Operations Scalability Manager (12 Months)

NatWest Group; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services provider in Manchester is seeking an Operations Scalability Manager to provide strategic leadership in building scalable processes and systems. The successful candidate will lead a team to optimise tools, maintain knowledge bases, and ensure operational efficiency. This role offers the opportunity to contribute significantly to business growth while working in an innovative and inclusive environment. Remote-first working arrangements are available.

Qualifications

• Strong experience leading high-performing technical teams.
• Expertise in maintaining operational knowledge bases.
• Proven ability to design and optimise chatbot solutions.

Responsibilities

• Lead the team to build scalable processes and systems.
• Own the knowledge strategy and maintain the Knowledge Hub.
• Optimise tools for scalability and support multi-client delivery.

Skills

Leadership

Technical team development

Process mapping

Conversational AI/chatbot solutions

Attention to detail

Tools

Zendesk

Intercom

Interable

Job description

Join us as a Operations Scalability Manager

• This is an opportunity for a driven Operations Scalability Manager to provide strategic leadership to ensure Boxed Operations can grow efficiently and sustainably while supporting multiple clients and products
• You’ll be joining an innovative and inclusive culture where you’ll have access to fantastic development opportunities
• This role is available for a period of 12 months

What you'll do

You’ll lead a team to build and embed scalable processes, tools, and systems that boost efficiency and position Boxed Operations to power Boxed’s future growth.

You’ll also:

• Own the knowledge strategy, ensuring information is accurate, accessible, and consistent. You'll lead the Knowledge team to maintain the Knowledge Hub, embed governance, and drive efficiency, compliance, and continuous improvement.
• Lead the chatbot strategy and performance to deliver accurate, efficient, and scalable customer experiences. Oversee chatbot design, optimisation, and AI integration, ensuring alignment with operational, commercial and customer needs
• Make sure we are ready for the launch of new clients, by setting up Client Portals, workflows, and content, delivering training to clients, and managing ongoing client relationships to maintain quality and satisfaction
• Optimise tools including Zendesk, Intercom and Interable for scalability and efficiency leading configuration, automation, and performance monitoring, ensuring platforms support growth and multi-client delivery.
• Build strong relationships with the Commercial Team, Product Managers, and Ops Leadership to align priorities, enable delivery, and ensure seamless operational outcomes

The skills you'll need

You’ll need strong experience leading and developing high-performing, technical teams across multiple functions; ability to set clear objectives, manage performance, and drive accountability.

You’ll also need:

• Expertise in building, maintaining, and governing operational knowledge bases; skilled in technical writing, process mapping, and embedding knowledge as a scalable operational capability
• A proven ability to design, optimise, and maintain conversational AI/chatbot solutions; understanding of AI integration, analytics, and performance monitoring.
• Strong organisation skills and astute attention to detail

Hours

35

Job Posting Closing Date: 16/11/2025

Ways of Working: Remote First