Head of Business Operations (FA Learning)

Develop and inspire the next generation of coaches.

Provide leadership, purpose and inspiration to the Business Operations function within FA Learning, overseeing Commercial, Customer Service, Business Administration and QA & Evaluation functions, working closely with Finance and HR in support of our strategic objectives; to deliver a high-performing Business Development function that maximises operational efficiencies and delivers against the Division's financial objectives.

What will you be doing?

• Ensure the effective execution of operational strategy and tactics to support and enable successful delivery of FA Learning services and business plan.
• Oversee the development of the domestic and international commercial strategy for the Division that delivers against relational and financial ambitions.
• Oversee the development and management of a learning partnership strategy for the Division that supports our strategic intentions and enables us to leverage expertise and increase accessibility to learning for the benefit of the football workforce, to include the effective management and monitoring of service level agreements.
• Oversee FA Learning's financial processes, working closely with the FA's central Finance team to ensure we have coherent and robust budgeting and financial planning.
• Analyse existing operational processes, identifying opportunities for improvement and innovation, implementing any necessary changes to streamline workflows and create business efficiencies
• Lead our customer service strategy, approach and performance to ensure learners and stakeholders receive a high level of service.
• Collaborate with Executive and FA colleagues, including Finance and HR, to create and maintain standard operating procedures and policies that promote consistency and quality, and ensure legal compliance across the Division, agreeing and setting operational standards and SLAs where appropriate.
• Support team leaders in increasing productivity and impact across Commercial, Customer Service, Business Administration, and QA functions.
• Gather, analyse, and interpret operating, performance and financial data to identify trends and/or gather insights that gauge the effectiveness of operational strategies, improves performance and informs future thinking and planning.
• Collaborate with other FA Learning teams and functions to ensure alignment and smooth cross-functional workflows and alignment to a one office culture.
• Proactively identify potential risks and develop mitigation strategies; create contingency plans to minimise disruptions and ensure business continuity.
• Work as a member of the FA Learning Executive team to understand feedback, insight and data to constantly reassess targets and help ensure FA Learning
• Develop and manage relationships with key external service providers to ensure the highest quality services are offered and delivered.
• Manage and report on performance against relevant KPIs.
• Executes additional tasks as required in order to meet FA Group changing priorities.
• Comply with all company policies and procedures to ensure the highest standards of health, safety and wellbeing can be maintained.
• As part of The FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.

What are we looking for?

Essential for the role:

• Commercial experience and a thorough understanding of competitive environments
• Strong financial acumen, well-versed in financial management principles, including budgeting & forecasting and the translation of financial data into tangible insight
• Able to identify and analyse problems effectively, implementing workable solutions interests without disrupting the flow of course delivery and business operations
• Highly-effective communicator with strong inter-personal skills; able to convey information and expectations to diverse stakeholders
• Strong organizational and time-management skills, with the ability to prioritize tasks and delegate responsibility when appropriate
• Able to respond to issues quickly, identifying root causes and how to address issues effectively and in a timely manner, and develop contingency plans to ensure the health of the business
• Able to inspire, motivate, and empower team members to achieve goals, promoting a collaborative work environment and a culture of continuous improvement
• Able to gather, analyse, and interpret data to make informed decisions, identify trends and track performance
• Ability to present information succinctly and effectively

Beneficial to have:

• Adaptable to changes, embraces new technologies, and adjusts strategies in response to shifting market conditions
• Excellent IT skills and knowledge of industry-specific programmes and/or software
• Planning, executing, and monitoring project progress, setting project goals, collaborating with stakeholders, managing project resources and developing risk management strategies

What's in it for you?

We are committed to ensuring everyone can flourish in their roles, to achieve this we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George's Park in Staffordshire which is an exceptional setting to develop and inspire high-performing England teams and leaders.

We pride ourselves in offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below:

• Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season encouraging you to connect and learn with your colleagues and look after your mental health and wellbeing.
• Free, nutritious lunches, at Wembley Stadium and St. George's Park.
• Free private medical cover.
• A contributory pension scheme.
• An additional Thank You days leave, volunteering days as well as 25 days annual leave.
• A hybrid working model offering greater flexibility.

For more information on what it is like to work at The FA, please visit our FA Careers page,

Our Organisation

The Football Association The FA is the not-for-profit governing body of football in England. It is responsible for promoting and developing every level of the game, from grassroots through to the professional game, and generates significant revenue to support investment into English football each year.

The FA oversees England international teams across men's, women's, youth and disability football, as well as running the National League System and FA Competitions including the Emirates FA Cup and Women's Adobe FA Cup, and the world-class facilities of Wembley Stadium and St. George's Park, all with a purpose to Unite the Game and Inspire the Nation.

We currently work within a hybrid working model whereby the expectation is to work from your contractual location for part of the week, and as and when required by the team. The remaining days can be worked remotely. We will continue to monitor this model and it may be adjusted in future if deemed necessary.

Your contract with The FA will specify a fixed location of Wembley Stadium or St. George's Park unless the role is advertised as a home-based contract. The contractual location of this role can be found at the top of this advert on our FA vacancy page.

The FA, For All, For You

Our equality, diversity and inclusion strategy forms an integral part of our long-term commitment to using our influence across English football to create a game free from discrimination.

A Game For All outlines three key strategic commitments - Lead the Change, Be the Change, and Inspire the Change - which will ensure tackling discrimination remains a core priority for English football for years to come.

We are a diverse workplace, aspiring to represent football across the country. The Football Association actively promotes inclusion and diversity, encouraging you to be the best version of yourself at work.

We welcome applications from everyone and are proud to be an equal opportunities employer. If you have any particular requirements in respect of the recruitment or interview process, please mention this during your application.

As part of The FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.