Business Operations Manager in Luton

The Operations Manager owns the day-to-day running of the office and back-office operation. Reporting to the Operations Director, the role is responsible for delivering the implementation of ongoing projects (customer platform, loyalty program, returns process, etc), mapping and standardising all core operational processes, and embedding a measurable customer-service culture through clearly defined KPIs. This is a hands-on leadership role for someone who can both design better ways of working and make sure they happen consistently, day after day.

Requirements

• Systems implementation — Business Central, Microsoft Customer Service, Sana Cloud, Shopify, Tasklet Warehouse Management system.
• Lead the business-side implementation and roll-out of the Sana e-commerce platform, working with the Operations Director, internal teams and external vendors.
• Coordinate user acceptance testing of the standard implementation and, subsequently, agreed customisations; document test scripts, log issues and track them through to resolution.
• Ensure Sana and Dynamics 365 Business Central work together correctly across orders, pricing, stock and customer data.
• Act as the operational point of contact for system vendors and the internal IT function, and drive adoption and training across the team once live.
• Process analysis & standardisation: Map, document and continuously improve all core operational processes, producing clear standard operating procedures (SOPs) that the team can follow consistently.
• Review existing workflows to remove duplication, reduce errors and improve speed, with particular focus on the order-to-delivery cycle.
• Establish version-controlled documentation so procedures stay current as systems and the business change.
• Order fulfilment, shipments & returns: Oversee accurate and timely order processing, picking, packing and dispatch in line with customer expectations and carrier commitments.
• Own the returns process end to end — authorisation, inspection, restocking or disposal, credit notes and root-cause analysis — ensuring it is fast for the customer and properly controlled for the business.
• Manage relationships with couriers and logistics partners, monitoring service levels, delivery performance and cost.
• Inventory & stock control: Own stock accuracy, including routine cycle counts and periodic full stock-takes, and reconcile variances with clear corrective action.
• Manage stock levels, reorder points and ageing to balance availability against capital tied up in inventory.
• Ensure correct handling of lot/batch numbers and expiry dates for medical-device and biological products, supporting full traceability and any recall or quarantine requirements.
• Customer service & KPI management: Define, implement and own customer-service KPIs — for example response and resolution times, order accuracy, on-time dispatch, return rates and customer satisfaction.
• Build clear reporting and dashboards so performance is visible, and review metrics regularly with the team and the Operations Director.
• Use the data to identify trends, set improvement targets and hold the team accountable to agreed service standards.
• Resolve escalated customer issues promptly and use them as a source of process improvement.
• Team leadership & people management: Lead, support and develop the office operations team, setting clear expectations and providing regular feedback, coaching and training.
• Manage day-to-day workload, rotas and cover to keep service levels consistent.
• Foster a culture of accountability, continuous improvement and strong cross-team communication, particularly with the sales and warehouse functions.
• Compliance & quality: Ensure operational activities comply with relevant medical-device, health-and-safety and data-protection requirements.
• Maintain accurate operational records and support internal and external audits.

Benefits

• Private Healthcare Plan
• Training & Development
• Employee Assistance Programme - Counseling