Job Title: Business Operations Manager

Salary: £45,000 – £60,000 (DOE) + performance bonus

Reports to: Managing Director

Location: W4 5PY, West London (hybrid up to 2 days per week after probation)

Contract Type: Full-time, Permanent

About Us

We are a leading publisher of video-based training resources and eLearning for the social care sector. With a growing team in West London, we are expanding rapidly, launching new products and having recently introduced a new eLearning portal. This is an exciting opportunity for an experienced Business Operations Manager to take central responsibility for the smooth running of the business.

Purpose of the Role

To own and improve the day-to-day operational running of the business, with a strong focus on systems, data accuracy, platform reliability, and documented processes. This is a hands-on role responsible for making operations predictable, scalable, and independent of founder intervention.

Key Responsibilities

1. Systems & Infrastructure

Own the configuration, reliability, and day-to-day operation of the LMS platforms.
Act as the internal owner of system issues and fixes (working with external providers where needed)
Oversee key 3rd-party platforms: CRM (HubSpot), accounting (Xero), Microsoft 365, domain and email hosting, payment gateways (PayPal, WorldPay, Stripe), Retool, delivery services, video hosting platforms, and other website accounts.
Manage IT setup and support (with external IT provider).
Ensure GDPR, data protection, and compliance across systems.

2. Data & Reporting

Own and maintain company data lists.
Partner with sales and marketing to ensure data accuracy and accessibility.
Use SQL, Retool, Zapier, APIs, webhooks and JavaScript for reporting, automation, and building MVP solutions.
Work with the MD to set KPIs/OKRs and track business performance.

3. Team & Operations Leadership

Manage the Customer Service team to deliver excellent client support.
Coordinate operational work across support, contractors, and freelancers
Step in for the MD to manage office operations when required.

4. Finance & Compliance

Support the company budgeting process, ensure accountability.
Maintain oversight of insurance cover, postal services, telephone, and other operational logistics.
Ensure Health & Safety, GDPR, and other legal compliance requirements are met.
Maintain manuals and develop clear operational and procedural documentation.

5. Product

Support platform improvements by documenting requirements and coordinating delivery.
Support bug fixing and issue escalation with technical expertise.
Act as a point of escalation for key clients.

Experience Required

Essential

Hands-on experience running operational systems in a SaaS or platform-based business
Strong technical confidence with CRM, LMS, reporting, and integrations
Experience fixing messy data and undocumented processes
SQL and reporting experience
Proven ability to reduce founder dependency

Preferred

LMS or eLearning platforms
HubSpot workflows and reporting
APIs, webhooks, automation
Retool / Zapier
Multi-platform SaaS environments

Skills & Attributes

Strong communicator, comfortable engaging with stakeholders at all levels.
Fluent spoken and written English.
Proactive, takes initiative, and supports team collaboration.
Able to juggle competing priorities in a fast-paced environment.
Efficient, organised, and detail-oriented record-keeper.
Excellent problem-solving skills and ability to think strategically and operationally.
Skilled in Microsoft Word, Excel, Outlook, SharePoint, CRM systems, and cloud accounting tools.

This is not a people leadership or strategy role. Candidates seeking a Head of Operations or Director position should not apply.

Requirements

Bachelor’s degree or equivalent (preferred).
Right to live and work in the UK; UK residency required.
Ability to commute to West London (role is office-based with hybrid potential).

Schedule

Monday to Friday
9:00am – 5:30pm

Benefits

Comprehensive induction and commitment to ongoing learning and development
Contributory pension scheme
Relaxed work environment
Regular staff social activities
Sick pay
Potential for 1-2 days hybrid working per week after completing probationary period.

Work Location: W4 5PY (potential for hybrid working up to 2 days a week after probationary period)

Please do not apply if unable to commute to West London.

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