Operations Lead

February 2

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UENI Ltd

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UENI empowers small businesses. We build them unique websites and provide the tools they need to succeed online.

digital marketing • technology • social media • small business • local business

51 - 200

Description

• Collaborate with the Growth team to define, implement, and monitor new processes and initiatives to optimize the success of our Growth Plan • Drive operational change to improve the onboarding, engagement and retention of Growth customers • Utilise Planhat CSM to effectively roll out and monitor the operational initiatives, ensuring seamless coordination with the Product Manager to create playbooks, automation, and reports • Train the Growth Team to use the CSM to improve their workflows and customer service • Handle administrative tasks including reconciling working hours and invoices, planning and implementing agent schedules on Calendly • Optimise team calendars for Growth Calls, including rescheduling, reassignments, and planning for holidays and unexpected absences, ensuring uninterrupted service

Requirements

• Proven experience in managing operations for teams of 10+ people • Solid background in implementing, documenting, training, and rolling out processes • Demonstrated ability to improve the efficiency of team operations and commercial results • Experience with customer engagement and retention • Proficiency in spreadsheets, CRMs, and CSMs • Excellent communicator in English (written and spoken) • Self-motivated with the ability to initiate tasks and work independently • Data-driven approach with strong analytical skills • Excellent problem-solving skills, capable of working autonomously and addressing issues with minimal reliance on other teams • Great team player (no drama) • Experience in a coaching or mentoring role • Familiarity with project management methodologies and project management tools • Ability to thrive in a fast-paced and dynamic environment

Benefits

• N/A