Operations Manager

Operations Manager How&How are seeking a full-time Operations Manager to join our London team. You will be an innate organisational force with the ability to keep a fast-moving studio running smoothly — balancing people operations, resource planning, studio management and process optimisation with calm, clarity and care. This pivotal role sits at the heart of the agency, connecting our Creative, Client Services, Resource, Operations and Leadership teams. You will own the day-to-day operations of the studio — from resourcing and workflow coordination to financial oversight and people support — ensuring efficiency, accuracy and seamless communication at all times. You’ll bring structure where it’s needed, anticipate issues before they arise, and help shape systems that enable our creative teams to do their best work. Topline: we need a warm, well-rounded team player to nurture the London studio. Someone with eyes and ears everywhere, razor-sharp organisational instincts, and a solutions-first mindset. You’ll be a steady, positive presence in the studio — the person who keeps everything and everyone moving in the right direction. Your responsibilities: Studio Operations & Environment Oversee the day-to-day running of the studio, ensuring it is organised, well-supplied, welcoming and operationally efficient. Manage all studio stock, supplies, food & beverage ordering, and tech equipment needs. Liaise with cleaners, neighbours, building management and utilities providers; oversee maintenance and repairs. Open and close the studio when onsite; ensure meeting rooms and shared spaces are prepared. Welcome visitors and clients, facilitating a polished and professional studio experience. Lead on cultural initiatives, including weekly all-hands, social events, birthdays, celebrations and company-wide gatherings. People Operations & Internal Support Manage employee onboarding/offboarding processes, coordinating with Resource, Creative, and Client Services teams. Support performance cycles including appraisals, 1:1s and collecting feedback. Coordinate staff travel, schedules and team-wide announcements. Act as first point of contact for day-to-day employee needs, creating a supportive and people-centred culture. Oversee Payroll liaison, updating contracts, promotions, leavers, new joiners and monthly submissions. Coordinate occasional recruitment workflows (interviews, assessments, contracting) when needed. Finance, Admin & Compliance Manage supplier payments, freelancer invoices, subscriptions, PAYE, business rates and expense reconciliation. Track studio expenditure, forecast upcoming costs and provide monthly financial updates. Monitor cash flow around payroll and flag anticipated needs. Maintain accurate admin, operational and compliance documentation. Lead B-Corp operational efforts — updating profiles, supporting annual impact reporting, monitoring policies and suggesting improvements. Resource Management & Scheduling Own day-to-day resource allocation and scheduling across the London team. Lead weekly resource meetings, preparing agendas, documentation, and clear decisions/actions. Ensure accurate utilisation data, billability, availability and pipeline visibility. Escalate risks early (capacity shortages, hiring needs, workload challenges). Partner with Creative Leadership to understand team skills, strengths and specialist requirements. Maintain and update downtime task pipelines (case studies, internal initiatives, creative R&D). Manage global annual leave calendars and coverage plans. Support freelance casting: sourcing, checking availability, confirming bookings, negotiating rates and issuing NDAs/contracts. Maintain an always-up-to-date database of freelancers with accurate skillsets, rates and availability. Operational Strategy, Systems & Workflow Improvement Audit and improve studio operations to increase efficiency, reduce friction and support creative output. Champion software, tools and AI systems that enable better workflows, scheduling and team communication. Support the continuous evolution of operational processes as the agency scales. Lead medium-scale operational projects (office changes, process rollouts, new platforms, etc.) Light-Touch Marketing & Growth Support While full ownership of Marketing & Growth is not part of this role, the Operations Manager will provide targeted support where their skills add unique value. This includes: Managing and updating the H&H News page, ensuring new content is uploaded accurately, promptly and consistently. Manage case study launches, including asset proofing, social testing, and scheduling. Preparing and uploading marketing assets Upload PR content to Prismic (our CMS) Ensuring all content meets brand standards Collaborating with Marketing and Creative teams to ensure smooth workflows and efficient execution of content updates. Engage audiences across social channels. Your skills: Exceptional organisational skills with the ability to juggle multiple moving parts Razor-sharp problem-solving abilities and a proactive, solutions-first mindset Excellent communication skills — clear, warm, articulate and confident in meetings Strong financial awareness, including understanding of billability, margin and the cost impact of operational and resourcing decisions Exceptional attention to detail, especially in scheduling