Operations Director
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A high-growth, multi-site, consumer-facing business is seeking a commercially focused Operations Director to lead and scale its operational performance across domestic and international markets.
This role is responsible for driving execution, ensuring consistency across locations, and supporting continued expansion, including franchise operations. Working closely with the CEO, the focus is on delivering operational excellence, strong financial performance, and scalable systems.
Key Responsibilities
Operational Leadership
- Own day-to-day operations across multiple locations and markets
- Drive performance against key KPIs (efficiency, utilisation, service delivery)
- Identify issues early and ensure timely resolution
Multi-Site & International Operations
- Ensure consistent standards, uptime, and service quality across all sites
- Oversee vendor relationships, maintenance, and operational continuity
- Maintain visibility across markets and ensure aligned execution
Franchise & Expansion
- Support franchise operations, ensuring brand consistency and performance
- Build scalable frameworks for partner success and future growth
- Lead operational readiness for new site launches
Customer Experience
- Own and elevate the end-to-end customer experience
- Define service standards and quality metrics
- Ensure consistency across all customer touchpoints
Systems & Process Optimisation
- Oversee operational systems, reporting, and data accuracy
- Drive improvements in automation, efficiency, and scalability
- Support implementation of new tools and processes
New Site Openings
- Lead operational delivery for new locations
- Ensure readiness across staffing, systems, compliance, and suppliers
Compliance & Risk
- Ensure adherence to all regulatory, licensing, and safety requirements
- Manage risk, governance, and operational policies
Cross-Functional Leadership
- Partner with finance, people, marketing, and product teams
- Contribute to strategic planning and leadership decision-making
Team Leadership
- Lead and develop high-performing operational teams
- Build scalable structures to support growth
- Foster a culture of accountability and continuous improvement
Profile
- Senior leadership experience in multi-site, consumer-facing businesses
- Strong track record of improving operational performance and scaling systems
- Experience across international markets and/or franchise models
- Comfortable operating in fast-paced, high-growth environments
- Hands-on, commercially minded, and highly execution-focused
- Strong analytical and problem-solving capability