Job Description

Job Title:

Manager, Ops Enablement & Transformation

Department:

Global Customer Operations

Location:

Sheffield

Working Pattern:

Hybrid, includes 3 days each week in the office

Contract Type:

Full time, permanent

Salary:

Up to 55,000 per annum



At Tes we are on a mission to power schools and enable great teaching worldwide, by delivering EdTech solutions that give educators the tools to succeed. From safeguarding and compliance to staff and pupil management, our innovative and flexible software and services help teachers and school leaders worldwide to provide the best education to millions of children.



With more than 13 million educators in our community, combined with our working relationships with 25,000 schools in over 100 countries, we have been making a difference for over 100 years.

Team Purpose:

The Ops Enablement team exists to make UK Operations more effective, scalable, and customer-centric. We do this by:

Embedding culture and capability - building high-trust, high-accountability ways of working. Enabling people with the right tools and processes - simplifying workflows, improving systems, and creating transparency through metrics. Driving transformation programs - coordinating change across Support, Customer Experience, and Success so the organisation can scale with confidence. Enabling Customer Success - leading high performing teams to ensure that value is being delivered to our customers via our products and services

In short:

we make it easier for our people to do their best work, and ensure our customers experience Tes at its best.



Role overview

The Manager, Ops Enablement & Transformation is a key leader in the Tes Customer Operations team, responsible for driving operational uplift across people, process, and digital systems. This role will coordinate transformation initiatives, embed a culture of high performance, and ensure operational readiness for scale. It is both strategic and hands-on, with a mandate to deliver measurable improvements in efficiency, culture, and customer experience.

This role will also be responsible for the day-to-day management of a range of in-life support activities, through a team, managing inbound/outbound contact from our customers across multiple products and services.



Key Responsibilities

Change Leadership - Drive transformation programs (e.g., test and learn pilots, operating model rollout, system integrations) across Ops, ensuring adoption and measurable outcomes. People & Culture Uplift - Partner with functional leaders to embed accountability, Radical Candor feedback practices, and customer-first behaviours. Operational Excellence - Lead process improvement, workflow redesign, and service efficiency initiatives using data-driven methodologies (Lean/Six Sigma mindset). Digital Transformation - Partner with Product, Technology, and Engineering to align systems and tools (Freshdesk, Salesforce, Jira, etc.) to enable consistent operational delivery. Metrics & Performance - Design and maintain dashboards that track SLA adherence, customer satisfaction, backlog health, and other operational KPIs. Programme & Governance - Establish cadence of cross-functional stand-ups, reviews, and retrospectives to embed rhythm and accountability. Compliance & Data - Take ownership and accountability for data compliance to ensure global adherence (GDPR, PDPA, Etc.).

What will you need to succeed?

Experience

Proven track record (5+ years) leading transformation and/or operational excellence programs, preferably within a SaaS environment. Experience in managing customer operations, customer success, or professional services activities. Strong background in driving cultural and behavioural change within teams. Exposure to digital transformation and SaaS/tech-enabled environments. Comfortable engaging with senior stakeholders, influencing across functions.

Skills

Strong stakeholder management and influencing skills. Ability to translate strategy into practical action and measurable outcomes. Ability to manage multiple tasks and priorities simultaneously. Analysis of Data and ability to translate into measurable actions. Change management principles and frameworks (e.g., Kotter, Prosci). Continuous improvement methodologies (Lean, Six Sigma). Metrics and dashboards to drive operational decision-making. Understanding of SaaS operations, customer support, or service environments.

Knowledge

Familiarity with triage, software debugging, system integration, and configuration management. Understanding of support operations, SLA management, and customer satisfaction metrics

What do you get in return?

25 days annual leave rising to 30 5% pension after probation State of the art offices Access to a range of benefits via My Benefits World Free eye care cover Life Assurance Cycle to Work Scheme EAP (Employee assistance programme) Quarterly Tes Socials Access to an extensive Learning and Development menu

Who are Tes?

Tes is a global Edtech leader, on a mission to empower schools and educators to deliver impactful, inspiring learning experiences worldwide. We understand the unique challenges faced by schools, and our ecosystem is specifically designed to address these needs head-on.



Our intuitive technology streamlines complex tasks, enhances learning experiences, and alleviates the administrative burdens that often overwhelm schools.



By working closely with schools, we provide up-to-date resources, expert guidance, and a technology ecosystem dedicated to innovation and excellence in education. Whether simplifying administrative workflows, creating dynamic classrooms, or advancing professional development, Tes is the trusted partner for schools worldwide.



Join the hundreds of schools already benefiting from the Tes ecosystem. Together, we empower educators to achieve more, ensuring every student thrives in a supportive, well-managed learning environment.



With Tes, excellence in education is not just a goal - it's a sustainable and rewarding reality. For more information about Tes, our products, and our team, visit: www.tes.com.