Content Operations Manager

British Airways Holidays Ltd; Crawley; On-site; GBP 60,000 - 75,000; Full time

Job summary

British Airways Holidays Ltd, part of IAG Loyalty, is seeking a Content Operations Manager in the Holidays division, based at our Crawley office. You will shape content delivery across digital channels, build scalable processes and establish an operational framework to enable Content to act as a strategic partner.

You will collaborate with Product, Engineering, Marketing and Commercial teams to optimise CMS/DAM, drive automation and AI-assisted workflows, and use data to improve delivery,

Qualifications

• Experience in Content Operations or Digital Delivery within a digital, ecommerce or customer-focused organisation.
• Ability to design and improve scalable operational processes.
• Strong understanding of enterprise CMS and DAM platforms.
• Experience coordinating projects in Agile environments, using Jira or similar tools.
• Experience improving operational workflows, governance and cross-functional collaboration.
• Strong stakeholder management to influence Product, Engineering, Marketing and Commercial teams.
• Experience using operational data and reporting to drive continuous improvement.
• Interest in emerging technologies, including AI, and how they can improve content operations.

Responsibilities

• Design and continuously improve end-to-end content production processes for efficient, scalable delivery.
• Build frameworks to improve planning, governance and collaboration across Content teams.
• Own and optimise CMS, DAM platforms, and related content technologies.
• Partner with Product, Engineering and Technology to evolve content workflows across platforms.
• Drive automation and AI-assisted workflows to improve efficiency.
• Use data and KPIs to identify opportunities to improve delivery quality and speed.
• Lead cross-functional projects to enhance stakeholder engagement with Content.
• Manage relationships with tech suppliers and support broader digital transformation.

Skills

Content Operations

Operational Process Design

CMS & DAM

Agile / Jira

Governance & Documentation

Stakeholder Management

Data-driven Improvements

AI Awareness

Tools

Jira

Job description

We’re IAG Loyalty – one organisation with two ambitious, growing divisions across Loyalty and Holidays. Each has its own goals, strategy and team, but together we’re united by a shared vision to create a more rewarding world of travel and experiences.

This role sits within our Holidays division, home to British Airways Holidays and Iberia Vacaciones, where we’re creating seamless, inspiring digital experiences that help millions of customers plan and book their next holiday.

We’re on an exciting journey of growth and transformation – and we’d love you to be part of it.

The opportunity

We’re looking for a Content Operations Manager to help shape the future of content delivery across our digital channels.

This is a fantastic opportunity for someone who loves bringing order to complexity and is excited by building scalable processes, introducing new ways of working and creating the foundations for a high-performing Content function.

You’ll play a key role in transforming how content is planned, created and delivered.

You’ll build the operational framework, optimise our content technologies and create an environment where Content can operate as a strategic partner to the business.

Working closely with Product, Engineering, Marketing, Commercial and Content teams, you’ll champion operational excellence and help us create a future-ready content ecosystem that supports innovation, efficiency and exceptional customer experiences.

What you’ll be doing

• Designing and continuously improving the end-to-end content production process to enable efficient, scalable delivery.
• Building operational frameworks that improve planning, prioritisation, governance and collaboration across the Content function.
• Owning and optimising our Content Management System (CMS), Digital Asset Management (DAM) platform and associated content technologies.
• Partnering with Product, Engineering and Technology teams to evolve content workflows and support future platform development.
• Driving continuous improvement through automation, AI-assisted workflows and smarter ways of working.
• Using operational data and KPIs to identify opportunities to improve delivery, quality and efficiency.
• Leading cross-functional projects that improve how stakeholders engage with the Content team.
• Managing relationships with technology suppliers and supporting wider digital transformation initiatives.
• Championing best practice in content operations, governance and workflow management.

What we need from you

• Experience in Content Operations, Digital Operations, Content Management or Digital Delivery within a digital, ecommerce or customer-focused organisation.
• Experience designing or improving operational processes that enable teams to scale effectively.
• Strong understanding of enterprise Content Management Systems (CMS) and Digital Asset Management (DAM) platforms.
• Experience managing projects and coordinating work within Agile environments, using tools such as Jira or similar workflow and ticket management platforms.
• Experience improving operational workflows, documentation and governance across cross-functional teams.
• Strong stakeholder management skills with the ability to influence Product, Engineering, Marketing and Commercial teams.
• Experience using operational data and reporting to identify opportunities for continuous improvement.
• A passion for simplifying complexity, improving ways of working and delivering operational excellence.
• An interest in emerging technologies, including AI, and how they can improve content operations.

We might not be right for you if…

• You prefer maintaining existing processes rather than designing and improving them.
• You enjoy working independently rather than partnering across multiple teams.
• You’re looking for a role focused purely on content creation rather than operational strategy and transformation.

If you think you have what it takes but don’t meet every single requirement, we’d still love to hear from you.

The Blend

This role is part of our Holidays Division and is based from our Crawley office.

We call our approach to hybrid working The Blend—giving you the flexibility to do your best work while staying connected with your team and the wider business.

You’ll typically spend at least two days a week in the office, with the flexibility to work remotely for the rest of the week.

Diversity and Inclusion

Our vision is to create a more rewarding world of travel and experiences.

Delivering that requires diverse thinking and inclusive leadership.

We are committed to building a workplace where people feel they belong and are valued for their perspective.

Inclusion drives better decisions, stronger performance and more innovative outcomes.

We actively encourage applications from people with different experiences and backgrounds, and are committed to ensuring our recruitment process is fair, inclusive and accessible.

At IAG Loyalty we boast two ambitious and growing divisions in Loyalty and Holidays, and together we create a more rewarding world of travel and experiences.

Through Avios, our global loyalty currency, we help millions of members turn everyday spend into travel, retail and financial service rewards.

And through our Holidays division, including British Airways Holidays and Iberia Vacaciones, we connect customers to thousands of destinations worldwide with seamless, end-to-end travel experiences.

It’s all made possible by our teams, bringing together data, expertise and innovation to power unforgettable journeys and experiences.

And in return? A one-of-a-kind culture where a love of travel connects us all.

A business that’s going places, and careers that are, too.

If that sounds like the kind of place you’d like to be, find out more and join our team!

Together we’re creating a more rewarding world of travel and experiences

This is our vision, it gives us direction in where we’re heading and our values show us how we’ll get there.

Our values outline how we show up when we’re firing on all cylinders.

From our Contact Centre to Madrid and Head Office colleagues, they outline the expectations we have for each other and what it means to work in our Club.