At a Glance
- Tasks: Lead operations and implement AI solutions in a dynamic tech environment.
- Company: Join Socialbear, an innovative AI technology company in Canary Wharf.
- Benefits: Enjoy perks like a free MacBook, wellness events, and team socials.
- Other info: Hybrid working model with excellent career growth opportunities.
- Why this job: Make a real impact on operational efficiency and AI implementation.
- Qualifications: Experience in managing operations within Customer Support or BPO is essential.
The predicted salary is between 50000 - 60000 £ per year.
Hybrid Working
3 days in the office (Monday, Wednesday and Thursday), 2 days working from home.
Experience
Proven experience managing operations within Customer Support, Social Media, Technology or Managed Services.
Perks
Free wellness events, Apple Mac Book, team socials, monthly progression opportunities and a fantastic Canary Wharf office.
About the Role
Location
Canary Wharf, London
Hybrid Working
3 days in the office (Monday, Wednesday and Thursday), 2 days working from home.
Salary
£50,000 - £60,000 depending on experience.
Experience
Proven experience managing operations within Customer Support, Social Media, Technology or Managed Services.
Perks
Free wellness events, Apple Mac Book, team socials, monthly progression opportunities and a fantastic Canary Wharf office.
Socialbear is looking for an experienced
Operations Manager (Tech/AI) to drive operational efficiency, profitability and AI implementation across our growing Customer Support and Community Management business.
You will take ownership of operational performance, workforce management, resource optimisation and cost control, ensuring efficient and scalable service delivery across our UK and international teams.
The role combines hands‑on operational leadership with commercial management and technology implementation, working closely with Socialbear's Business Director, Group Account Director and Senior Leadership teams.
You will also play a key role in implementing Socialbear's own AI Platform, helping clients adopt AI-powered solutions alongside our human-led services.
- Roles & Responsibilities
- Operational & Financial Management
- Oversee operational performance and profitability across Socialbear's client accounts.
- Manage client-level P&L, gross margins, operational budgets and cost control.
- Identify opportunities to improve profitability and reduce unnecessary expenditure.
- Review software licences, subscriptions and third‑party platform costs.
- Support wider business operations, including financial reporting, invoicing, contractual requirements and commercial processes.
- Workforce & Resource Management
- Oversee workforce planning, resource allocation and operational efficiency across UK and international teams.
- Review agent schedules, staffing ratios, utilisation and productivity across client accounts.
- Identify opportunities to optimise shared resources, shift coverage and workforce costs.
- Work closely with Account Managers and Team Leaders to improve team capacity and operational performance.
- Develop dashboards and reporting tools to monitor workforce efficiency and operational KPIs.
- AI & Technology Implementation
- Lead the operational implementation of Socialbear's AI Platform across client accounts.
- Deliver client demonstrations, platform configuration and onboarding support.
- Identify opportunities to introduce AI, automation and technology to improve efficiency.
- Automate reporting, operational workflows and manual administrative processes.
- Work closely with internal teams to develop scalable AI‑powered Customer Support and Community Management solutions.
- Client Management & Commercial Support
- Work closely with Account Management teams to ensure efficient, high-quality client service delivery.
- Monitor and improve operational KPIs, including SLAs, quality assurance, handling times and resolution rates.
- Support client onboarding, mobilisation, training and service launches.
- Attend client meetings, operational reviews and AI Platform demonstrations.
- Support new business pitches, presentations and commercial discussions.
- Identify operational risks and recommend improvements to service quality, efficiency and profitability.
- Operational Improvement
- Review and improve internal processes, workflows and operational systems.
- Standardise client onboarding, training and reporting to improve scalability.
- Improve productivity and quality standards across Customer Support and Community Management teams.
- Work closely with Senior Management to identify opportunities for operational efficiency and business growth.
- Support the development of scalable operational structures as Socialbear expands.
About You
- Proven experience managing operations within Customer Support, Social Media, BPO or Managed Services.
- Strong commercial understanding, including P&L management, gross margins, financial reporting and cost control.
- Experience managing distributed teams, workforce planning, resource allocation and productivity.
- Hands‑on experience implementing AI, automation or technology‑led operational improvements.
- Strong understanding of SLAs, KPIs, quality assurance and service delivery performance.
- Excellent analytical skills, with experience using Excel, Google Sheets or BI reporting tools.
- Confidence managing client relationships, presenting solutions and supporting commercial discussions.
- Experience with Zendesk, Freshdesk, Intercom, Ringover or similar platforms is desirable.
- Experience with commercial contracts, SLAs, HR processes and operational compliance is advantageous.
- Excellent leadership, communication and organisational skills.
- Comfortable working in a fast‑paced, growing business and taking ownership of operational improvements.
Why Socialbear?
Join a growing AI technology company combining human expertise with AI‑powered Customer Support and Community Management.
You'll play a key role in improving operational efficiency, implementing innovative AI solutions and helping scale services for some of the world's leading brands.
This is an opportunity to make a genuine impact on how Socialbear operates, working closely with Senior Leadership to shape the future of our AI + Human service delivery.
Operations Manager (AI/BPO) in London employer: Socialbear®
Socialbear is an exceptional employer that fosters a dynamic work culture, offering hybrid working arrangements and a vibrant office in Canary Wharf. With a strong emphasis on employee growth, you will benefit from monthly progression opportunities, wellness events, and a supportive team environment that encourages innovation and collaboration. Join us to lead a dedicated team while enjoying the perks of modern technology and a commitment to operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager (AI/BPO) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Socialbear®. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Socialbear® before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Operations Manager (AI/BPO) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Socialbear®:Your cover letter is your chance to shine! Tell us why you want to work at Socialbear® specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Socialbear®!
How to prepare for a job interview at Socialbear®
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
