Operations Coordinator in Birmingham

Joining Arup’s purpose, shared values and collaborative approach has set us apart for over 75 years, guiding how we shape a better world. Arup is the creative force at the heart of many of the world’s most prominent projects in the built and natural environment. Working in more than 140 countries, the firm’s designers, engineers, architects, planners, consultants, and technical specialists work with our clients on innovative projects of the highest quality and impact.

The Opportunity

You will join Arup Digital Products (ADP), a wholly owned Arup entity focused on developing and bringing high-quality digital products to market in line with Arup’s broader strategy and values. As part of the Global Operations function, you will help build the structure and consistency needed to support rapid growth and ensure products are delivered effectively. You will work closely with a global, geographically diverse team across India, China, Europe, and the USA. In this role, you will lead day‑to‑day team activities, manage workload priorities, and play a key role in delivering high‑quality outcomes.

As an Operations Co‑ordinator in Arup Digital Products (ADP) you will be part of the team ensuring our products and services are delivered and supported effectively and professionally, providing excellent customer service to our user‑base. The Operations Function is evolving quickly to respond to the requirements of a newly‑formed company and you will play a key role in ensuring our success.

Key Responsibilities

• Be a core member of the Operations Team, undertaking a variety of tasks to enable efficient and professional sale and support of software products to end customers including: sales enablement, revenue flow management, license enablement and customer care management.
• Be responsible for day‑to‑day team and workload management – ensuring work is logged, prioritised, routed, tracked, and communicated consistently, mitigating workflow bottlenecks and being a ‘go‑to’ for team members to support their decision making and task prioritisation.
• Take a lead role for our Customer Operations, overseeing the operational customer engagement including case intake and triage, customer care responses, and case escalation.
• Generate regular reports to monitor data quality and identify areas of improvement; help with definition and monitoring of KPIs to drive data quality.
• Be responsible for continuous improvement of our Customer Operations, identifying friction / failure points and partnering with Ops.
• Report to the Global Operations Manager, working closely to ensure smooth day‑to‑day operation.
• Have process optimisation and automation at the heart of how you work, identifying, shaping and helping to embed positive changes.
• Have opportunity to develop your career as the Operations Function and our product portfolio grows.

Excellence on process, systems and automation

Dedicated to process optimisation and automation, identifying, shaping and embedding positive changes that improve the efficiency and quality of delivery.

Is this role right for you?

• Experience in Operations or Business Management, ideally in software / SaaS environment.
• Degree‑level qualification, ideally in operations or business management related subject.
• Experience in working with CRM / database systems.
• Microsoft 365 experience essential (Office, SharePoint, Teams etc.).
• Experience in AI and automation.
• A passion for delivering excellent customer service.
• Professional approach, seeking quality and excellence in your work and the work of the team.
• Excellent communication and relationship management skills.
• A proactive approach and ability to perform in fast‑paced, rapidly changing environment.
• Strong commercial skills with good attention to detail.
• Ability to challenge and question the status quo and a genuine interest in process improvement.
• Preferably an interest in engineering, digital, software, or automotive industries.

What We Offer You

At Arup, we care about each member’s success, so we can grow together. Guided by our values, we provide an attractive total reward package that recognises the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive – through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through the work they do. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts.

Different people, shared values

Arup is an equal opportunity employer that actively promotes and nurtures a diverse and inclusive workforce. We welcome applications from individuals of all backgrounds, regardless of age (within legal limits), gender identity or expression, marital status, disability, neurotype or mental health, race or ethnicity, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave. We are an open environment that embraces diverse experiences, perspectives, and ideas – this drives our excellence. Guided by our values and alignment with the UN Sustainable Development Goals, we create and contribute to equitable spaces and systems, while cultivating a sense of belonging for all. Our internal employee networks support our inclusive culture: from race, ethnicity and cross‑cultural working to gender equity and LGBTQ+ and disability inclusion – we aim to create a space for you to express yourself and make a positive difference.

Discover more about life at Arup at www.arup.com/careers/your-life-at-arup.