SENIOR OPERATIONS MANAGER (15 MONTH FTC / MATERNITY COVER)

LONDON, UK

Hybrid Working - 3 days in the office per week. We operate a Fix + Flex model, with Wednesdays and Thursdays as our two Fix Days, when everyone is in the office, and the third day is Flex for you - either Monday, Tuesday, or Friday.

A benchmarked salary between £54,000 and £60,480 based on your level within our progression framework. 

WHO WE ARE
We are Born Social, a social-first creative agency that brings brand building into the social era. We have a track record of delivering transformation for iconic brands like Guinness, Ford, and Barclays, led by our team of social natives and brand experts, underpinned by technology.

Backed by the strength of a brilliant business that's proudly B-Corp certified, we're consistently recognised as one of the best places to work.

We're looking for a Senior Operations Manager to join us on a fixed-term basis, covering key responsibilities across our Operations team during maternity leave. This role sits at the heart of the agency, partnering with Client Services, Business Development, Finance and department leaders to ensure our people, pipeline and resources are working seamlessly together.

You'll play a critical role in forecasting demand, allocating opportunities, managing resource to help drive strong commercial performance across the business.

Please note: Internal candidates may be considered for this position as part of the selection process, in line with our commitment to transparent and fair recruitment.

WHAT YOU'LL BE DOING

• Owning resourcing the agency's global pipeline, working with Client Services to ensure opportunities are accurately forecast, scheduled and allocated to the right teams and individuals, supporting agency growth through effective resourcing.

• Leading weekly pipeline meetings, driving visibility, accountability and proactive planning across Client Services and Operations.

• Managing agency-wide holiday approvals and resource cover planning, balancing commercial needs with team wellbeing.

• Working with Operations to troubleshoot resource challenges, identifying solutions quickly and ensuring work is delivered effectively across the agency.

• Overseeing Contractor and Croudie engagement, approvals and utilisation, ensuring external resource is used strategically and efficiently.

• Representing Operations in monthly profitability meetings, providing operational insight and recommendations to improve recovery and commercial performance.

• Supporting monthly agency reporting, maintaining accurate operational data and providing clear visibility of resource and pipeline health.

• Building strong relationships with department leads and acting as a trusted operational partner across the business.

• Identifying opportunities to improve operational efficiency through process improvement, automation and AI-enabled planning tools.

WHO WE'RE LOOKING FOR

• Brilliantly collaborative: you're comfortable working with people at all levels of an organisation and naturally build trust and credibility. You know how to influence decisions, facilitate discussions and bring people together around solutions.

• Commercially minded: you understand how agency commercials operate and enjoy balancing resource, recovery and profitability to drive better business outcomes.

• A natural problem solver: you thrive when navigating complexity, spotting risks before they become issues and finding practical solutions.

• Data confident: you're comfortable working with operational data, forecasting demand and using insights to inform decisions.

• Calm under pressure: you can manage competing priorities and changing demands without losing focus or momentum.

• Curious about AI: you're excited by the role automation, systems and AI can play in improving operational efficiency and effectiveness.

• Pride in your work: you care deeply about quality, accuracy and delivering excellent outcomes for both your colleagues and clients.

NO GRIT NO PEARL

No Grit No Pearl is our creative mantra – a single-minded statement of intent that defines how we get to great work and the standard we hold ourselves to.  Because we believe the best work isn't formed instantly, they're shaped through commitment, care, and perseverance. Grit isn’t about grind - it’s about staying curious, pushing ideas, and appreciating the process to reach the Pearl - work we’re proud of, created to the highest standard that makes a lasting impact.

VALUES

Our values aim to pinpoint the magic ingredients for us at our best. We look for people who share our values and can add to our culture. 

⚡️ See Challenge as Opportunity... is about our attitude and to be very clear, this is not a value of optimism, nor is it about loving every challenge.

⚡️ Say It Simply... is how we communicate. Think of the basic rules of communication - honest, clear, confident.

⚡️ Do What You Say... is the crux of our reputation and longevity. When you join Born Social, our trust is fully given. It is yours to lose. 

⚡️ Make Each Other Better... is about our culture of collaboration and commitment to development. We are only as good as the people around us so we all take responsibility for developing each other, as well as ourselves.

⚡️ Consciously Contribute...is bigger than all the others.  It ensures we grow right. It broadens our focus beyond Born Social and cements our commitment to doing what’s just, not what’s easy or immediately self-serving.  

BORN SOCIAL 🤝 CROUD

Born Social is proud to be part of Croud. Together we are a global, full service media, creative and data agency. We operate as a unique scaled network of Intelligent, Creative Specialists, enabling us to deliver superior brand outcomes and unlock potential for our people, our clients and our communities.

EVERYONE'S WELCOME

We celebrate different ideas, perspectives, and backgrounds here at Born Social. As an equal opportunities employer, we believe in the power of an inclusive and representative team. We welcome applications regardless of race, religion or belief, sex, gender identity, sexual orientation, age, political affiliation, family, or parental status. We don’t simply comply with the Equality Act, we go further and take pride in building a stronger and more creative work environment, committed to inclusion, diversity, and representation.

A DAY IN THE LIFE WITH US

We've partnered with Day of Wrk to show you what daily life is like in some of our most popular job roles. Visit their site to see content from some of our team including Social Media Managers, Motion Designer & Account Managers.