Operations Director


What does being an Operations Director at Quill involve?

Quill’s Operations Director will oversee a team of super-efficient, highly organised Production Coordinators, who in turn are responsible for managing large teams of freelancers. You’ll also oversee how teams work together, putting in place and optimising cross-department systems and processes that enable Quill to produce content more effectively and efficiently.

If you ask Deloitte Fast 50 or Santander Breakthrough50, they’d say we’re one of Britain’s most exciting and disruptive businesses. If you ask our team, they’d say we’re a no-politics, people-first company where exceptionally smart individuals get the chance to have their voice heard and potential fulfilled (then pushed that extra bit more).

And if you ask our clients, they’d say we’re the content production partner they rely on to create high-quality editorial, video and images to drive online sales.

Your skills

  • Continuous improvement / process optimisation
    • Documenting and updating Quill’s core cross-department process documentation, ensuring they are followed by all staff.
    • Collating, tracking and analysing operational KPIs and metrics.
    • Identifying inefficiencies, opportunities and skills gaps and designing and implementing initiatives to address these, without compromising on client / staff / freelancer happiness.
    • Utilising change management principles to ensure changes are embedded and sustained.
  • Operations capacity / company resource forecasting
    • Overseeing capacity planning across teams.
    • Analysing timesheet data in order to forecast future hiring needs.
  • Direct line management
    • Managing and developing a team of Production Coordinators who are in turn responsible for managing large freelance teams on content projects.
    • Interviewing and hiring talent within your team, selling Quill as an employer of choice.
  • Project management support
    • Designing and implementing a best-practice approach for how your team: shortlist/screens freelancers for projects, manages translation projects, creates production schedules, manages freelancer availability, and manages freelancer payments. Continuously optimising this process for maximum efficiency and automation.
    • Assigning Production resources to projects, ensuring the right skills with the right capacity is in place for each project.
    • Acting as an escalation point for your team as required.

About you

Your experience:

  • Implementing efficiencies, tools, structures within a fast-paced, early-stage business.
  • Designing and implementing process and technology improvements across multiple departments.
  • Scoping, planning, and running large projects, ideally high-volume, multi-language content projects.
  • Resource and capacity planning.
  • Reporting on data / KPIs / metrics.

Emotionally intelligent – you know how to listen, observe and dig beneath the surface when talking with colleagues and staff. You use these skills to quickly resolve issues and bring out the best in people.

Analytical – you can collect, visualise and analyse data. You use this data to identify problems and and solve them in the most effective way.

Strategic – you see the bigger picture and look to the future. You design and implement smart, effective and scalable solutions.

Resourceful – you put out fires, you bring order when there’s chaos and you find incredibly innovative solutions to problems.

Organised, efficient, and resilient – you can effortlessly oversee multiple projects and you are the glue that keeps everyone focused and on track.

Incredible project scoping – you take a requirement and break it down into a subset of project phases and tasks. Using spreadsheets you can produce costs and times for each task, listing all assumptions, risks and internal requirements. You can teach others how to do this.

Confident communicator – you are clear, concise and diplomatic.

Influential – your team and other teams look up to you, and you have the gravitas to champion your department and get buy-in when implementing new initiatives.

Why should I join Quill?

Like most startups, we talk a lot about our culture. But for us, culture isn’t just words on a wall. It’s part of our recruitment process, our personal development plans and our day-to-day.

If any of this sounds like you, you’re looking for a spot on the right team:

  • Your integrity isn’t for sale. You’re a what you see is what you get type of person who’s honest about their strengths and development areas
  • You don’t settle for second best. It really, really matters to you that everything you do is excellent. And you don’t shy away from empowering your colleagues to share those standards.
  • 10 minutes with nothing to do feels like an hour for you. You’re smart, energetic and driven, so you’re at your best when everything’s a little hectic.
  • You don’t like going through the motions or blindly following instructions. You leap into complex situations that don’t have an easy answer and relish the challenge of coming up with one.
  • The idea of a fixed ‘remit’ doesn’t appeal to you. Neither does waiting three years to get a promotion you earned two years ago. You think and act beyond your role.
  • You’re a fundamentally kind, respectful person, searching for a place filled with similarly kind, respectful people.

What are the benefits?

On top of joining the Quill family and all the benefits that come with that, you’ll also get:

  • 25 holiday days per year plus UK bank holidays
  • A contributory pension
  • Our Summer Away Day (no stuffy meeting rooms in sight)
  • Monthly socials and lunches/breakfasts
  • Fortnightly Inspire Lunches – past lunches have included how the CEO manages his wellbeing, what today’s most disruptive businesses have in common and a crash course in Russian
  • A significant amount of time, expertise and attention put into your personal development, plus an unusually broad scope for rapid career progression

Get in touch with the team

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