{ “@context”: “http://schema.org”, “@type”: “JobPosting”, “title”: “Divisional Director of Operations”, “description”: “
Divisional Director – Services Operations
Location: Field-based (Coventry) with travel across the Midlands and East Anglia.
About The Role
You will lead a team of Operations Managers and wider service professionals, driving performance across property management, customer experience, compliance, and community engagement. You will shape and deliver the customer proposition, ensuring developments are well‑managed, compliant, and thriving communities for homeowners. You are responsible for both strategic direction and day‑to‑day operational performance, working closely with cross‑functional teams in a matrix structure to deliver consistent, high‑quality services.
Key Responsibilities
- Lead, develop, and inspire high‑performing operational teams across the division.
- Drive a customer‑focused culture, ensuring excellent service delivery and high satisfaction levels.
- Oversee effective management of a residential property portfolio, ensuring compliance with policies, legislation, and safety standards.
- Maintain a strong presence across developments, building relationships with colleagues, homeowners, and stakeholders.
- Ensure all service level agreements and key performance indicators are consistently achieved.
- Take ownership of divisional performance, including customer satisfaction, compliance, defects, budgets, and occupancy.
- Lead on property management activities including maintenance, defect resolution, planned preventative maintenance, and contractor performance.
- Oversee health and safety, including fire safety, across all developments within the division.
- Manage complex projects and change initiatives from planning through to delivery.
- Act as the senior escalation point for customer issues, ensuring timely and effective resolution.
- Promote collaboration across Operations, Care, Sales and other internal teams to support wider business performance.
- Drive continuous improvement by identifying trends, resolving root causes, and implementing long‑term solutions.
- Lead recruitment, development and performance management of Operations Managers and wider teams.
About You
- Proven experience in a senior operational leadership role within a customer‑focused environment.
- Extensive experience managing a leasehold residential property portfolio.
- Strong leadership capability with a track record of developing high‑performing teams.
- Excellent stakeholder management skills with the ability to influence at all levels.
- Strong commercial awareness, with experience managing budgets and driving performance.
- Confident in managing complex projects and delivering change initiatives.
- Ability to work effectively in a matrix environment across multiple teams and functions.
- Strong communication skills, both written and verbal.
- Highly organised with the ability to manage a large, dispersed team.
Qualifications And Experience
- Minimum 3 years’ experience operating at a senior leadership level.
- At least 5 years’ experience in residential property management.
- Relevant professional qualification such as IRPM, ARMA, MTPI or CIH preferred.
- Experience managing remote and hybrid teams.
- Experience in project delivery and performance management.
Why Join Us
- Opportunity to take on a highly visible leadership role within a growing organisation.
- Ability to shape service delivery and influence strategic direction.
- Work across a large and diverse property portfolio.
- Make a meaningful impact on customer experience and community living.
Company: McCarthy & Stone
Location: East Midlands
Job Description:
Divisional Director – Services Operations
Location: Field-based (Coventry) with travel across the Midlands and East Anglia.
About The Role
You will lead a team of Operations Managers and wider service professionals, driving performance across property management, customer experience, compliance, and community engagement. You will shape and deliver the customer proposition, ensuring developments are well‑managed, compliant, and thriving communities for homeowners. You are responsible for both strategic direction and day‑to‑day operational performance, working closely with cross‑functional teams in a matrix structure to deliver consistent, high‑quality services.
Key Responsibilities
- Lead, develop, and inspire high‑performing operational teams across the division.
- Drive a customer‑focused culture, ensuring excellent service delivery and high satisfaction levels.
- Oversee effective management of a residential property portfolio, ensuring compliance with policies, legislation, and safety standards.
- Maintain a strong presence across developments, building relationships with colleagues, homeowners, and stakeholders.
- Ensure all service level agreements and key performance indicators are consistently achieved.
- Take ownership of divisional performance, including customer satisfaction, compliance, defects, budgets, and occupancy.
- Lead on property management activities including maintenance, defect resolution, planned preventative maintenance, and contractor performance.
- Oversee health and safety, including fire safety, across all developments within the division.
- Manage complex projects and change initiatives from planning through to delivery.
- Act as the senior escalation point for customer issues, ensuring timely and effective resolution.
- Promote collaboration across Operations, Care, Sales and other internal teams to support wider business performance.
- Drive continuous improvement by identifying trends, resolving root causes, and implementing long‑term solutions.
- Lead recruitment, development and performance management of Operations Managers and wider teams.
About You
- Proven experience in a senior operational leadership role within a customer‑focused environment.
- Extensive experience managing a leasehold residential property portfolio.
- Strong leadership capability with a track record of developing high‑performing teams.
- Excellent stakeholder management skills with the ability to influence at all levels.
- Strong commercial awareness, with experience managing budgets and driving performance.
- Confident in managing complex projects and delivering change initiatives.
- Ability to work effectively in a matrix environment across multiple teams and functions.
- Strong communication skills, both written and verbal.
- Highly organised with the ability to manage a large, dispersed team.
Qualifications And Experience
- Minimum 3 years’ experience operating at a senior leadership level.
- At least 5 years’ experience in residential property management.
- Relevant professional qualification such as IRPM, ARMA, MTPI or CIH preferred.
- Experience managing remote and hybrid teams.
- Experience in project delivery and performance management.
Why Join Us
- Opportunity to take on a highly visible leadership role within a growing organisation.
- Ability to shape service delivery and influence strategic direction.
- Work across a large and diverse property portfolio.
- Make a meaningful impact on customer experience and community living.
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Posted: May 16th, 2026