Head of Business Operations - FA Learning in Burton upon Trent

The FA Learning Division are looking for a Head of Business Operations to provide clear, purposeful leadership of the Business Operations function, shaping a high‑performing, commercially driven and service‑led operation across a complex, multi‑functional environment. As a key member of the FA Learning Senior Leadership Team and the wider FA Extended Leadership Group, this role drives commercial performance, ensures consistently high‑quality and impactful customer experiences, and fosters a culture of continuous improvement and innovation to enhance efficiency and delivery impact.

Working closely with colleagues across the Division and The FA to ensure FA Learning is well‑connected and aligned, the role ensures robust operational delivery, enabling teams to achieve financial and strategic objectives with pace and ambition, while fostering ongoing personal development within a values‑led, people‑first environment.

What will you be doing?

• Own and drive the commercial performance of FA Learning, leading the delivery of domestic and international commercial strategy to maximise revenue, value and sustainable growth, underpinned by a strong values‑led approach.
• Drive the execution of FA Learning's operational strategy, ensuring delivery is aligned to divisional priorities, financial targets and business plan ambitions.
• Translate financial and performance data into clear, accessible insight, ensuring teams across the Division understand the commercial position and drivers of performance, and can act on it.
• Maintain a clear and consistent grip on business operations, ensuring effective planning, delivery discipline and performance management across the division.
• Lead the development and management of strategic partnerships and suppliers, working with Procurement, Finance and Legal to negotiate effectively and secure optimal value.
• Set the standard for customer excellence, ensuring consistently high‑quality, accessible and impactful experiences for learners and stakeholders.
• Act as the senior point of escalation for complex complaints, managing issues with professionalism and care to protect the FA Learning brand and reputation, and the customer experience.
• Inspire, lead and develop high‑performing teams, creating a collaborative, inclusive and people‑first environment that empowers individuals and connects people to delivery and purpose.
• Act as a trusted and commercially credible leader within the FA Learning Senior Leadership Team, influencing decisions and shaping outcomes beyond the immediate function.
• Build strong connectivity across FA Learning and the wider FA, particularly with key colleagues and functions, ensuring alignment and a 'one FA' approach to delivery.
• Ensure strong governance of partnerships, including clear service level agreements and performance expectations.
• Manage core course budgets and own operational resilience and business continuity planning for the division.
• Lead the continuous improvement of business operations, simplifying processes, increasing efficiency and impact, enhancing delivery impact across the division.
• Execute additional tasks as required to meet the FA's changing priorities.
• Comply with all company policies and procedures to ensure that the highest standards of health, safety, and well‑being can be maintained.

What are we looking for?

Essential for the role:

• Proven experience leading a commercially focused operational function, with accountability for driving revenue, value and performance across a complex, multi‑functional operation.
• Strong financial acumen, with the ability to interpret, translate and communicate financial data into clear, actionable insight.
• Demonstrable experience of leading high‑performing teams, with a values‑led, people‑first leadership style.
• Ability to maintain a clear and consistent grip on complex business operations, ensuring effective planning, delivery and performance management.
• Experience of driving continuous improvement, with the ability to simplify processes, increase efficiency and enhance delivery impact.
• Strong stakeholder management and communication skills, with the ability to build relationships and influence across functions and organisational boundaries.
• Proven experience of managing external partnerships and suppliers, including leading commercial negotiations and securing value.
• Commitment to delivering high‑quality customer experiences, with the ability to set and maintain service standards across a complex operation.
• Strong problem‑solving capability, with the ability to identify root causes and implement effective, timely solutions.
• A commitment to continuous self‑development, with a curiosity to learn, adapt and evolve in a fast‑moving environment.

Beneficial to have:

• Experience working within a multi‑functional organisation, with the ability to build strong connectivity across central functions (e.g. Finance, Strategy, Digital).
• Experience operating within a commercially competitive or customer‑driven environment.
• Strong data literacy, with the ability to use insight to identify trends, inform decision‑making and track performance.
• Experience of leading operational change or transformation initiatives.
• High levels of resilience and adaptability, with the ability to remain calm, balanced and effective in a fast‑paced environment.
• Strong project management capability, including planning, prioritisation and delivery across multiple competing demands.

What's in it for you?

We are committed to ensuring everyone can flourish in their roles. To achieve this, we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We also delight in offering a world‑class, Elite Performance Centre, St. George's Park in Staffordshire, an exceptional setting to develop and inspire high‑performing England teams and leaders. We pride ourselves on offering a competitive salary as well as great opportunities to develop and grow in your role.

We also have a range of exciting benefits:

• Access to event‑day tickets at Wembley Stadium, along with a host of regular internal events throughout the season, encouraging you to connect and learn with your colleagues and look after your mental health and well‑being.
• Free, nutritious lunches at Wembley Stadium and St. George's Park.
• Free private medical cover.
• A contributory pension scheme.
• An additional 'Thank You' day's leave, volunteering days, as well as 25 days of annual leave (based on a full‑time, permanent contract).
• A hybrid working model which offers greater flexibility.

We are a diverse workplace, aspiring to represent football across the country. The Football Association actively promotes inclusion and diversity, encouraging you to be the best version of yourself at work. We welcome applications from everyone and are proud to be an equal opportunities employer. If you have any particular requirements in respect of the recruitment or interview process, please mention this during your application.

As part of the FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance. Currently, we are working within a hybrid working model whereby the expectation is to work from your contractual location for part of the week, and as and when required by the team. The remaining days can be worked remotely. We will continue to monitor this model, and it may be adjusted in future if deemed necessary. The contractual location of this role can be found on the FA Careers page.