Role Overview
Team RH exists to rip apart weight loss myths and replace them with tools that work. We fight BS with brutal honesty. We respect members while telling the truth.
We need an Operations Director to own how the business functions, scales, and delivers —every day, across several functions. This role sits just below C‑Suite and works directly with the CEO to turn strategy into execution.
You’ll lead multiple departments, hold Heads of Department accountable, and build the systems, processes, and standards we need to keep growing without breaking.
What You Will Do
- Lead day-to-day operational performance across the business
- Lead Member Experience (Customer Service), Internal Operations (Project Delivery, IT & Business Technology, Business Insights), HR, and general operational support
- Hold Heads of Department accountable for delivery — clear targets, clear standards, no drift
- Build scalable operational frameworks that hold up as we grow
- Strip out friction — spot where systems, processes or ways of working are slowing us down, and fix them
- Drive adoption of automation, tooling, and AI so output goes up without headcount having to follow
- Turn CEO-level strategy and major programmes into clear operational plans people can actually run
- Keep operational reporting tight, honest, and actionable — no vanity metrics
- Maintain robust governance across GDPR, data protection, and regulatory compliance; partner with Finance and Legal on risk
What You Bring
- Proven experience at Head of Operations, Operations Director, or COO level in a scaling business (ideally subscription, tech-enabled, or high-growth)
- Track record of running multiple functions at once — Operations, Customer Experience, HR, Data, IT
- Demonstrable improvements in operational efficiency and performance you can point to and explain
- Strong people leadership — you’ve built and managed senior teams, and held them to account
- Structured thinker who simplifies complexity rather than adding to it
- Data-driven decision-making as a default, not a buzzword
- Commercial awareness — you understand how operations affect revenue, margin, and member experience
- Direct, clear communicator who can influence at every level
- Bias for action. High standards. Hands-on when needed, strategic when required
- Comfortable in a fast-paced, evolving environment — you don’t need a fully formed playbook to get moving
What Success Looks Like
- Clear, well-run operational functions with strong, accountable Heads of Department
- Measurable improvements in efficiency across systems, processes, and teams
- A high-quality member experience with less friction
- Scalable infrastructure ready for the next phase of growth
- Reliable, actionable reporting that informs decisions
Why This Role Matters
This is a critical hire for the next phase of the business. We have strong growth ambitions and major strategic initiatives ahead. We need an operator who can bring structure, clarity, and momentum — so we scale in the right way, not just fast.
What You Get
- Competitive salary — details on application
- Real ownership — you own how the business runs, not how it talks about running
- A fast-moving business where things get implemented, not debated for months
- Direct work with the CEO and C‑Suite on the problems that actually move the needle
- The chance to shape how a growing business scales — team, systems, and culture
- Straight talking, no unnecessary politics
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