Operations Manager-Digital & Business Process excellence
| Job Type | Permanent |
| Area | London (East, City & Docklands), South |
| Sector | IT/Technology |
| Salary | £45000-55000 |
| Start Date | ASAP |
| Advertiser | EllisKnight International |
| Job Ref | 4571 |
| Job Views | 6 |
- Description
Operations Manager – Digital & Business Performance
Central London (hybrid, min. 3 days in office) · Full-time · Reports to COORole overview
You will own and improve how the business runs day to day – from digital customer journeys and internal workflows to data, reporting and tools. You will be the HubSpot lead, work closely with the COO and leadership team, and help build scalable, data-driven operations.
Key responsibilities
- Design and optimise end-to-end workflows linking the digital front-end (portal/app) with internal systems, reducing manual work and errors.
- Map and improve cross-functional processes across Sales, Marketing, Customer Success, IT, Finance and partners.
- Define and track key KPIs (e.g. response times, onboarding, NPS/CSAT, errors, conversions, renewals) and drive continuous improvement.
- Act as HubSpot superuser: own configuration, workflows, automations, dashboards and data quality; integrate with other systems.
- Champion digital customer journeys and UX, using data and feedback to simplify self-serve and reduce friction.
- Lead process improvement projects, root-cause analysis, and document clear processes, playbooks and SOPs.
- Support the COO and leadership team with dashboards, analysis and cross-functional projects.
What you’ll bring
- Experience in operations, business operations, process improvement or digital transformation in a fast-paced environment.
- Advanced HubSpot (or similar B2B CRM/automation) experience.
- Proven record of improving processes and customer outcomes.
- Strong data and Excel skills, able to structure, analyse and use data for decisions.
- Comfortable mapping complex workflows and simplifying them.
- Tech-savvy, quick to learn new tools, and able to coach others.
- Strong stakeholder, communication and influencing skills; high accuracy and accountability.
Desirable: experience in insurance/financial services, portal/app-based journeys and UX/UI, API integrations, and scaling or early-stage businesses.
Mindset
- Commercial, analytical, technically minded.
- Hands-on, practical, and strategic.
- Curious, improvement-focused, calm under pressure, collaborative and ambitious to grow into senior leadership.
