Operations Director

The Operations Director will own and transform the end-to-end operating model for a rapidly scaling platform, taking full executive accountability for customer journey, service delivery, regulatory compliance and performance insight in a complex, high-volume environment. You will partner at ExCo level to industrialise operations, build enterprise-grade capability and infrastructure, and enable the business to scale significantly while maintaining a market-leading customer experience.

A high-growth, investor-backed residential platform delivering large-scale, service-led asset and customer management across a nationally distributed property portfolio.

Description

• Take full ownership of the operating model at a defining stage of growth, shaping how a complex, customer-facing platform scales without losing control, pace, or quality.
• Turn strategy into execution, building the structure, discipline, and capability required to support a significantly larger, more sophisticated operation.
• Operate as a true partner to the executive team, influencing direction, challenging thinking, and ensuring operational reality underpins commercial ambition.
• Bring clarity and grip to performance, establishing the metrics, insight, and cadence that allow the business to make better, faster decisions.
• Build credibility and depth within the leadership bench, raising the bar on what good looks like and creating a team capable of operating at enterprise scale.
• Put in place the controls, governance, and regulatory frameworks expected of a business of scale, without introducing unnecessary bureaucracy.
• Leverage technology and data more effectively, reducing friction across the operation and enabling a more joined-up, scalable platform.
• Ultimately, this is about taking a successful, high-growth business and helping it evolve into a truly enterprise-grade operation.

Profile

• A strong track record of leading complex, customer-facing functions at scale, combining deep operational expertise with commercial instinct to drive performance across the full service lifecycle.
• Brings proven leadership credibility, able to build, lead, and elevate high-performing teams while embedding structure, accountability, and operational discipline in a growing business.
• Demonstrates strong strategic thinking and decision-making capability, with the ability to translate growth ambition into clear, executable plans.
• Financially astute, comfortable owning budgets, forecasts, and operational analysis, using data and insight to inform decisions and improve outcomes.
• A confident stakeholder manager, able to influence and operate effectively at senior and executive level, bringing both challenge and clarity to drive better business outcomes.
• Likely to have come from a high-growth, customer-centric environment (property/FM, financial service, consumer/business services or hospitality) and be based in or commutable to the North West office. Please note this is not a remote/hybrid role and will require 3-4 days in the office.

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