Operations Manager: Marlow-based

Exciting opportunity for ambitions NCO with initiative.

Operations Manager

Reporting:  Line Directors

Type:  Six month full-time fixed contract (initially) – April to September 2019

Location:  Marlow, SL7 3RQ

Date of Profile: January 2019

Job Purpose

Plan and manage the execution of safe, first-class outdoor military experiences to meet or exceed client expectations and contribute to the sustainable growth of Operation Encounter. 

Job Context

Set up and owned by two ex-military officers, Operation Encounter delivers outdoor, military-themed adventurous activities for schools and corporate groups.  With a strong focus on leadership, teamwork, communication and resilience, we help people of all ages to learn more about themselves and each other, and what makes military leaders and teams so effective. Based at our site in Marlow, Buckinghamshire, we’ve grown the business over the past two years and now have a full calendar of bookings from June to August. We require a highly capable Operations Manager to lead the planning and execution of experiences in 2019, primarily for schools. They’ll operate with the support of the Directors but with autonomy and will need to lead a team of instructors and support staff. If successful, there may be an opportunity to extend or repeat the contract.

Key Accountabilities

Lead the execution of the booking cycle from lead qualification through to client feedback to ensure the safe, efficient and first-class delivery of Operation Encounter military experiences. ▪ Proactively manage current clients and support business development activities (e.g. marketing, meetings, proposals, events) to contribute to growth through new and existing clients. ▪ Manage key finance processes such as quotations, invoicing and budgeting to maximise the financial health of the business. ▪ Lead the continuous improvement of internal operations to ensure compliance and increase the efficiency and effectiveness of the business.

Performance Measures

▪ Client feedback and retention (repeat bookings) ▪ Colleague feedback ▪ Annual cost/income ratio ▪ Individual experience profitability

Qualifications & Experience


▪ Experience leading and managing a team ▪ Initiative and the drive to proactively identify opportunities and risks and solve problems  ▪ Extremely organised, structured, methodical and detail-oriented yet flexible and adaptable when required ▪ Proficient in Microsoft Office applications (Word, Excel, PowerPoint)


▪ Military experience in a leadership role ▪ One or more years of experience in a business environment ▪ Experience planning and delivering events including budget management ▪ Experience working with young people ▪ One or more outdoor instructor qualifications Job Dimensions

Job Dimensions

Team Senior Instructor, Instructors, Operations Support, Administrator

Financial Target budget for calendar year/each experience

Key Relationships

Internal:   Directors, Senior Instructor, Instructors, Operations Support, Administrator (external)

External:  Clients 

 Key Behaviours

▪ Achievement drive ▪ Problem solving ▪ Customer service orientation ▪ Flexibility ▪ Initiative ▪ Teamwork

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