Operations Director - SaaS/EdTech

• West Yorkshire HQ – Hybrid Working Model
• £65,000 - £85,000pa basic salary, DOE
• Share / Equity Options

Due to the nature of our roles, candidates must be a UK resident residing within commutable distance (West Yorkshire). Please note that we cannot offer visa sponsorship for overseas candidates.

OUR CLIENT:

Is an award-winning provider of Managed Service e-Learning Solutions with an international client base spanning 30+ countries. Their extensive offering includes integrated Learning Management Systems and bespoke & complex solutions. Encompassed by an intrinsic vision to improve workforces and empower learners, they aim to reduce L&D overheads by maintaining & managing LMS technical infrastructures, continuously developing innovative functionality, and regular performance monitoring to ensure learners remain engaged, and businesses enjoy a return on their investment.

As a result of their ambitious growth plans, they are currently undertaking an exciting project to build out their Senior Management team, and as such we are searching for a Operations Director to join them.

THE CANDIDATE & ROLE:

Our ideal candidate will join and be a key member of the Senior Leadership team, performing a pivotal role in the operational running and growth of the business. You will be responsible for leading and coaching a diverse team, so a technical background alongside experience of managing developers, engineers, and customer support is essential. The Operations department encompasses Project Delivery, Customer Training, Helpdesk, Customer Success, DevOps and Product Development - each with an established team but with the opportunity to forge closer collaboration and improve working practices. You will work closely with the business founders and senior leadership team to develop a new operational strategy with the goal of increasing quality, efficiency, productivity, customer retention, and market share.

ROLES & RESPONSIBILITIES:

Strategy:

• Reporting directly to the founders, with line management of 5 team leaders and 19 FTE.
• Work closely with the Founders in identifying and developing a clear operational strategy with a focus on driving business growth, increasing profitability, efficiency, and productivity, alongside expanding market share.
• Implement, deliver, and continuously improve operational strategies.
• Identify and implement operational and quality improvements, improving the standard of projects delivered.
• Develop and manage the department budget, allocating and controlling expenses effectively.
• Evaluate internal processes and customer journeys, identifying improvements to increase customer satisfaction & retention, and maximise efficiency, productivity, and profitability.
• Review existing challenges and forecast projected challenges, developing strategies to mitigate negative impact to the business.
• Continuously monitor performance, regularly reporting achieved and expected revenue from new and existing clients.
• Be a proactive member of the wider Senior Management Team, providing input on business strategies and other leadership initiatives.
• Assist with the development of the product strategy, identifying product innovation opportunities to increase existing client base spend, and expansion into new target markets.

People & Department Leadership:

• Manage the Customer Support team and act as a point of escalation where necessary.
• With the support of the Customer Success team leader, manage the Customer Success team, setting clear metrics ensuring retention, renewal, and growth.
• Drive significant revenue generating activity through the Customer Success team, and collaboration with Sales, to better capture customer spend.
• Assist the Customer Success team with Key Accounts, escalations, and support the sales team with bids when required.
• Manage the Delivery/Implementation team with the support of the team leader, assisting with customer onboarding and training where required.
• Support the Delivery/Implementation team on large projects with key clients, ensuring a smooth transition to the platform & services, emphasising the potential value and ROI.
• With the support of the Operations Manager manage the internal DevOps team, contracted developers, and the relationship with external development agencies, ensuring comprehensive briefs are provided, schedules are set, and adhered to. 
• Conduct regular 1-2-1’s, appraisals, coaching & training sessions, and prepare PDPs, ensuring each individual’s capabilities grow within the business.
• Lead and manage the expansion of the team, working with recruitment partners and conduct interviews/assessments during hiring processes.
• Analyse and report on the results of the team and use initiative to develop and implement strategies for improvements.

SKILLS & EXPERIENCE:

• Previous experience in an Operations Director role or similar.
• Previous experience within EdTech, Learning & Development, SaaS, Technology Managed Service, or similar service centric industry is essential.
• Experience managing and coaching technical and non-technical teams, with the ability to communicate & influence stakeholders using the appropriate technical terms.
• Strategic, logical, and commercially minded with experience developing and implementing strategies and processes with a focus on driving business revenue and profitability.
• A natural, inspiring, and approachable leader, with the ability to command respect whilst maintaining relatability.
• UK resident with unrestricted right to work in the UK.