Operational Efficiency Manager

Location: Hybrid working, with 3 days a week in the VHQ, Crawley

Hours: Full time, 37.5 hours per week, Monday to Friday

Contract type: Permanent

Closing date: Sunday, 15th March 2026

At Virgin Atlantic Airways, we believe that everyone can take on the world, and it’s our vision to become the most loved travel company. Within Virgin Atlantic Holidays, we’re focused on building efficient, scalable and future-fit operations that support great customer experiences and sustainable commercial performance.

As Manager – Operational Efficiency, reporting to the Senior Manager – Technical Operations & Overseas, you’ll be responsible for transforming operational and administrative processes across Virgin Atlantic Holidays. You’ll lead the journey from manual activity to streamlined and increasingly automated ways of working.

In the short to mid term, you’ll oversee outsourced operational support to ensure consistency and accuracy, while designing and delivering longer-term automation and efficiency solutions that create a scalable operating model.

• Map, analyse and re-engineer operational and administrative processes across Virgin Atlantic Holidays
• Identify inefficiencies and bottlenecks, delivering practical short-term improvements and longer-term automation
• Lead the development and deployment of automation tools in partnership with Technology, Data and Product teams
• Establish and track KPIs to measure process performance, accuracy and efficiency gains
• Manage performance of outsourced operational support teams against agreed SLAs and quality measures
• Design transition plans from manual or outsourced activity to automated solutions
• Work cross-functionally with Finance, Customer Experience, Commercial, Product and Operations to align priorities
• Embed a culture of continuous improvement, documentation and operational governance

We’re looking for a process-focused leader with strong delivery capability and a passion for improving how work gets done.

• Proven experience in operational improvement, process automation or business transformation
• Strong understanding of process mapping and automation tools
• Experience managing outsourced or remote operational teams
• Data-driven approach with strong analytical and problem-solving skills
• Confident stakeholder manager, able to influence across functions and seniority levels
• Strong project management skills with the ability to balance quick wins and longer-term change

If this sounds like the right next step for you, we’d love to hear from you.

Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive.

So that everyone at Virgin Atlantic can be themselves and know they belong.

To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help ..."

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more?