Contact Centre Operations Manager in Brighton

About Motorway

Motorway is the UK’s fastest‑growing used car marketplace – our award‑winning, online‑only platform connects private car sellers with over 7,500 verified dealers nationwide, who compete to offer the best price. Founded in 2017, our technology makes the process refreshingly easy, earning us an 'Excellent' Trustpilot rating with over 70,000 reviews. We’re not just building a platform; we’re changing how people sell cars. Backed by leading investors like Index Ventures and ICONIQ Growth, and following a successful $190 million funding round, we’re on a mission to transform the used car market.

And here’s where you come in. We’re looking for a Sales Operations Manager to join our Customer Experience team – the heart and soul of Motorway. As a Seller Sales Operations Manager, you’ll be managing our front‑line leadership, empowering a team of Team Leaders to hit ambitious sales and productivity targets while maintaining the gold standard of seller experience. You aren’t just a manager; you’re a performance driver and a culture builder. Whether you are collaborating with our outsource partners to ensure seamless service, or partnering with Product and Transformation teams to lead operational change, you’ll be the bridge between our high‑level strategy and daily execution.

Key Responsibilities

• Team Leadership & Performance Management: Directly manage and coach Team Leaders, setting clear expectations and holding them accountable for service, sales, quality and productivity outcomes. Build strong leadership capability within your Team Leader population through regular coaching, feedback and performance reviews.
• Culture and engagement: Set the tone for a high performance, inclusive and accountable working environment where people are clear on expectations and proud of the service they deliver. Create strong engagement through visible leadership, clear communication and consistent follow through on standards, feedback and recognition.
• Performance delivery and target ownership: Own the delivery of service levels, service quality, sales and productivity targets for your operational area. Proactively identify operational, service and commercial risks and take decisive action to mitigate them.
• Customer experience leadership: Set the standard for what great seller experience looks like across all teams and partners, translating Motorway’s CX expectations into clear behaviours, operating rhythms and performance measures.
• Supporting the day to day oversight and performance management of outsource partners: Support the day to day oversight and performance management of outsourced partners. Hold partners accountable to agreed SLAs, quality standards and commercial outcomes, escalating issues where required.
• Leading operational change delivery: Lead the operational delivery of change initiatives, partnering with Product, Commercial, Transformation and Quality teams. Ensure changes are embedded effectively, understood by teams and delivering the intended outcomes.
• Workforce Management Collaboration: Work closely with Workforce Management to ensure the successful delivery of the resource plan and associated productivity targets.
• Reporting and insight: Use data and insight to understand performance trends, root causes and improvement opportunities. Provide clear updates and recommendations to senior operations leadership through proactive communication.

About you

• You are an experienced contact centre operations leader with a strong track record of managing Team Leaders and delivering performance through others.
• You are passionate about driving the highest quality workplace and employee experience.
• You are commercially and operationally minded, comfortable balancing sales outcomes, service quality and customer experience.
• You are confident working with outsourced partners and holding them to account.
• You enjoy working at pace, thrive in a changing environment and are calm in the face of pressure.
• You are data driven and use insight to inform decisions and prioritisation.
• You collaborate effectively across functions and influence without relying on hierarchy.

We offer a fantastic range of benefits to help you thrive:

• Competitive starting salary.
• Great work‑life balance with standard shifts from 8:45am to 5:30pm.
• Sea fronted office location with regular social events, office drinks, weekly massages and free snacks to keep you going!
• Flexibility to work from home 1 day per week to help nail that work life balance.
• Stock options so you can share in Motorway’s growth and future success.
• Pension scheme to plan for your future with our provider NEST.
• Strong commitment to your personal development including budget for books, courses, conferences, etc!
• Opt‑in comprehensive health insurance through BUPA including dental care and fitness discounts.
• Cycle to work scheme - save big ££ on a new bike and accessories.
• One paid volunteering day a year for you to use as you wish.
• Generous parental benefits including 6 months full paid maternity leave, 4 weeks paternity leave and workplace nursery scheme.
• … and much more!

Our interview process

• Initial Call (30 mins): A casual chat to discuss your experience and learn more about Motorway.
• Hiring Manager Interview (45 mins): A conversation with the Hiring Manager. We’ll dive into the specifics of the role, our team culture, and how your experience aligns with our mission.
• Take Home Task: A task designed to showcase your strategic thinking and operational expertise.
• Final Interview (60 mins): A final session to present your task and meet the wider leadership team. This is a great opportunity to ask any remaining questions and see if we’re a perfect match.