Implementation​/Operations Manager

Implementation/Ops Manager - £50-£60k – Gillingham, Kent – Full time Our client are looking for an experienced Implementation/Ops Manager to help operational improvements, implement new technology and support the customer operations development. We are looking for a motivated, commercially minded individual with operational experience and a passion for continuous improvement.

Key Responsibilities Lead and improve day-to-day operations across Sales, Finance and After Sales contact centre functions. Bring previously separate teams together to establish a consistent and effective operating model. Lead the implementation of new contact centre technology, AI and automation, ensuring systems are configured effectively and adopted by frontline teams. Design and optimise IVR journeys and call-routing systems to help customers reach the right team quickly and efficiently.

Develop and maintain a high-quality knowledge base to support colleagues, self-service and AI-powered tools. Improve the quality, accuracy and structure of customer data to enhance reporting, personalisation and automation. Identify operational inefficiencies and implement process improvements to enhance customer experience, performance and cost-to-serve. Support and develop Contact Centre Managers, helping them lead and manage dispersed frontline teams effectively. Establish clear expectations around performance, quality, service delivery and accountability.

Promote a culture of continuous improvement, encouraging colleagues to identify problems, share ideas and implement new ways of working. Establish, monitor and analyse key performance indicators (KPIs), including service levels, quality, conversion and cost-to-serve. Use operational data to identify root causes, resolve issues and drive informed decision-making. Work closely with Sales, Finance, Support and senior stakeholders to deliver operational improvements and successful implementations.

Manage operational change projects, ensuring new processes and systems are introduced effectively��and deliver the intended benefits. Support wider transformation initiatives while maintaining strong day-to-day operational performance. About You You will have experience in operations management, implementation, business improvement or a similar environment, with a proven ability to introduce new systems, improve processes and deliver operational change. You will be practical, analytical and commercially aware, with the confidence to manage projects, engage stakeholders and ensure that new processes and technologies deliver tangible results.

You will be comfortable balancing implementation projects with day-to-day operational responsibilities and understand the importance of gaining buy-in from teams to ensure lasting improvements.

Experience:

Experience managing operational teams or customer operations across multiple functions. Proven experience implementing new systems, technology, AI solutions or automation. Understanding of contact centre technology, IVR journeys and call-routing systems. Experience developing knowledge bases, self-service platforms and/or AI-supported tools. Strong understanding of customer data, reporting and performance analysis. Experience managing operational change, process improvement and implementation projects. Ability to support and develop managers and lead multi-site or geographically dispersed teams.

Experience working closely with Sales, Customer Service, Finance or other operational functions. Ability to use KPIs, service-level agreements (SLAs) and performance data to identify opportunities and measure success. Strong organisational and project management skills, with the ability to manage multiple priorities. Excellent communication and…