Operations Manager

Foundever • Stratford, CT

18d • Hybrid

About The Position

Foundever is seeking an experienced, commercially minded Operations Manager for its Shared Services operation. The role oversees a dynamic multi-client environment supporting 25 to 40 clients across sectors including e-commerce, social housing, CCF clients and out-of-hours support services. The operation runs 24 hours a day, seven days a week, and requires adapting to changing client demands while balancing operational priorities and delivering strong customer experiences.

The Operations Manager owns operational performance across a client portfolio, leads and develops a team of Team Managers, and builds trusted relationships with clients and internal stakeholders. The role focuses on service excellence, financial performance, workforce efficiency, customer experience and continuous improvement. It involves working on-site at Foundever House in Stratford-upon-Avon, with one day working from home per week. The permanent, full-time role is 37.5 hours per week, with opening hours Monday to Sunday, 8am–6pm depending on operational needs. The stated start date is Monday 11 January 2027.

Requirements

• Established Operations Manager with a proven track record of leading teams and delivering results in a complex, multi-client or multi-site environment.
• Strong leadership experience, including motivating, coaching and developing Team Managers and building high-performing teams.
• Excellent written and verbal communication skills and confidence engaging and influencing stakeholders at all levels.
• Strong analytical capability, including interpreting operational and financial data, identifying trends and translating insights into practical actions.
• Presentation and reporting skills, including preparing and delivering WBRs, MBRs and QBRs to senior internal stakeholders and external clients.
• Commercial awareness and experience managing account financials, staffing costs, resource planning and operational budgets.
• Client management expertise, including building lasting partnerships, managing expectations and navigating challenging conversations.
• Ability to prioritise effectively and maintain control in a fast-paced, changing 24/7 environment.

Nice To Haves

• A continuous improvement mindset and passion for enhancing customer experience, improving processes and delivering measurable results.
• Adaptability and resilience.
• Comfort operating at both a strategic and hands-on level.

Responsibilities

• Lead, coach and develop Team Managers, set clear expectations and performance standards, and support their professional development and succession planning.
• Foster a collaborative, high-performing culture focused on engagement, ownership and service excellence.
• Own day-to-day relationships across a portfolio of clients, acting as a trusted operational partner and escalation point.
• Prepare and deliver Weekly Business Reviews, Monthly Business Reviews and Quarterly Business Reviews as required.
• Present operational performance, insights, risks and improvement plans to internal stakeholders and external clients.
• Identify opportunities to enhance service delivery, client relationships and client satisfaction.
• Own operational performance across a multi-client environment and ensure service levels and contractual commitments are achieved.
• Manage account financials, budgets and operational costs while balancing commercial objectives and service quality.
• Oversee staffing and resource planning to ensure appropriate people and skills are available for changing demand across a 24/7 operation.
• Monitor key performance indicators, identify trends and implement action plans to address underperformance.
• Manage operational risks, escalations and business continuity requirements.
• Use customer experience insights, operational data and client feedback to identify improvement opportunities.
• Drive continuous improvement initiatives that enhance customer outcomes, increase efficiency and deliver measurable business benefits.
• Challenge existing processes and ways of working and encourage innovation, accountability and continuous development.
• Collaborate with internal teams and clients to implement sustainable improvements and share best practice.
• Produce and interpret operational and financial reports, translating data into insights and recommendations.
• Communicate performance, risks and opportunities to senior stakeholders, and develop presentations suited to different audiences.
• Maintain transparency, data accuracy and evidence-based decision-making.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed