Operations Manager (SaaS)

Operations Manager Aesthetic Nurse Software Location: Coleshill, Birmingham (Full-time Office Based) Starting Salary: 45,000 per annum About Aesthetic Nurse Software Aesthetic Nurse Software (ANS) is a leading SaaS platform in the medical aesthetics industry, trusted by over 3,000 clinics across the UK and internationally. We support nurses, doctors, and dentists running their own aesthetic clinics with everything they need to manage and grow their business - from digital patient records to online bookings, payments, and marketing tools.Were on a mission to make life easier for small business owners in the medical aesthetics space and help them succeed with an all-in-one solution. As we continue to grow, we are looking for an Operations Manager to join our team and help us deliver outstanding service and operational excellence every step of the way. Job Summary Were looking for a highly organised and proactive Operations Manager to take full ownership of the day-to-day business engine at ANS. This is a new pivotal role where you will manage our multi-disciplinary team (Support, Sales, Onboarding, Finance), optimise internal processes, and oversee the end-to-end customer lifecycle from trial to long-term retention.By ensuring operational excellence and team accountability, you will allow our co-founder to focus on product innovation, partnerships and strategic expansion. This is the perfect role for a proactive leader who is passionate about empowering our team and supporting our clinics. You will be in charge of crafting our internal operations - someone who thrives on making a real difference by transforming complex daily challenges into smooth, repeatable systems that will power our next stage of growth. Key Responsibilities Team Leadership: Lead and mentor a current team of 8 across Support, Sales, Onboarding, and Marketing. You will ensure the day-to-day running of the business, conducting regular check-ins and 1-to-1s to keep everyone on track towards their individual and team targets. Operational Excellence: Audit and create Standard Operating Procedures (SOPs) to ensure a professional and consistent experience as we scale. Oversee high standards of delivery across key processes such customer data imports and ensuring clients experience the full value of the software. Service Escalation Lead: Act as the senior point of contact for complex queries, providing reassurance and resolution for our clinics with empathy and professionalism. Technical & Stakeholder Coordination: Liaise between the team, our developers, and third-party providers to troubleshoot and resolve technical issues quickly. Product Expertise & Training: Become a product expert on ANS to lead internal training, ensuring all staff have absolute knowledge of the platform and stay up-to-speed with the latest features and fixes. Growth Reporting & Analysis: Monitor and share insights on trial numbers, conversions, support tickets and cancellations to help us continuously improve our service. Business Support: Oversee essential back-office tasks, including holiday requests, sickness and ensuring our bookkeeper has accurate financial data on time. What Were Looking For Problem Solver: Someone who can assess current ways of working, solve problems and implement more efficient processes for the whole team. System Builder: You find genuine satisfaction in bringing order to a fast-paced environment and creating the ''playbook'' that will support our next phase of growth. A Natural Communicator: You are personable and confident, able to build strong relationships with staff, clients and other stakeholders. Emotional Intelligence: You can motivate a sales rep, de-escalate an upset customer, and give constructive with ease. Customer Centric: You have a customer-first mindset and feel confident taking ownership of challenges to find the best outcome. Tech-Savvy: You are confident learning new software quickly and can guide others through technical features. Organised all-rounder: You can comfortably switch between multiple hats, whether resolving a customer dispute, setting KPIs for team members or analysing churn data to improve internal processes. Required Experience SaaS Leadership: Proven experience in an operations, customer success, or management role, ideally within a fast-paced SaaS or technology environment. Understanding of recurring revenue models, and the customer lifecycle. People Management: Proven experience managing a diverse team (preferably covering both customer support and sales functions). Process Improvement: A track record of implementing systems or SOPs that improved efficiency and/or customer satisfaction. CRM/Software Literacy: Highly proficient in using CRMs (e.g. MondayCRM, HubSpot), Help Desk software (e.g. Intercom, ClickUp), & Payment systems (e.g. Stripe) and standard office productivity tools. Growth Stage Experience: Its desirable if you have worked in an SME or startup during a period of scaling. Industry Knowledge: Background in the aesthetics, health & wellness, or beauty industry is desirable but not essential What We Offer Performance bonuses. Paid holiday allowance plus Bank Holidays Free onsite parking. Smart casual dress code and a modern, creative office space. Opportunities for future career growth and development. Why Join Us? This is a unique opportunity to play a pivotal role in shaping the future of a fast-growing SaaS company in our mission to make life easier for small business owners in the medical aesthetics space.If you are a proactive leader who thrives on making a real difference, wed love to hear from you! Apply now and become part of the team at Aesthetic Nurse Software. Job Type: Full-timePay: From 45,000.00 per yearBenefits: Company pension On-site parkingAbility to commute/relocate: Coleshill B46: reliably commute or plan to relocate before starting work (required)Application question(s): How many years of experience in an operations or leadership role? and was this within a Software-as-a-Service (SaaS) or technology-focused company? What interests you about this role? and why do you think you''re a good fit for the position? Experience: Leadership: 3 years (required) SaaS: 2 years (preferred)Work Location: In person

Created: 2026-01-05