Operations Manager

This role is responsible for the end-to-end operational delivery of localisation production across the business. It will provide day-to-day oversight of all work in progress, ensuring that resources, workflows, and priorities are aligned to deliver high-quality output for global clients, on time and at scale.

The role acts as a key link between Operations, Client Services, and Technology, ensuring that we are working efficiently, maximising capacity, and continually improving how we deliver work.

Key Responsibilities

Production & Delivery Oversight

• Own the day-to-day production delivery of localisation work, ensuring smooth workflows, on-time delivery, and consistently high quality across all departments
• Maintain clear visibility of all active workstreams, proactively managing risks, bottlenecks, and competing priorities
• Act as the senior escalation point for operational and production issues, ensuring timely resolution and minimal impact on delivery or client experience
• Ensure strong alignment between Client Services and Operations, with clear communication of priorities, deadlines, and delivery expectations

Resource & Capacity Management

• Ensure the business has the right level of resource in place at all times to meet demand, across both permanent teams and freelance/contract support
• Lead resource planning across all localisation teams, shifts, and geographies to optimise utilisation and maintain delivery resilience
• Work closely with team leads and Head of Departments to balance workload, manage peaks, and maintain sustainable capacity during high-demand periods
• Oversee recruitment, on boarding, and training of new staff and freelancers to ensure readiness and capability from day one

Client Services Partnership

• Act as a trusted partner to Client Services, providing expert guidance on technical production queries and helping shape practical, deliverable client solutions
• Support the onboarding of new business by defining workflows, identifying resource requirements, and ensuring operational readiness
• Collaborate on planning for new clients, territories, and service lines, ensuring a smooth transition into production

Workflow, Efficiency & Technology

• Work closely with the Director of Technology to continually refine and improve production workflows
• Drive the adoption of automation and system-driven solutions to reduce manual processes, improve efficiency, and support scale-able delivery
• Identify, evaluate, and implement opportunities for new workflows, tools, and technologies that enhance productivity and quality
• Ensure production hardware and software environments are optimised in collaboration with Technology leadership

Operational Excellence & Standards

• Ensure all internal production workflows, policies, and security procedures are up to date, clearly defined, and consistently followed
• Drive best practice across teams, ensuring high standards in training, cross-training, and knowledge sharing
• Build a culture of continuous improvement, where teams proactively identify and address inefficiencies

Leadership & Management

• Line management of the Senior Technical Operations Account Managers, providing clear direction, support, and accountability
• Ensure Senior Technical Operations Account Managers are effectively managing their teams, including performance, training, and development
• Promote strong communication, collaboration, and consistency across teams and locations
• Report into the Director of Operations on delivery performance, risks, and operational effectiveness

Reporting & Commercial Awareness

• Own resource and capacity reporting, providing clear insight into utilisation, gaps, and upcoming demand
• Contribute to budget management, ensuring resource decisions balance cost control with delivery quality and reliability
• Provide data-driven recommendations to improve efficiency, workforce planning, and overall operational performance