Operations Manager in Holywell

Reports To: Managing Director

Location: Office-based in the North Wales / Cheshire area, with some flexibility and occasional travel

Contract: Full-time, Permanent

Salary: £60,000, plus a bonus agreed on passing probation

Progression: Clear route towards Operations Director as the senior leadership team continues to develop

Why This Role Exists

We have grown quickly and are now a team of 35, with further growth planned. As the business has expanded, operational complexity has increased. Senior leaders and department managers are often required to step into day-to-day operational challenges, reducing the time available for strategic priorities and growth initiatives. We are looking for an Operations Manager to organise, systemise and connect the business so it can continue to scale effectively without relying on a small number of individuals. This role will bring structure, accountability and consistency across the organisation, ensuring information flows smoothly, priorities remain clear and teams can operate at their best.

Purpose of the Role

You will act as the Managing Director's principal operational lead, helping to transform a fast-growing business into one with clear processes, effective communication and strong operational foundations. You will identify challenges across the organisation, take ownership of them and either resolve them directly or ensure the right people are equipped to do so. You will also provide structure to priorities, projects and decision-making, enabling the leadership team to focus on strategic growth.

Key Responsibilities

• Organise and Systemise the Business

• Map how work is carried out across departments and identify opportunities for improvement.
• Design, document and implement effective processes, SOPs and handover procedures.
• Capture organisational knowledge so that information is embedded within systems and processes rather than held by individuals.
• Introduce practical tools, systems and routines that support sustainable growth without creating unnecessary bureaucracy.
• Review and improve operational workflows, systems and projects to enhance efficiency and scalability.

• Improve Communication Between Departments

• Establish regular cross-functional communication rhythms, including meetings, updates and escalation routes.
• Act as the link between Sales, Marketing, Technology, Customer Service and Commercial teams, ensuring alignment and collaboration.
• Identify and resolve communication gaps before they impact performance.
• Clarify ownership, accountability and decision-making responsibilities across the organisation.

• Support the Managing Director and Drive Priorities

• Act as the Managing Director's number two, taking ownership of operational issues and driving them through to resolution.
• Organise and prioritise projects, initiatives and business challenges.
• Present clear recommendations and options to support decision-making.
• Lead key cross-functional projects from inception through to successful delivery.
• Remove obstacles, maintain momentum and ensure projects remain on schedule and within budget.

• People and Hiring

• Identify where additional support is required and lead recruitment for key positions alongside managers and our recruitment partner.
• Coach and support managers to strengthen capability and confidence.
• Contribute to building a high-performing, accountable and collaborative culture.
• Provide line management responsibilities as operational teams continue to grow.

• Commercial and Budget Management

• Implement and manage operational budgets, initially working alongside a fractional Finance Director.
• Monitor expenditure and ensure spending remains aligned to business objectives.
• Build and maintain productive relationships with suppliers, contractors and external partners.
• Negotiate effectively and confidently manage challenging commercial situations when required.

• Data and Reporting

• Develop, improve and maintain KPI reporting for the leadership team.
• Ensure decision-making is supported by accurate and timely information.
• Work with Technology teams to improve data collection, reporting capability and business intelligence tools.
• Establish meaningful performance measures that enable effective operational management.

What Success Looks Like

Within 3 Months

• Build strong relationships with every department.
• Gain a thorough understanding of operational challenges and opportunities.
• Map key operational pain points and agree a prioritised improvement plan with the Managing Director.
• Take ownership of day-to-day operational issues and establish credibility across the organisation.

Within 6 Months

• Implement core operational processes and communication frameworks.
• Establish regular reporting and KPI visibility for leadership.
• Begin recruitment for key support roles where required.
• Deliver measurable improvements in operational efficiency and team collaboration.

Within 12 Months

• Significantly reduce operational firefighting for the Managing Director and departmental leaders.
• Embed effective processes, accountability and communication across the business.
• Enable managers to run their functions confidently and independently.
• Demonstrate readiness to progress towards Operations Director responsibilities.

Experience

Essential

• Proven experience in Operations Management, Business Improvement, Programme Management or Project Management roles.
• A track record of introducing structure, systems and process improvements within a growing organisation.
• Direct responsibility for managing budgets.
• Experience reporting to a Managing Director, CEO or other senior executive.
• Previous people management experience, including the leadership of direct reports.
• Strong commercial awareness and confidence managing suppliers, contractors and external stakeholders.
• Experience working with reporting tools, KPI frameworks and business intelligence data.
• Ability to influence across departments and drive change effectively.

Desirable

• Experience within a startup, scale-up or online marketplace environment.
• Customer-facing experience.
• Experience of running or co-founding a business.
• A varied career background that has provided exposure to multiple business functions.
• Experience implementing or improving operational systems, platforms or business-critical projects.

About You

You are:

• Someone who can build strong relationships and communicate effectively with individuals at all levels.
• Quietly confident, willing to challenge constructively and have difficult conversations when required.
• Logical, organised and methodical, with a structured approach to problem-solving.
• A natural problem owner who spots issues early and takes responsibility for ensuring they are resolved.
• Adaptable and resilient when priorities change.
• Open to feedback and committed to continuous improvement.
• Motivated by high standards and a desire to make things better.
• Approachable, preferring collaboration over hierarchy.
• Able to work primarily from the office and travel when required.

What We Offer

• Genuine ownership and autonomy.
• Direct access to the Managing Director and senior leadership.
• The opportunity to shape how a growing business operates and scales.
• A clear route towards Operations Director as the senior leadership team continues to evolve.
• A relaxed and sociable working environment.
• Casual dress.
• Regular team events.
• Office facilities including a pool table and darts board.
• Some flexibility in working arrangements.
• Salary of £60,000, plus a bonus agreed on passing probation.