Operational Reporting Manager (Telecom)

Location: Stoke-on-Trent, United Kingdom; hybrid work with office attendance 2–3 days per week and at least 8 days per month

Company

hirify.globalThree is building and operating a UK telecommunications network while delivering consumer connectivity, customer care, and digital service experiences.

What you will do

• Lead executive-level reporting and insight to support decision-making by senior leaders.
• Direct the design, development, and maintenance of scalable workflow and operational data solutions.
• Develop performance dashboards and analyse customer behaviour across IVR, chatbot, and online self-service journeys.
• Manage complaints and compliance reporting with accurate, auditable outputs aligned with regulatory requirements.
• Govern and rationalise the operational reporting catalogue to reduce duplication and improve self-service reporting adoption.

Requirements

• Experience leading reporting, analytics, or insight teams in a complex operational, contact centre, or digital environment.
• Strong understanding of operational performance metrics, workflow processes, and data infrastructure in consumer-facing organisations.
• Expertise with data visualisation and reporting tools, including Power BI, workflow tools, and SQL-based environments.
• Experience developing reporting strategies and delivering regulatory, compliance, and complaints reporting in a controlled and auditable manner.
• Strong stakeholder management, prioritisation, senior-level presentation, and team leadership skills.

Culture & Benefits

• Hybrid working with flexibility to work from the office and home.
• Bonus, up to 28 days of annual leave plus bank holidays, pension plan, discounts, and vouchers.
• Paid time for charity work and access to learning and career development tools.
• Parental leave policies and personalised benefits for employees and families.
• Employment is subject to criminal and financial background checks to meet Financial Conduct Authority regulatory standards.