Director of Operations

Operations Director – (SaaS)

Board Role - Executive Leadership - Hertfordshire based

Hybrid

We are seeking an exceptional Operations Director, to lead and scale our market-leading services software division. This is a senior, board-level role with full accountability for strategy, P&L, performance, and enterprise value creation.

Reporting directly to the CEO and Board, the MD will take ownership of a well-established and growing SaaS portfolio, with a clear mandate to scale the business, accelerate ARR growth, and cement our position as the dominant player in the UK software market.

This opportunity is ideally suited to a proven SaaS operator with experience scaling ARR and EBITDA in a private or PE-backed environment, combining strong commercial instincts with disciplined operational execution.

The Opportunity

The services division sits at the heart of our growth strategy. With a strong customer base, deep sector expertise, and a unique owned media platform, the focus now is on:

• Scaling predictable, high-quality revenue

The business is also well capitalised, with clear ambition for M&A and new product launches alongside organic growth.

Key Responsibilities:

P&L Ownership & Value Creation

• Full ownership of the P&L
• Deliver accelerated ARR growth, improved net revenue retention, and EBITDA expansion
• Own budgets, forecasts, and KPI frameworks
• Identify and execute value creation initiatives across pricing, bundles, cross-sell, acquisition, and retention

Growth Strategy & Execution

• Define and execute the divisional growth strategy across:
• New customer acquisition
• Upsell and cross-sell
• Expansion, pricing, and bundle optimisation
• Build scalable, predictable revenue engines with strong KPI discipline
• Improve CAC efficiency and maximise LTV
• Convert media reach into a consistent, high-quality pipeline

Product & SaaS Operations

• Own the SaaS product and platform roadmap, aligned to commercial outcomes
• Ensure operational scalability, security, reliability, and performance
• Balance speed of delivery with governance and risk management
• Final accountability for product prioritisation and commercial outcomes, partnering closely with the CPO
• Work with Sales and Marketing leadership to prioritise ROI-driven development
• Commercialise AI capabilities to improve onboarding speed, compliance automation, customer insight, and operational leverage
• Lead multiple product teams across Compliance, HR, Consent, and Managed Services

Customer Success, Retention & Expansion

• Own customer success, onboarding, and account management
• Drive adoption, retention, and expansion through clear value delivery
• Improve churn, NPS, and customer lifetime value
• Deliver ARR performance at or above plan

Board & Executive Leadership

• Report to the CEO and partner closely with the Executive Chair and Non-Executive Directors
• Provide clear, data-driven reporting on performance, risks, and opportunities

Strategic Challenge

You will inherit a growing but complex portfolio with multiple products, legacy pricing, and customers at varying stages of maturity. Key challenges include:

• Accelerating price realisation
• Simplifying bundles and packaging
• Improving cross-sell execution
• Turning media reach into predictable revenue
• Outpacing a strong, well-funded competitor

This is a rare opportunity to shape the next phase of a category-defining SaaS business.

Background & Profile:

• Proven senior SaaS leader (MD, GM, VP, or equivalent) with full P&L ownership
• Demonstrated success scaling ARR, improving NRR, optimising pricing, and growing EBITDA
• Experience leading multi-functional SaaS organisations end-to-end
• Strong operational background with a track record of building operational excellence
• Commercially astute with disciplined execution

This role offers genuine board influence, significant strategic autonomy, and the chance to build long-term enterprise value in a high-impact, sector-leading SaaS business.