Head of Operations & Delivery

This is a remote position.

Business Ownership & Gatekeeping

• Act as the primary operational gatekeeper to the Managing Director (supported by the MD’s EA)
  
• Resolve operational matters independently, escalating only when necessary
  
• Filter priorities and protect the MD’s focus
  
• Ensure the business operates calmly, predictably, and efficiently
  
• Take authority for day-to-day operational decisions within agreed financial and strategic guardrails
  

Delivery & Events

• Own end-to-end delivery of all events and programmes
  
• Ensure consistent quality, seamless execution, and exceptional customer experience
  
• Oversee handovers between sales, operations, and post-event follow-up
  
• Act as senior escalation point during delivery
  

People & Capacity Management

• Line-manage: Head of Events & Community, Finance Assistant (payments & credit control), Executive Assistant (including operational reporting)
  
• Ensure teams are well-resourced, focused, and supported
  
• Lead recruitment, onboarding, and performance management
  
• Coordinate operational marketing delivery (timelines, execution, dependencies), while strategy remains with the MD
  

Financial Discipline & Performance

• Operate within agreed budgets and forecasts
  
• Ensure operational adherence to financial plans
  
• Identify and flag risks or variances early
  
• Own follow-through on financial decisions
  

KPIs, Oversight & Business Health

• Maintain oversight via the Directors’ Dashboard
  
• Own and monitor key KPIs including: Operational health metrics, NPS (event delivery performance), Capacity and resource management
  
• Identify delivery risks and performance gaps early
  
• Provide the MD with a clear and accurate operational performance view
  

Managing Director Support

• Act as the MD’s execution arm
  
• Translate ideas and briefs into structured, actionable plans
  
• Drive follow-through and ensure cross-functional alignment
  
• Close loops and maintain momentum
  

Systems, Process & AI

• Own SOPs, CRM systems, automations, and operational reporting
  
• Continuously improve processes and remove friction
  
• Oversee the AI roadmap (supplier coordination, prioritisation, adoption)
  
• Ensure scalable systems without unnecessary complexitySpecial Projects
  
• Lead cross-functional initiatives
  
• Deliver one-off strategic and operational projects
  
• Problem-solve calmly and effectively under pressure
  
  

Requirements

• Proven experience in a senior operations leadership role
  
• Demonstrated ability to lead complex operational environments
  
• Strong commercial and financial awareness
  
• Experience managing budgets and operating within financial guardrails
  
• Confident stakeholder manager, comfortable managing up and down
  
• Proven people management experience, including performance oversight
  
• Strong organisational skills with exceptional execution capability
  
• Calm, decisive, and comfortable taking full ownership
  
• Experience overseeing delivery, events, or programme execution advantageous
  
• Experience implementing or overseeing systems, CRM, automation, or AI adoption beneficial
  
• Excellent communication skills with the ability to translate strategy into action