tools, data accuracy and process documentation A calm, collected presence who brings clarity in stressful or fast-changing situations Confidence in being the bearer of bad news when required — able to push back constructively, set boundaries, and communicate difficult decisions with clarity and empathy Confidence, forward-planning, and anticipating risks before they become issues A willingness and curiosity to learn new systems, software and AI tools The ability to balance strategic thinking with hands-on execution A collaborative, team-first approach with zero ego A natural ability to build relationships across teams and maintain a positive studio culture A passion for improving workflows, streamlining processes and removing operational friction A genuine interest in brands, creativity, and the impact great ideas can have Your Vibe: A can-do, optimistic attitude Curiosity about how things work and how they can work better A collaborative spirit and deep respect for creative environments An innate sense of responsibility and care for the people you work with A love of structure — but also the flexibility to adapt when plans change The confidence to hold the line when needed — whether that’s pushing back on unrealistic timelines, flagging risks early, or steering teams toward better decisions A genuine desire to nurture the studio and help the whole team succeed Our Responsibilities: Salary £42,000 - £47,000 (DOE)—with Bonus Opportunities We operate a profit share scheme with everyone in the agency, because we believe everyone should share in the success of the entire team We publish all our salary tiers internally and the same job roles are paid exactly the same. Because we think that's fair We contribute up to 3% of qualifying earnings to anyone who wants to engage in our pension scheme 39 Day Holiday allocation—28 days holiday + 8 bank holidays + Christmas shutdown We work from our bright and airy Shoreditch studio, with 2 days WFH per week Early finish Fridays 2-week work-from-anywhere opportunities (time zone dependent) Sabbatical policy of up to 3 months after you've been with us for 3 years Monthly 1-2-1s, 3-month check-ins and 6-month reviews with your line manager to give honest feedback, celebrate wins, and make sure your efforts are recognised. Good work leads to good things, so if you're doing a great job, you'll see that reflected in your salary and opportunities to grow £1,000/year skills & training allowance Cross-skill training, giving you the ability to improve on overall performance We operate a Cycle to Work scheme, so you can spread the cost of a new bike, tax-free, through salary sacrifice We offer free breakfast, snacks and drinks in our beautiful kitchen We host regular studio learning lunches, head out to talks together, and hold studio courses accompanied by pizza & drinks We also cover tickets to events like It's Nice That's 'Nicer Tuesdays', or industry talks and design conferences Twice a year, we get our whole global team together in one place for epic Summer and Winter parties Visa Sponsorship—we can help sponsor your Visa in the UK We're B-Corp Certified, which means our agency meets the highest standards of verified social and environmental performance, public transparency and legal accountability Zero ego: we believe the best work happens in collaboration. So we purposely only hire open-minded, brilliant team players Competitive Maternity and Paternity packages 🐣 About How&How: We’re How&How, and we’re on a mission to liberate ideas the world deserves. How&How are a talent-driven, branding agency with offices in London and LA. Since 2020, we’ve been growing a team of the world’s best thinkers, sharpest creatives and most curious minds in a collaborative, ego-free culture that nurtures creative ambition and promotes growth. Proudly B-Corp, we're an equal opportunity employer committed to diversity and inclusion. We don’t discriminate on the basis of race, gender, ethnicity, citizenship, national origin, religion, sexual orientation, age, marital status, disability, or any other legally protected status. As such, we’re looking for the right person—not the job description. If that’s you, we’d love to hear from you. You may be just who we’re looking for :) What you can expect: At How&How, we take pride in a hiring process that ensures we bring in the best talent, while creating an experience that's clear, fair and transparent. Here's what you can expect after applying: We'll review your application. If your experience aligns with what we're looking for, we'll get in touch to arrange an interview. If selected, you'll have an initial chat with one of our team members to discuss your background, client experience and how you could contribute to our team. Next, you'll be asked to complete an online assessment through TestGorilla. This helps us understand your problem-solving abilities and how you approach challenges—no pressure, just a chance for us to see how you think. If you do well in the assessment, we'll invite you to a final interview with our founders, Cat and Rog. This is a relaxed, insightful conversation where we get to know you better and discuss how you'd fit into our growing team. We're excited to meet new, passionate individuals who are ready to collaborate and make a real impact. If that's you, don't hesitate. Locations London Remote status Hybrid London