Operations Manager

Higher Ed Partners; St Albans; On-site; GBP 55,000 - 65,000; Full time

Job summary

Higher Education Partners is seeking an Operations Manager to turn ideas into structured, measurable delivery across our contact centre and commercial initiatives. You will own end-to-end delivery, coordinate cross-functional teams, and ensure campaigns and pricing changes are ready for launch.

The role focuses on planning, execution, and post-launch review, with a strong emphasis on data-driven improvements and stakeholder collaboration to drive performance.

Qualifications

• Experience turning ideas into structured, measurable delivery.
• Strong project management with end-to-end responsibility.
• Analytical mindset with ability to interpret data and drive actions.

Responsibilities

• Own the operational planning and delivery of key Contact Centre and commercial initiatives.
• Project manage initiatives from planning through to launch and post-launch review.
• Ensure campaigns, promotions, pricing changes and new initiatives are fully operationally ready before launch.
• Coordinate processes, scripts, training, systems, website content and communications across multiple teams.
• Manage timelines, dependencies, risks, actions and change control.
• Work with senior leaders and cross-functional teams to keep delivery on track.
• Ensure campaign and pricing changes happen on schedule.
• Develop and maintain clear operational processes and ownership.
• Build reporting and measurement to assess impact of initiatives.
• Monitor SLAs and resolution times, driving issues to resolution.
• Use data to identify opportunities to improve performance and efficiency.

Skills

Operational planning

Project management

Data analysis

Reporting

Stakeholder management

Cross-functional

Job description

Are you the person who makes things happen?

We’re looking for an Operations Manager who thrives on turning ideas and initiatives into well-organised, measurable and successful operational delivery.

At Higher Education Partners (HEP UK) , we’re growing, evolving and constantly looking for better ways to support our students, university partners and commercial teams.

This is a key role at the heart of that activity.

You’ll work across the business to take agreed Contact Centre and commercial initiatives from idea through to launch and beyond — making sure the processes, people, systems, data, communications and reporting are all ready to go.

You’ll be the person asking:

What needs to happen? Who owns it? What could go wrong? Is everyone ready? And are we measuring the impact?

If you’re highly organised, commercially minded, analytical and love bringing structure to complex projects, we’d love to hear from you.

What you'll be doing

• Own the operational planning and delivery of key Contact Centre and commercial initiatives
• Project manage initiatives from planning and implementation through to launch and post-launch review
• Make sure campaigns, promotions, pricing changes and new initiatives are f ully operationally ready before launch
• Coordinate processes, scripts, training, systems, website content and communications across multiple teams
• Manage timelines, dependencies, risks, actions and change control
• Work closely with senior leaders and functional teams to keep delivery on track
• Ensure campaign, promotion and pricing changes happen exactly when they should
• Build and maintain clear operational processes, workflows and ownership arrangements
• Develop reporting and measurement to understand whether initiatives are delivering the intended impact
• Monitor operational SLAs and resolution times, identifying issues and driving them through to resolution
• Use data to identify opportunities to improve operational performance, accuracy and efficiency