SENIOR OPERATIONS MANAGER (15 MONTH FTC / MATERNITY COVER)
Location: London, UK
Hybrid Working – 3 days in the office per week. We operate a Fix + Flex model, with Wednesdays and Thursdays as our two Fix Days, when everyone is in the office, and the third day is Flex for you – either Monday, Tuesday, or Friday.
Salary: £54,000 – £60,480 based on your level within our progression framework.
We are Born Social, a social‑first creative agency that brings brand building into the social era. We have a track record of delivering transformation for iconic brands such as Guinness, Ford and Barclays, led by our team of social natives and brand experts, underpinned by technology. Backed by the strength of a brilliant business that's proudly B‑Corp certified, we are consistently recognised as one of the best places to work.
We're looking for a Senior Operations Manager to join us on a fixed‑term basis, covering key responsibilities across our Operations team during maternity leave. This role sits at the heart of the agency, partnering with Client Services, Business Development, Finance and department leaders to ensure our people, pipeline and resources are working seamlessly together.
You will play a critical role in forecasting demand, allocating opportunities and managing resources to help drive strong commercial performance across the business.
Internal candidates may be considered for this position as part of the selection process, in line with our commitment to transparent and fair recruitment.
Responsibilities
- Own resourcing of the agency’s global pipeline, working with Client Services to ensure opportunities are accurately forecast, scheduled and allocated to the right teams and individuals, supporting agency growth through effective resourcing.
- Lead weekly pipeline meetings, driving visibility, accountability and proactive planning across Client Services and Operations.
- Manage agency‑wide holiday approvals and resource cover planning, balancing commercial needs with team wellbeing.
- Work with Operations to troubleshoot resource challenges, identifying solutions quickly and ensuring work is delivered effectively across the agency.
- Oversee contractor and crowd engagement, approvals and utilisation, ensuring external resources are used strategically and efficiently.
- Represent Operations in monthly profitability meetings, providing operational insight and recommendations to improve recovery and commercial performance.
- Support monthly agency reporting, maintaining accurate operational data and providing clear visibility of resource and pipeline health.
- Build strong relationships with department leads and act as a trusted operational partner across the business.
- Identify opportunities to improve operational efficiency through process improvement, automation and AI‑enabled planning tools.
Qualifications
- Brilliantly collaborative – comfortable working with people at all levels of an organisation and naturally building trust and credibility. Ability to influence decisions, facilitate discussions and bring people together around solutions.
- Commercially minded – understand how agency commercials operate and enjoy balancing resource, recovery and profitability to drive better business outcomes.
- Natural problem solver – thrive when navigating complexity, spotting risks before they become issues and finding practical solutions.
- Data confident – comfortable working with operational data, forecasting demand and using insights to inform decisions.
- Calm under pressure – can manage competing priorities and changing demands without losing focus or momentum.
- Curious about AI – excited by automation, systems and AI to improve operational efficiency and effectiveness.
- Pride in your work – care deeply about quality, accuracy and delivering excellent outcomes for both your colleagues and clients.
Equal Opportunity Statement
We celebrate different ideas, perspectives and backgrounds. As an equal opportunities employer, we welcome applications regardless of race, religion or belief, sex, gender identity, sexual orientation, age, political affiliation, family or parental status. We are committed to inclusion, diversity and representation.
