Senior Operations Manager
This is a data-led leadership role for someone who thrives on turning complex operational data into clear commercial outcomes. We’re looking for a Senior Operations Manager who is as comfortable in SQL and dashboards as they are leading teams and shaping strategy.The role You’ll lead multiple critical operational teams — Admin & Appeals, Analysis, Faults and Data — owning the end-to-end ticketing lifecycle from data capture through to dispute resolution. This role sits at the intersection of operations, data, and transformation, with real influence at senior leadership level.Key responsibilities
- Lead and develop high-performing operational and analytical teams across the full Ticketing lifecycle.
- Take full accountability for operational delivery, compliance, and performance against monthly business targets.
- Define, own, and deliver company-wide KPIs, revenue targets, and performance metrics in partnership with senior leadership.
- Build and maintain robust forecasting and performance models, using advanced Excel, SQL, and Power BI to predict volumes, resource needs, and financial impact.
- Act as a key driver in technology and systems transformation, ensuring operational workflows are optimised and scalable.
- Produce clear, insightful board-level reporting, translating complex data into actionable commercial strategy.
- Proven leadership experience in a ticketing, collections, enforcement, or similarly data-intensive operational environment.
- Strong SQL capability — you should be comfortable querying data, validating performance metrics, and supporting decision-making directly from source data.
- Highly data-driven, with a track record of improving performance through insight, analysis, and automation.
- Experience working closely with senior stakeholders and presenting to executive and investor audiences.
- Confident leading change in fast-moving, performance-focused environments.