Operations Manager

About the Role Working hours: Monday - Friday 9.00am - 5.00pm Location: Accrington (on-site) Salary circa £43,000 (plus on call bonus) The Operations Manager is responsible for the sustained performance, capability, governance and continuous improvement of an operational area, ensuring excellent customer outcomes, operational efficiency and long term service delivery performance. You will lead a team of Duty Managers and Team Leaders, providing strategic and operational leadership across your area of responsibility. This role is accountable for overall operational performance over time, ensuring customer, service and business objectives are consistently achieved. You will oversee operational standards, workforce planning, performance management, service improvements and customer delivery, ensuring the operation remains resilient, scalable and capable of supporting business growth. The role combines operational leadership, customer service excellence, performance management, stakeholder engagement and continuous improvement, making it ideal for a strong people leader who enjoys developing teams and driving long term operational success. What Success Looks Like

• Customer service standards, operational KPIs and contractual commitments are consistently achieved.
• Operational performance is monitored, managed and continuously improved.
• Service failures, operational risks and recurring issues are identified and addressed effectively.
• Operational controls, processes and governance standards are consistently applied.
• Duty Managers and Team Leaders are engaged, capable and performing effectively.
• Workforce planning supports operational resilience, service delivery and future growth.
• Customers, suppliers and stakeholders have confidence in the operation and its performance.
• Operational improvement initiatives deliver measurable benefits in service, quality and efficiency.
• Employee engagement, capability and retention contribute to a high performing operation. Core Responsibilities Operational Performance & Service Delivery
• Own sustained operational performance against customer, service and internal KPIs.
• Monitor operational trends, service levels and customer outcomes across the operational area.
• Ensure operational targets and contractual commitments are consistently achieved.
• Lead performance reviews and implement corrective actions where required.
• Maintain oversight of operational quality, efficiency and customer service delivery.
• Ensure service delivery remains aligned to business objectives and customer expectations. Operational Control & Governance
• Own operational standards, controls, policies and ways of working.
• Ensure processes are applied consistently across teams and operational functions.
• Monitor service failures, operational risks and compliance requirements.
• Review recurring issues and implement sustainable corrective actions.
• Ensure operational governance and reporting requirements are maintained.
• Drive a culture of accountability, quality and operational excellence. Leadership, Capability & Workforce Planning
• Lead, develop and support Duty Managers, Team Leaders and operational colleagues.
• Create a high performing and customer focused operational culture.
• Ensure appropriate workforce planning, resource allocation and operational resilience.
• Manage performance, conduct and capability issues where management intervention is required.
• Support succession planning and future leadership development.
• Ensure onboarding, training and development programmes meet operational needs. Continuous Improvement & Change
• Lead continuous improvement initiatives across the operational area.
• Identify opportunities to improve service delivery, efficiency and operational controls.
• Support the implementation of new processes, technologies and ways of working.
• Drive operational excellence through innovation and best practice.
• Monitor the effectiveness of improvement initiatives and embed successful changes.
• Support business transformation and operational change programmes. Customer, Supplier & Stakeholder Management
• Build and maintain effective relationships with customers, suppliers and key stakeholders.
• Act as a senior operational contact for customer and supplier escalations.
• Support customer reviews, operational meetings and service performance discussions.
• Collaborate with internal departments to improve service delivery and business outcomes.
• Ensure customer feedback is acted upon and improvements are implemented where required.
• Promote a ‘customer first' culture across the operation. Reporting, Insight & Risk Management
• Analyse operational performance, service trends and customer outcomes.
• Produce reporting, management information and recommendations for senior stakeholders.
• Identify operational risks and implement mitigation strategies.
• Provide performance updates and operational insight to the Head of Operations.
• Use data and analysis to support decision-making and operational improvement.
• Ensure operational decisions are informed by accurate and meaningful performance information. Mobilisation & Operational Readiness
• Support new customer mobilisations, contract implementations and operational change activities.
• Ensure operational readiness for new services, contracts and business requirements.
• Coordinate resources, training and operational capabilities to support growth.
• Work closely with Programme, Commercial and Supply teams on implementation activities.
• Support smooth transitions from mobilisation into business-as-usual delivery.
• Ensure new operational requirements are embedded successfully within the team. About You You are a highly organised and proactive operational leader with a strong track record of developing people, improving performance, and delivering excellent customer outcomes. You understand how to balance customer expectations, operational priorities and business objectives while creating a positive, engaged and high performing culture. A confident and credible leader, you are passionate about coaching and developing managers, building leadership capability, and empowering teams to achieve their full potential. With a structured and forward thinking approach, you plan effectively, anticipate challenges and take action before issues arise. You use data and performance insights to identify opportunities, drive accountability, and implement sustainable improvements that enhance both operational effectiveness and employee engagement. Whether leading performance reviews, supporting managers with people matters, engaging stakeholders or delivering change initiatives, you bring clarity, organisation and strong leadership to every situation. You thrive in fast paced service environments where success is driven by proactive leadership, strong people management, continuous improvement and an unwavering commitment to delivering exceptional customer experiences. Your Expertise
• Significant experience in Operations Management, Service Delivery or Customer Operations leadership roles.
• Proven experience leading large operational teams through managers and supervisors.
• Strong customer service and operational performance management capability.
• Experience managing KPIs, SLAs and contractual service standards.
• Demonstrated success improving operational efficiency, quality and customer outcomes.
• Strong people leadership, coaching and performance management skills.
• Experience leading workforce planning, resource management and operational resilience activities.
• Ability to analyse operational data and identify improvement opportunities.
• Excellent stakeholder management and communication skills.
• Experience managing operational risk, governance and compliance requirements.
• Strong change management and continuous improvement capability.
• Experience within travel, transport, logistics, aviation, mobility or service-led industries would be advantageous. About CMAC Group We're on a mission to keep the world moving - wherever, whenever people need it. We believe disruption shouldn't stop people in their tracks. From delayed flights to complex transport challenges, we make the complicated simple - getting people where they need to be safely and seamlessly. Since 2007, we've built a technology-led platform connecting clients to a trusted global network, moving over 5 million passengers every year across the UK, Europe and beyond We partner with airlines, rail providers, major corporations and emergency services, delivering 24/7 solutions through our family of brands when it matters most, with the scale and flexibility to handle even the most time critical journeys. We're not just moving people - we're solving real world problems, creating calm in disruption and delivering exceptional service when it matters most. CMAC Group actively promotes equality, diversity and inclusion (EDI). EDI is extremely important to us and we work hard to ensure that everyone connected with CMAC - whether employees, customers, Board Members, suppliers, or partners - has genuine and equal opportunities to participate in our organisation. We welcome and support people of all backgrounds and identities, regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. Our aim is to create an environment where everyone's rights, dignity, and individuality are respected. We value the unique contribution each person brings to our team and business, and we are committed to building an environment where everyone feels included and able to thrive.