Head of Operations

*Head of Operation Contract Role- 6 Months - £350 per day - Outside IR35 - 1 day per week in Office*

Christopher Ali are recruiting on behalf of a fast growing technology business working with a range of High Street brands, collecting data for them and providing insights to support their decision making.

They are looking for a Head of Operations to come on board for a 6 month contract. The Head of Operations is a crucial role within the company, influencing some of their most vital metrics of client satisfaction, user advocacy, gross margin, invoiced revenue and marketplace efficiency. You will lead a large team of people (currently remotely) to manage a broad and varied portfolio of projects to enable the community (thousands of external users) to deliver and evidence quality inputs whilst managing day to day interactions. In parallel you will be part of the Marketplace leadership team, accountable for end-to-end fulfilment, and by default, the large majority of the company’s cost base.

About you:

• Must be a strategic thinker, with a change mindset at their core. They will constantly challenge themselves and the team around them, looking for innovative ways to deliver, which maintain quality while reducing cost.
• Must be a self-starter with energy, enthusiasm, a restless spirit and not afraid to muck in.
• Needs to have excellent people-management skills - a natural leader, able to attract quality people to work with them and motivate them to keep coming back.
• Data led individual, driving team efficiencies and performance through a constant and diligent use of all available data.

What You’ll Do:

• Lead an external team of workers to meet QA (job review) demand and support on live-chat.
• Be the driving force behind the expansion of automation across all aspects of Operational activity – working with Tech and Product teams to develop this at pace.
• Work closely with the Marketplace Director to transform QA into a scalable operation.
• Develop a suite of MI to put data at the heart of our Operational decision making.
• Diligently monitor team performance to ensure value for money - both in throughput and quality - while fostering a reliable pool of resources to support the peaks in demand.
• Work with the Customer Delivery team and Hof Client Success to ensure projects are accurately delivered to market, right first time.
• Work with the Community Team to ensure seamless alignment between Operations activity and Community management.
• Manage and respond to community incidents and complaints, and build out a strategy for responding to Review sites.

Responsibilities:

• Day to day running of Operations - QA and live support.
• Ensure QA ‘queue’ is minimised at any given time, allowing maximisation of in-month invoice-able revenue.
• Management and expansion of Auto-approvals.
• Manage any community incidents as they arise, working with Account Leads to ensure customers are effectively managed and the community is protected.

Skills and Experience You’ll Have:

• Strong inter-personal skills and people management are essential.
• Operations or logistics experience.
• Experience in a customer-facing role, providing support and exceptional customer service.
• Experience in a Transformation role would be beneficial.