Operations Manager (AI/BPO)

Socialbear®; Greater London; Hybrid; GBP 50,000 - 60,000; Full time

Benefits offered by this job

Free wellness events

Apple MacBook

Team socials

Monthly progression opportunities

Fantastic Canary Wharf office

Job summary

Socialbear is seeking an experienced Operations Manager (Tech/AI) to drive efficiency, profitability, and AI adoption across our Customer Support and Community Management services. You will own operational performance, workforce planning, and cost control while scaling our UK and international teams.

You will collaborate with the Business Director and Senior Leadership to implement the company’s AI Platform and deliver AI-powered solutions alongside human-led services.

Qualifications

• Proven experience managing operations within Customer Support, Social Media, Technology or Managed Services.
• Strong commercial understanding, including P&L and cost control.
• Experience with distributed teams and workforce planning.
• Hands-on in implementing AI, automation or tech-led improvements.

Responsibilities

• Oversee profitability and performance across client accounts.
• Manage client-level P&L, budgets and cost control.
• Review software licenses and third‑party costs.
• Forecast workforce needs and optimise utilization across UK and international teams.
• Lead the operational implementation of Socialbear's AI Platform across client accounts.
• Develop dashboards and reporting tools to monitor workforce efficiency and KPIs.
• Support client onboarding, mobilisation, training and service launches.
• Identify operational risks and recommend improvements to service quality and profitability.

Skills

Operations management

Customer Support

Social Media

Technology

Managed Services

Tools

Zendesk

Freshdesk

Intercom

Ringover

Job description

Hybrid Working: 3 days in the office (Monday, Wednesday and Thursday), 2 days working from home.

Experience: Proven experience managing operations within Customer Support, Social Media, Technology or Managed Services.

Perks: Free wellness events, Apple MacBook, team socials, monthly progression opportunities and a fantastic Canary Wharf office.

About the Role

Location: Canary Wharf, London

Hybrid Working: 3 days in the office (Monday, Wednesday and Thursday), 2 days working from home.

Salary: £50,000 - £60,000 depending on experience.

Experience: Proven experience managing operations within Customer Support, Social Media, Technology or Managed Services.

Perks: Free wellness events, Apple MacBook, team socials, monthly progression opportunities and a fantastic Canary Wharf office.

Socialbear is looking for an experienced Operations Manager (Tech/AI) to drive operational efficiency, profitability and AI implementation across our growing Customer Support and Community Management business.

You will take ownership of operational performance, workforce management, resource optimisation and cost control, ensuring efficient and scalable service delivery across our UK and international teams.

The role combines hands‑on operational leadership with commercial management and technology implementation, working closely with Socialbear's Business Director, Group Account Director and Senior Leadership teams.

You will also play a key role in implementing Socialbear's own AI Platform, helping clients adopt AI-powered solutions alongside our human-led services.

Roles & Responsibilities

Operational & Financial Management

• Oversee operational performance and profitability across Socialbear's client accounts.
• Manage client-level P&L, gross margins, operational budgets and cost control.
• Identify opportunities to improve profitability and reduce unnecessary expenditure.
• Review software licences, subscriptions and third‑party platform costs.
• Support wider business operations, including financial reporting, invoicing, contractual requirements and commercial processes.

Workforce & Resource Management

• Oversee workforce planning, resource allocation and operational efficiency across UK and international teams.
• Review agent schedules, staffing ratios, utilisation and productivity across client accounts.
• Identify opportunities to optimise shared resources, shift coverage and workforce costs.
• Work closely with Account Managers and Team Leaders to improve team capacity and operational performance.
• Develop dashboards and reporting tools to monitor workforce efficiency and operational KPIs.

AI & Technology Implementation

• Lead the operational implementation of Socialbear's AI Platform across client accounts.
• Deliver client demonstrations, platform configuration and onboarding support.
• Identify opportunities to introduce AI, automation and technology to improve efficiency.
• Automate reporting, operational workflows and manual administrative processes.
• Work closely with internal teams to develop scalable AI‑powered Customer Support and Community Management solutions.

Client Management & Commercial Support

• Work closely with Account Management teams to ensure efficient, high-quality client service delivery.
• Monitor and improve operational KPIs, including SLAs, quality assurance, handling times and resolution rates.
• Support client onboarding, mobilisation, training and service launches.
• Attend client meetings, operational reviews and AI Platform demonstrations.
• Support new business pitches, presentations and commercial discussions.
• Identify operational risks and recommend improvements to service quality, efficiency and profitability.

Operational Improvement

• Review and improve internal processes, workflows and operational systems.
• Standardise client onboarding, training and reporting to improve scalability.
• Improve productivity and quality standards across Customer Support and Community Management teams.
• Work closely with Senior Management to identify opportunities for operational efficiency and business growth.
• Support the development of scalable operational structures as Socialbear expands.

About You

• Proven experience managing operations within Customer Support, Social Media, BPO or Managed Services.
• Strong commercial understanding, including P&L management, gross margins, financial reporting and cost control.
• Experience managing distributed teams, workforce planning, resource allocation and productivity.
• Hands‑on experience implementing AI, automation or technology‑led operational improvements.
• Strong understanding of SLAs, KPIs, quality assurance and service delivery performance.
• Excellent analytical skills, with experience using Excel, Google Sheets or BI reporting tools.
• Confidence managing client relationships, presenting solutions and supporting commercial discussions.
• Experience with Zendesk, Freshdesk, Intercom, Ringover or similar platforms is desirable.
• Experience with commercial contracts, SLAs, HR processes and operational compliance is advantageous.
• Excellent leadership, communication and organisational skills.
• Comfortable working in a fast‑paced, growing business and taking ownership of operational improvements.

Why Socialbear?

Join a growing AI technology company combining human expertise with AI‑powered Customer Support and Community Management. You'll play a key role in improving operational efficiency, implementing innovative AI solutions and helping scale services for some of the world's leading brands.

This is an opportunity to make a genuine impact on how Socialbear operates, working closely with Senior Leadership to shape the future of our AI + Human service delivery.