Business Operations Manager

Online Marketing Surgery Ltd; Cannock; On-site; GBP 60,000 - 80,000; Full time

Job summary

A digital marketing agency located in Cannock, UK, is seeking an Operations Manager/Practice Manager to ensure smooth daily operations and high service delivery standards. In this leadership role, you will oversee various teams, manage workflows, and directly contribute to a culture of accountability and professionalism. You must have experience in operations and strong organizational skills, with a passion for quality outcomes. The position offers significant influence in shaping agency practices and a supportive work environment.

Benefits

30 days paid holiday per year

Opportunity for career progression

Team events

Qualifications

• Experience in an operations, practice management, account director, or senior project management role.
• Strong organizational and leadership skills.
• Ability to manage people and priorities confidently.

Responsibilities

• Oversee daily operations across various services.
• Own the client lifecycle from onboarding to offboarding.
• Improve internal processes and systems for efficiency.

Skills

Leadership

Organizational skills

Accountability

Client communication

Problem-solving

Education

Experience in operations or project management

Experience in a digital marketing agency

Job description

We’re a comprehensive agency, managing all aspects in-house to ensure lasting growth for our business partners and clients.

Sorry, we don’t collaborate with recruitment agencies.

About Us

At OMS (Online Marketing Surgery), we’re not your typical digital marketing agency.

We help businesses grow by getting them more customers, more leads, more sales, and more revenue and we do it properly. Founded in 2009, OMS is an established, SEO-led growth agency working with ambitious businesses across the UK.

We operate more like consultants than a traditional agency. We care about outcomes, accountability, and long-term growth not vanity metrics or box-ticking exercises.

As the business continues to grow, we’re now looking for Operations Manager/ Practice Manager to help us scale with structure, clarity, and control.

The Role

As Operations Manager/ Practice Manager you’ll play a critical leadership role within OMS.

This role sits at the heart of the business and exists to ensure that day-to-day operations run smoothly, efficiently, and consistently, without everything relying on the founder.

You’ll oversee delivery across all services, support the team, manage workflows, and make sure what we promise clients is delivered on time and to a high standard. This is not a service delivery role. It’s a leadership, accountability, and operations role.

Key Responsibilities

Operations & Delivery Management

• Oversee the day-to-day running of the agency across SEO, PPC, Digital PR, web development, and social.
• Ensure work is allocated clearly and fairly across the team.
• Monitor workloads, utilisation, and capacity to prevent burnout or underperformance.
• Ensure deadlines are met and delivery standards are upheld.

Client Experience & Lifecycle

• Own the client lifecycle from onboarding through to delivery and offboarding.
• Ensure client expectations align with what has been sold.
• Act as an escalation point where required.
• Help ensure OMS is seen as organised, proactive, and professional at all times.

Process, Systems & Standards

• Own and improve internal processes and systems.
• Ensure “how we do things” at OMS is clearly documented and followed.
• Identify inefficiencies and implement improvements.
• Maintain high standards of quality and accountability across the business.
• Be the first point of contact for day-to-day team questions.
• Support team members to work effectively and collaboratively.
• Ensure accountability without micromanagement.
• Help create a positive, professional, and high-performing team culture.

Reporting & Founder Support

• Provide regular updates on delivery, capacity, risks, and opportunities.
• Ensure key decisions reach the founder.
• Help reduce founder dependency by owning day-to-day operational decisions.

What We’re Looking For

At OMS, we don’t just hire for skills. We hire for attitude, mindset, and leadership ability. You’ll be someone who:

• Thrives on responsibility and accountability.
• Enjoys bringing structure and clarity to complex environments.
• Is confident managing people and priorities.
• Can challenge when needed and say “no” professionally.
• Understands how service-based businesses and agencies operate.
• Communicates clearly with both clients and internal teams.
• Cares deeply about quality, standards, and outcomes.

Qualifications & Experience

• Previous experience in an operations, practice management, account director, or senior project management role.
• Experience working in a digital marketing agency or professional services environment is highly desirable.
• Strong organisational and leadership skills.
• Commercial awareness and understanding of time, margin, and delivery.
• Confident working with multiple teams and services.
• You do not need to be a technical SEO, PPC specialist, or developer but you should understand how these services fit together in an agency environment.

What We Offer

• 30 days paid holiday per year (including Bank Holidays).
• A senior leadership role with real influence and autonomy.
• The opportunity to shape the future of a growing agency.
• A supportive but accountable culture that values ownership and integrity.
• Exciting team events
• Ongoing professional development and long-term career progression.

How to Apply

Think you’d be a great fit? We’d love to hear from you.

Please send your CV along with a short cover letter telling us:

• What you believe makes a great operations or practice manager.
• Why OMS feels like the right environment and appeal to you.

Join OMS and help us build a scalable, high-performing digital marketing agency with clarity, accountability, and purpose at its core.

Must hold the right to work in the UK

Please don’t contact us if you are a recruitment agency.