Operations Manager

Higher Ed Partners; St Albans; On-site; GBP 44,000 - 50,000; Full time

Benefits offered by this job

Pension

Health & wellbeing programme

Free flu vaccinations

Employee discounts

Employee referral scheme

Sick pay

On-site parking

Job summary

Higher Education Partners (HEP UK) is seeking an Operations Manager to turn ideas into measurable, well-delivered initiatives across Contact Centre and commercial teams. You’ll own planning, drive delivery from planning through post-launch review, and ensure campaigns and pricing changes are fully ready before launch.

Responsibilities include coordinating processes, training, systems, and communications; managing timelines and risks; and using data to drive improvements and automation

Qualifications

• Proven experience managing operational projects or initiatives in a commercial, Contact Centre or similarly fast-paced environment.
• Strong project management skills with experience managing multiple stakeholders, deadlines, dependencies and risks
• Excellent analytical skills and the ability to turn data into clear actions
• Advanced Microsoft Office skills, particularly Excel and data analysis
• Strong process design and continuous improvement experience
• Excellent communication and stakeholder management skills
• Exceptional organisation and attention to detail
• A strong understanding of change control and operational readiness
• The confidence to challenge, elevate and keep things moving when delivery gets off track.

Responsibilities

• 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 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 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
• Identify opportunities for automation and smarter ways of working
• Lead effective post-implementation reviews and ensure initiatives are properly closed and embedded

Skills

Project management

Analytical skills

Excel

Data analysis

Stakeholder management

Organisation

Change control

Operational readiness

Communication

Problem solving

Tools

CRM

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
• Identify opportunities for automation and smarter ways of working
• Lead effective post-implementation reviews and ensure initiatives are properly closed and embedded

What we're looking for

We're looking for someone who can bring structure, pace and accountability to a fast-moving environment.

You'll have:

• Proven experience managing operational projects or initiatives in a commercial, Contact Centre or similarly fast-paced environment
• Strong project management skills, with experience managing multiple stakeholders, deadlines, dependencies and risks
• Excellent analytical skills and the ability to turn data into clear actions
• Advanced Microsoft Office skills, particularly Excel and data analysis
• Strong process design and continuous improvement experience
• Excellent communication and stakeholder management skills
• Exceptional organisation and attention to detail
• A strong understanding of change control and operational readiness
• The confidence to challenge, elevate and keep things moving when delivery gets off track

It would be great if you also have:

• Experience within Higher Education, EdTech or OPM
• Experience working with CRM, digital communications or operational technology projects

What you'll get

£44,000 – £50,000 DOE
Office based – St Albans
6% employer pension contribution
Health & wellbeing programme
Free flu vaccinations
Employee discounts
Employee referral scheme
Sick pay
On-site parking

Why HEP UK?

You'll be joining a growing Higher Education business where t hings move quickly and your work will genuinely make a difference .

This is an opportunity to work across teams, influence how we operate and play a key role in making sure our biggest initiatives are delivered properly — on time, on track and with measurable impact.

If you're a natural organiser, problem-solver and project driver who enjoys getting stuck in and making things happen, we want to hear from you.

HEP UK is committed to diversity and inclusivity.

Demonstrable experience managing operational projects or initiatives in a fast paced commercial or Contact Centre environment. Advanced Microsoft Office skills, with strength in Excel and data analysis. Strong project management capability