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Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!\nOperations Manager\nPurpose of the role\nThe role exists to deliver contracted service levels across several accounts at once while expanding each account's value to Acquire Intelligence. The successful candidate combines contact centre operational discipline with a sales leader's focus on conversion, pipeline and revenue.\nThe Operations Manager is the primary operational contact for each client, owns account health and margin, and builds a small team that performs above target and is ready to scale when a client adds volume or new lines of business.\nKey responsibilities\nMulti-account operations\nRun day-to-day delivery across several client accounts concurrently, meeting contracted SLAs and KPIs on each\nBalance priorities, staffing and escalations across accounts without one account's demands degrading another\nOwn account P&L inputs: utilisation, occupancy, attrition and billable hours\nMaintain process documentation, knowledge bases and quality frameworks for each account\nSales performance and revenue growth\nOwn sales targets on outbound and inbound sales programs, including conversion, revenue per agent and campaign ROI\nDesign and refine sales scripts, offers, objection handling and call flows with the client\nIdentify upsell, cross-sell and scope expansion opportunities within existing accounts and build the business case for each\nSupport new client onboarding and solution design with the Senior Director and commercial team\nTeam leadership and development\nLead, coach and develop a small team of Team Leaders and agents to consistently exceed target\nRun daily huddles, weekly performance reviews and structured one-to-one coaching\nBuild a succession bench so the team can scale when accounts grow\nManage recruitment, performance management and recognition in line with HR policy\nClient management and reporting\nAct as the primary operational contact for each client, leading weekly and monthly business reviews\nDeliver accurate, timely performance reporting with clear commentary and actions\nManage escalations, contract variations and change requests with the client\nWorkforce planning and analytics\nWork with WFM on forecasting, 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