Operations Director

Responsibilities

• Own the day to day operational running of the agency.
• Remove friction, inefficiency and bottlenecks across teams, fixing what isn’t working.
• Create, document and embed clear agency wide processes.
• Ensure clients get a consistent, standardised and seamless experience that is distinctive to Seen Connects.
• Ensure the business is operationally ready to scale in a sustainable way.
• Own forward facing capacity planning across all teams to ensure that we always have the right people, in the right place, at the right time.
• Anticipate resourcing pinch points before they happen.
• Oversee freelancer usage, onboarding and spend tracking.
• Improve utilisation.
• Protect margins.
• Drive smart commercials.
• Work with the MD and finance to curate the best tech stack for the agency as we scale, and rationalise tools and subscriptions so they are fewer, better and properly used.
• Own operational systems across resourcing, delivery, time tracking and reporting.
• Support with the increased implementation of AI and automation (working alongside external consultants), ensuring adoption and usefulness.
• Oversee operational risk, GDPR and data handling.
• Ensure contracts, processes and controls protect the agency as we scale.
• Keep the business tight, compliant and well-run without slowing it down.

Qualifications

• Has led operations in an agency that has scaled from under 50 people to 100+ people.
• Is comfortable being the only ops leader currently in the agency and therefore both hands-on but also strategic.
• Is commercially sharp and understands how delivery decisions impact net profit.
• Can influence senior stakeholders with clarity and conviction.
• Enjoys building structure in complex, fast moving environments.
• Experience in influencer or social marketing is helpful but not essential as we can provide thorough training on this. What really matters is operational judgement, commercial instinct and leadership presence.