Contract: Fixed Term - 12 months, Full Time Closing Date: 30th March Location: Nottingham Recruitment Partner: Jim Trussler, jim.trusslerboots.co.uk About the role The Digital Operations Team sits at the heart of Boots.com with responsibility for the exemplary operational planning, testing, approval & implementation across all customer channels. You will be within our User Acceptance Testing, Digital Release and Incident Support team, reporting to the Senior Digital Operations Manager and will be leading a team responsible for ensuring customer and colleague issues are dealt with promptly and effectively. Key Responsibilities: Manage and support the fast and effective resolution of customer and colleague incidents on the boots.com and .ie websites and all relevant systems and services Proactively develop opportunities to improve the customer and colleague experience, utilising customer feedback, testing insights, knowledge of existing processes and developing customer needs Support the effective implementation of fixes and new functionality by consulting on projects and proposed solutions Effectively prioritise incident resolution work, ensuring the most impacting issues are dealt with quickly and stakeholders are kept up to date on progress and expectations Lead a team of operational experts to support the required daily activities whilst also troubleshooting queries or consulting on future technical / process enhancements Accountable for leading the development agenda & execution of operational processes for digital across the business, managing expectations of those impacted at appropriate intervals throughout Have the capability & experience in managing multiple priorities/tasks either through incident management, project leadership in the agile framework or from leading a production style team Focused on improving the performance, productivity and efficiency of the collective outputs through reviewing ways of working and instilling a continuous improvement culture Working collaboratively after building strong relationships across multiple functions to challenging timelines in a hybrid in office/virtual way and supporting teams to find solutions to do the same What you’ll need to have We are looking for someone who is passionate about customers, has an eye for detail and a pragmatic approach with operational experience and an understanding and exposure to digital systems Capable of leading, developing and managing teams to deliver right first time Embraces and advocates change, using experience to help plan the future and have the personal strength and confidence to ride the highs and lows of a dynamic online business Experienced stakeholder manager across multiple stakeholders and third parties, holding to account & escalating when required Flexibility to work out of hours, early mornings, late evenings and provide escalation support Our benefits Boots Retirement Savings Plan Discretionary annual bonus Generous employee discounts Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more. Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme. We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at boots.jobs/rewards. Exclusions may apply, eligible roles only. Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate. Why Boots At Boots, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots, with you, we change for the better. What's next If your application is successful, a member of the recruitment team will be in contact to discuss next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best. Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis. Keywords Digital; digital operations manager; customer support