Senior Operations Manager

  • The FA
  • London, UK
  • 11 Jan, 2021
Full time Leadership & Management Stadia & Operations

Job Description

Our Organisation

Unite the Game and Inspire the Nation through Winning England Teams.

The Football Association (The FA) is the governing body of football in England. We are responsible for promoting and developing the game at all levels; from grass roots through to the professional game, The FA Cup and the England International teams, and has two core assets: Wembley Stadium and St George’s Park.

To deliver against our goal we have reallocated resources and invested heavily in developing a team of exceptional people capable of creating winning England teams at our world-class training facilities at St George’s Park in Staffordshire.

This is a unique and exciting time to join The FA and the Technical Team will be integral to the organisation achieving its goals.

Role Description

To support the Head of FA Education Operations in delivering world-leading qualifications and coach development, through a transitional period of change to the FA Education Business model.  

By monitoring and analysing current and new systems, processes and procedures, driving high levels of service delivery across Operations and managing day to day operational issues to resolution.

Key Accountabilities
  • To drive high levels of customer service delivery from Education Operations to both internal and external stakeholders and customers.
  • To support the network of key stakeholders by creating advocacy through problems solving and troubleshooting across day to day operations
  • Oversee the development and implementation of new processes & procedures to the FAE course delivery business model, conducting regular reviews to ensure success.
  • Oversee the day to day planning, administration and logistics of courses and coach development
  • Provide project management support across Operations to align workstreams that support the department's strategic vision
  • Contribute to the creation, monitoring and analysis of KPI's to assess the department performance which are centred around quality and the customer experience
  • Produce regular reports for the Head of Education Operations updating on achievement of key milestones, pending deadlines and highlighting critical areas across Operations, outlining risk management plans
  • Support budget management to enable the highest standards of operations in line with budgets& forecasts.
  • Provide line management support across Operations to maximise performance and development.
  • Execute additional tasks as required in order to meet FA Group changing priorities.
What we are looking for


  • Experience of managing complex operations and day to day troubleshooting with multiple stakeholders.
  • Experience in both managing people and working across a matrix management structure
  • Knowledge of managing IT systems to ensure the highest standards of customer experience are achieved.
  • Project management and planning experience across complex operations and interdependencies
  • Advanced skills in developing and managing process maps to create quality
  • Experience of working to provide the highest standards in customer service
  • Understanding of how to track performance across a large Operating model
  • Track record of creating effective, detailed business plans to achieve a range of KPI outcomes
  • Ability to build and foster relationships with key stakeholders


  • Knowledge across the Sports sector
  • Degree level/ / relevant experience
  • Project management qualification
  • Passion and enthusiasm for all areas of equality
  • Knowledge of County FAs
What we can offer you
  • An exciting and challenging role within a changing, dynamic and world-renowned sports organisation.
  • Attractive benefits and a competitive salary for the right candidate.

The Football Association Group promotes inclusion and diversity, and welcomes applications from everyone. If you have any particular requirements in respect of the recruitment or interview process please mention this in your covering letter.

Closing Date: 22 January 2021