio, and ensuring smooth communication across teams.

This is a hands-on role for someone who thrives in fast-paced, high-stakes environments and is ready to take ownership of both strategy and execution.
Key Responsibilities

• Leadership & Team Management




• Provide clear direction and accountability across the team


• Conduct one-on-one meetings, manage progression, and handle disciplinary matters




• Operational Strategy & Performance




• Drive sustainable growth through effective planning and forecasting


• Maintain a CTR ratio of <20%




• Data & Reporting




• Deliver timely, actionable reporting and analysis to the CEO


• Use data to inform strategy and troubleshoot performance issues




• Process & Systems




• Write and refine SOPs to improve efficiency and consistency


• Optimise new and existing systems




• Communication & Morale




• Foster a culture of accountability and high morale


• Ensure transparent communication across teams and leadership




• Recruitment




• Own the hiring process, including writing job descriptions for new team members

Skills & Experience

• Proven experience in team leadership and management (agency/startup preferred)


• Strong understanding of data and analytics for operational decision-making


• Confident in troubleshooting and solving performance challenges


• Experience with forecasting, planning, and budget management


• Excellent written and verbal communication skills


• Highly organised and capable of managing multiple priorities


• Demonstrated ability to write effective SOPs


• Experience with recruitment and job spec creation is a plus

Benefits

• 28 days paid leave (including public holidays)


• Gym membership with spa and sauna


• Regular team events and trips


• WFH flexibility and personal development budget


• Pension scheme


• All necessary hardware and software provided