Operations and Technology Manager

We are looking for an Operations & Technology Manager to own and optimise the end-to-end case operations engine across our HMRC and DWP claims pipelines.

You will ensure every case is accurately tracked, progressed, and closed, while continuously improving the CRM, automation, and operational systems that drive performance.

This is a hands-on role sitting at the intersection of operations, technology, and supplier management, reporting to the Operations Director., * Own CRM as the single source of truth across all case pipelines

• Improve data integrity, reporting dashboards, and operational visibility
• Act as CRM product owner: roadmap, backlog, releases, and dev partner management
• Drive automation and AI across case handling and communications
• Manage automated customer communication journeys (email, SMS, post)
• Oversee inbound/outbound mailroom and external operational suppliers
• Build and scale the operations team in line with growth
• Maintain integrations across CRM, payments, SMS/email, and reporting systems

Do you have experience in Team management?, * Experience in high-volume claims or regulated operations environments

• Strong CRM product ownership experience
• Familiar with automation tools, workflows, and ideally AI tooling
• Experience managing external/offshore development teams
• Numerate and comfortable with cost-per-case and operational metrics, * Operations management: 4 years (required)
• CRM Product Ownership : 4 years (required)
• IT management: 4 years (required)
• Team management: 4 years (required)
• High-volume claims : 4 years (required)

Package

• £65,000 base salary
• Up to 30% bonus
• OTE £84,500
• 25 days holiday + bank holidays

If this opportunity sounds interesting today, APPLY today and avoid missing out on this opportunity.

Job Types: Full-time, Permanent

Pay: £65,000.00-£84,500.00 per year

Benefits:

• Company events
• Company pension
• Free parking
• Transport links