Operations Lead

We are delighted to be on the hunt for the next superstar to join our tribe of heart-led, committed and caring folk here at MSB Towers.

What's the job? We are looking for an Operations Lead.

Who are we? We're glad you asked. We exist because we believe that schools shape the future. Making Stuff Better Ltd is the leading Executive Leadership Coaching and Coach Training company dedicated solely to serving the international schools market.

Where is it based? Anywhere in the world: (Remote with some in-person meetings, usually in the UK but sometimes in other corners of the globe).

Tell me more: We are seeking a motivated and dynamic Operations Lead to join our small and special core team. The ideal candidate will have a passion for getting stuff done and making stuff better. They'll enjoy enabling systems to flourish and client delivery to be smooth thereby improving our offering and enabling MSB to inhabit the premium position in the marketplace.

This role will involve designing and implementing delivery and back office system strategies in consultation with our Marketing & Sales Director to allow the company to act on data in the CRM as well as ensuring high quality customer delivery. The role may include some international travel.

We are an inclusive workplace: Making Stuff Better Ltd is an equal opportunity employer and we encourage candidates of all backgrounds and experiences to apply. We see diversity as a valuable asset in our international market and want a team of professionals that reflect our diverse client base.

Person Specification: Below are the attributes and experience we are looking for in a successful candidate. We welcome applications from candidates who can transfer their skills from other areas or who have not followed a 'conventional' path into employment.

Qualifications & Experience:

• Experience of the leadership of operations in an SME or equivalent sized organisation.
• Experience in improving operations and systems in an organisation, preferably a small or medium sized enterprise (SME) within the education sector or a related industry.
• Proficiency in a range of operating systems, e.g. CRM software, spreadsheets.
• A bachelor's degree in any subject or at least 5 years equivalent workplace experience.
• Experience in the international schools market or education sector.
• Complete proficiency in written and spoken English.
• Familiarity with coaching and coach training services.
• Detail-oriented.

Job Responsibilities:

As the Operations Lead in a small global virtual coaching company, you will be responsible for ensuring the smooth running of all aspects of the business. You will be the glue that holds the operations together. This includes responsibility for leading all operational systems, with a strong focus on HubSpot CRM (or other similar product) and other integrated tools. Your role will be critical in maintaining data accuracy, process efficiency, and reporting capabilities to support client engagement and business growth.

Key Responsibilities:

1. Operations Management:
   • Oversee the day-to-day operations of all the business, ensuring that it is functioning efficiently and reliably and delivering an extraordinary experience to our clients.
   • Monitor and maintain data integrity across all business systems.
   • Identify gaps or inefficiencies in current systems and recommend upgrades or new technology solutions.
   • Manage system integrations between all platforms.
   • Support the core team by organising all details of our regular away days and other in-person meetings.
   • Take ownership of the company calendar.
2. Data Management & Reporting:
   • Extract and analyse client data and coaching impact metrics.
   • Generate and present impact reports.
   • Develop custom dashboards and automated reporting tools.
   • Ensure compliance with data protection regulations.
3. Risk Assessment & Troubleshooting:
   • Conduct risk assessments on current systems.
   • Proactively monitor system health.
   • Oversee and resolve system breakdowns.
4. Strategy & Process Improvement:
   • Work closely with leadership to align system capabilities with business goals.
   • Provide strategic advice on system-related improvements.
   • Support the implementation of new strategies.
   • Develop standard operating procedures (SOPs).
5. Stakeholder Support & Training:
   • Train and support coaches, client managers, and other team members.
   • Serve as the primary point of contact for system-related queries.
   • Ensure that all stakeholders understand and utilize available tools.

What We Offer:

• A salary of 35k per annum and performance-based incentives.
• Opportunity to work in a fast-growing and innovative company.
• Supportive and collaborative team environment.
• Professional development and growth opportunities.
• A company committed to making a difference.
• Flexible working arrangements.

How to Apply:

If you've had a read and are ready to apply then please send your CV and a cover letter (no more than 2 sides of A4) detailing your relevant experience and why you are a great fit for this role to Gill Kelly, Managing Director via gill@makingstuffbetter.com. Please include "Operations Lead" in the subject line.

Application Deadline: April 14th 2025

Interviews: Face to Face Interviews: in London (where travel permits)/Online (where travel doesn’t permit) week commencing: 21st April 2025.