Head of Operations – London
Location: London, UK. Minimum of 1 day in our Covent Garden office, 2–4 days from London sites of your choosing, 0–1 day working from home.
Reporting to Sophie Marsh, COO.
Runway East. Redefining Office Spaces
Runway East creates flexible workspaces across London and the UK. Our mission is to be the best place for ambitious businesses to grow. We care deeply about service, detail and ownership. As a proud B Corp and a growing company, we are building something long‑term – for our members and our team.
Elevator Pitch: The Job
This role is the operational lead for our London portfolio, overseeing 8–10 sites, a team of General Managers and Community Associates, and the full P&L. Reporting to the COO, you will own everything from standards to member experience, team performance, and site profitability. You will be building a high‑performing ops machine and raising the bar across the board.
Requirements
Who you are:
- You are a natural cheerleader who walks into a room and the energy shifts. You celebrate wins loudly, challenge low standards, and your team genuinely feels more motivated after time with you. You find energy in people. You have a proven ability to get people to follow you and you make the work fun.
- You have managed managers – ideally GMs, site leads or area managers – and you know how to lead that layer without doing the doing yourself.
- You have built your career in fast‑paced, multi‑site service businesses – hospitality, leisure, workspace, retail, or similar. The pace and standards mindset matters more than the sector.
- You have worked in founder‑led, owner‑operated or scale‑up environments where you had real autonomy and ran things as though they were your own.
- You understand the commercial side – specifically how all operational pieces drive occupancy and the bottom line, how to manage a P&L, and how to make trade‑offs under pressure.
- You are direct, intelligent, and decisive – you tackle problems head‑on and don’t wait to be told.
What you’ll be doing
- Lead and develop the London team (GMs, Site Leads and managers), set expectations, build capability and hold people accountable.
- Own site standards across all London locations, keeping them showroom‑ready at all times.
- Drive member experience – from first impression to day‑to‑day service to retention.
- Manage site P&Ls and hit profitability targets.
- Build and maintain systems, cadences and processes that build a service‑first culture, drive excellence and occupancy.
- Be the escalation point for London – spot issues early, take decisive action and fix things properly.
- Work with the senior team on longer‑term operational strategy as the portfolio grows.
Benefits
- Real ownership of London operations – the mandate, the team and the accountability to drive excellence.
- Direct access to the COO and exec team – you will be heard and your decisions will matter.
- A fast‑moving company where you can make your mark quickly, not wait years to have an impact.
- 31 days holiday including bank holidays, plus birthday off and an extra day per year of service.
- Private health and dental, half‑price gym, mental health support and bike‑to‑work scheme.
- Personal development budget and access to learning resources.
- Annual team trip (Barcelona, Rhodes, Vilnius, Malta – among others).
Our Commitment to Inclusivity
We celebrate diversity and believe it strengthens our community. We welcome people from all backgrounds, identities, and experiences. What matters most to us is your spirit and passion. If you need specific access support, let us know—we are here to help.
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