Job Description

About the Role

The Operations Manager is responsible for managing the efficient and effective execution of client operations within Website Enforcement. You will lead the group of Website Enforcement Enforcers ensuring the successful delivery of services and outcomes for all clients within your group.

Working in collaboration with Website Enforcement peers, Brand Partners and the Advanced Website Enforcement Manager, you will play a key role in capacity planning, resource management and effective delivery of our Website Enforcement Operations. You will also ensure that client needs are matched with the development goals of your team members, driving both performance and growth and aligning forecasted demand with the right skillsets and team capabilities.

In addition, you will oversee recruitment strategy, uphold best practice set by the Website Enforcement Team, manage performance at the individual level, and report on delivery performance - contributing to the overall operational excellence and client success of the business.

Key Responsibilities in this Role

• Line management of Website Enforcement Enforcers, appropriate performance management, objective setting, career management and appraisals. Provide support for any escalation, and to ensure consistency in approach and ultimately be accountable for the teams overall delivery
• Escalation point for peers, ensuring the client priorities are delivered and that there is consistent application of SOPs across Website Enforcement.
• Manage the staffing needs for the team, collaborating with peers to assure resources are available to teams to meet forecasted demand, and to cover short-term peaks and troughs with efficient utilization metrics.
• Input to the recruitment strategy and hire and onboard new staff accordingly
• Operational Management including continuous optimization of all aspects of the team delivery, internal reporting, managing KPIs, MBRs.
• Management of special projects e.g., Operational excellence, automation implementation, new tooling, restructuring etc.
• Providing leadership for broader initiatives, e.g. development and running of communities of expertise, supporting product champions, moving product requirements forward, liaising with Senior Partners or the Advanced Website Enforcement team to develop deeper industry insights based on delivery trends, ensuring training is fit for purpose
• Maintain a high-level working knowledge of external and internal systems including, but not limited to, Salesforce, Float, Freshdesk, our OBP Platform - Zeal 2.0 and Browser Plug-ins as well as any other tools as they are created and introduced in order to champion their correct usage.

Essential

• 3+ years’ experience in Brand Protection or related role preferred
• 2+ years’ management experience
• Strong knowledge of IP infringement and key removal reasons, DNS abuse, and global enforcement processes, underpinned by a strong understanding of internet infrastructure and the broader ecosystem, governing bodies and key stakeholders (e.g., Hosting Providers, Registrars, Registries, ICANN, and Law Enforcement).
• Proven ability to line-manage teams in a matrix-management set up – proactive, good communication, collaboration, coordination, receives and gives constructive feedback, sets clear delivery goals and expectations.
• Good team management skills – can set meaningful performance objectives, can lead a recruitment process and successfully onboard new hires, is structured in their approach to planning
• Strong knowledge of the brand protection industry, including online infringement and counterfeiting (Preferred)
• Strong interpersonal skills. Must be able to work well with others and build strong, positive relationships with their team members, colleagues, internal teams and other stakeholders.
• Ability to take both a strategic and tactical, pragmatic approach – finding and presenting trends and working to exploit these, whilst also managing short-term issues and gaps.
• Excellent organizational and time management skills, with the ability to prioritize multiple tasks and projects ensuring that deadlines are met, and goals are achieved.
• Motivated and results-driven individual who takes a high degree of responsibility in their work.
• Purpose driven mindset to help teams work together, unblock obstacles to success and ensure a positive, successful environment for the teams to deliver well.