Hybrid Head of Business Operations

Posted 3 weeks ago

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About the role

  • Own the strategy, roadmap, and delivery of the HolidayActivities platform, ensuring it meets business objectives and customer needs.
  • Collaborate with stakeholders to align platform development with commercial priorities and market opportunities.
  • Monitor performance and provide data-driven insights to optimise product functionality and adoption.
  • Ensure Salesforce and other core systems are configured for efficiency, scalability, and actionable insights.
  • Identify, implement, and refine processes across Product, Support, and Account Management to improve operational performance and team effectiveness.
  • Lead and mentor multi-disciplinary teams (Product, Support & Account Management), fostering a culture of accountability, collaboration, and continuous improvement.
  • Provide clarity on priorities, goals, and expectations to align team outputs with business objectives.
  • Support onboarding, training, and integration of temporary or seasonal staff to maintain high performance during peak periods.
  • Lead the Account Management function to drive proactive engagement, retention, and satisfaction of existing customers.
  • Identify opportunities for upsell, cross-sell, and expansion of customer relationships.
  • Work closely with Marketing teams to provide product knowledge, insights, and strategies that drive adoption and revenue growth.
  • Manage the Support team to deliver timely, empathetic, and high-quality customer service.
  • Ensure customer feedback and insights are shared with product and commercial teams to inform continuous improvement.

Requirements

  • Proven experience in a leadership role overseeing multi-disciplinary teams, ideally including Product, Account Management, and Customer Support within the SaaS/Tech industry.
  • Ability to set strategic direction for a product or platform, balancing commercial objectives, customer needs, and operational realities.
  • Demonstrable commercial acumen with experience driving customer retention, growth, and revenue through strategic initiatives.
  • Experience collaborating with senior leadership to shape product strategy, roadmap priorities, and go-to-market plans.
  • Strong understanding of SaaS platforms, including product lifecycle management, feature delivery, and operational scalability.
  • Ability to quickly grasp product functionality and provide strategic input, even without a traditional Product Management background.
  • Skilled at interpreting data, KPIs, and customer insights to drive decision-making and optimise product and operational performance.
  • Experience implementing and optimising business systems (e.g., Salesforce or other CRM platforms) to improve efficiency, reporting, and scalability.
  • Experience identifying process gaps, implementing improvements, and ensuring consistent, high-quality outcomes across teams.
  • Proven ability to lead, motivate, and develop high-performing, cross-functional teams in a fast-paced environment.
  • Skilled at providing clarity of priorities, managing competing demands, and ensuring teams are aligned with broader business objectives.
  • Exceptional communication and stakeholder management skills, able to influence across all levels of the organisation.
  • Analytical, data-driven, and comfortable making decisions based on insights from multiple sources.
  • Adaptable, resilient, and able to thrive in a fast-paced and rapidly evolving environment.
  • Strong organisational skills, able to manage multiple projects and priorities simultaneously.
  • Collaborative mindset with the ability to foster a culture of accountability, continuous improvement, and innovation.

Benefits

  • 4-day working week
  • Flexible working schedule/work-from-home opportunities
  • Onsite gym facilities
  • Annual personal and professional development budget
  • Buying and selling holiday scheme
  • Additional holiday for length of service
  • Onsite trained mental health and well-being champions
  • Monthly lunch club (on us)
  • Comprehensive wellness programmes (think meditation retreats and continuous access to well-being apps/initiatives)
  • Enhanced maternity, paternity and adoption benefits
  • Electric car scheme
  • Cycle to Work Scheme
  • Eye examination scheme
  • Financial contribution to the set up of work-from-home environments
  • Use of new and leading technology in the form of Apple products
  • Frequent company-funded social events
  • Office closure between Christmas & New Year
  • Access to continuous learning and development opportunities
  • Comprehensive employee referral scheme
  • Casual Dress Code
  • Enhanced pension payments
  • Retail vouchers
  • Private medical insurance
  • Dental plan

Job title

Head of Business Operations

Job type

Experience level

Lead

Salary

£50,000 - £60,000 per year

Degree requirement

Bachelor's Degree

Location requirements

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