Senior Operations Manager

This is a data-led leadership role for someone who thrives on turning complex operational data into clear commercial outcomes. We’re looking for a Senior Operations Manager who is as comfortable in SQL and dashboards as they are leading teams and shaping strategy.
 
The role
You’ll lead multiple critical operational teams — Admin & Appeals, Analysis, Faults and Data — owning the end-to-end ticketing lifecycle from data capture through to dispute resolution. This role sits at the intersection of operations, data, and transformation, with real influence at senior leadership level.
 
Key responsibilities

• Lead and develop high-performing operational and analytical teams across the full Ticketing lifecycle.
• Take full accountability for operational delivery, compliance, and performance against monthly business targets.
• Define, own, and deliver company-wide KPIs, revenue targets, and performance metrics in partnership with senior leadership.
• Build and maintain robust forecasting and performance models, using advanced Excel, SQL, and Power BI to predict volumes, resource needs, and financial impact.
• Act as a key driver in technology and systems transformation, ensuring operational workflows are optimised and scalable.
• Produce clear, insightful board-level reporting, translating complex data into actionable commercial strategy.

 
What we’re looking for

• Proven leadership experience in a ticketing, collections, enforcement, or similarly data-intensive operational environment.
• Strong SQL capability — you should be comfortable querying data, validating performance metrics, and supporting decision-making directly from source data.
• Highly data-driven, with a track record of improving performance through insight, analysis, and automation.
• Experience working closely with senior stakeholders and presenting to executive and investor audiences.
• Confident leading change in fast-moving, performance-focused environments.

 
Why join
This is an opportunity to take ownership of a mission-critical, data-heavy operation within a growing organisation that values insight, accountability, and continuous improvement. You’ll have real influence, autonomy, and the chance to shape how data drives operational success.
 
If you’re a hands-on, data-focused leader who understands SQL and enjoys operating at both strategic and operational levels, we’d love to hear from you.
 
Please share your CV – matt@cactussearch.co.uk