Director of Operations

As Director of Operations, you will lead and shape Macmillan’s organisational operating model and core business operations. You’ll translate strategic priorities into practical, scalable ways of working—ensuring governance, processes, and systems are clear, effective, and continuously improving. Working closely with senior leaders across the organisation, you’ll enable delivery by reducing friction, improving cross‑functional alignment, and strengthening operational discipline. This is a pivotal leadership role focused on operational excellence, organisational performance, and creating the conditions for teams to do their best work.

Operating Model Ownership

• Own and maintain Macmillan’s operating model, including decision‑making frameworks, governance, and ways of working
• Align organisational priorities with delivery capacity and resources
• Translate strategy into clear, practical operating frameworks and rhythms
• Identify and resolve cross‑functional inefficiencies and inconsistencies

Process Design & Continuous Improvement

• Lead the design and governance of key cross‑organisational processes
• Drive simplification, standardisation, and automation to improve efficiency and quality
• Build capability in continuous improvement and operational problem‑solving

Operational Delivery & Service Excellence

• Oversee the running of core enabling business operations
• Establish service quality frameworks, SLAs, and performance standards
• Support major programmes through strong cross‑functional coordination
• Consolidate operational areas to drive efficiency and effectiveness

Performance, Data & Insight

• Use data and insights to inform decision‑making and continuous improvement
• Ensure robust operational reporting supports Executive and Board governance

Risk, Compliance & Assurance

• Work closely with the General Counsel to ensure operational controls and mitigations are in place and effective
• Lead incident response, business continuity, and resilience planning
• Support compliance across regulatory, legal, safeguarding, and data protection frameworks

Leadership

• Lead and develop high‑performing, inclusive teams
• Act as a key member of the Finance & Operations Leadership Team
• Partner with senior stakeholders across the organisation to deliver shared goals

Qualifications

• You are a highly credible operations leader with a track record of delivering at scale in complex environments.
• Proven experience leading business operations functions, including forecasting, planning, supplier management, and service improvement.
• Strong collaboration, stakeholder engagement and influencing skills, with the ability to build trusted relationships at all levels.
• Experience translating strategy into operational delivery.
• Experience leading cross‑functional operating issues and resolving complex organisational challenges.
• Experience driving continuous improvement and integrating operational teams to enhance efficiency and quality.
• Confidence making high‑impact decisions with incomplete information, balancing risk and performance.
• The ability to turn operational data into clear strategic reporting for Executive and Board audiences.
• Strong leadership and people management capability, with a focus on building empowered, high‑performing teams.

Benefits

• 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days
• Pension matched up to 7.5%
• 120+ learning and development offers, with access to external professional qualifications
• Flexible working patterns, such as compressed hours, flexibility to work earlier or later around our core working hours of 10am‑4pm
• Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more

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