Job Specification: Director of Operations

Reporting to: Chief Transformation Officer

Location: London ( Hybrid working ) Employment Type: Full-time

Salary: £110,000 – 130,000

Role Summary

The Director of Central Operations is a strategic leader responsible for driving operational excellence across multiple business functions. This role oversees internal communications, labour productivity, guest services, delivery operations, and project support. The successful candidate will collaborate closely with restaurant and central support teams to ensure consistent, high-quality performance and an outstanding experience for both guests and colleagues.

Key Responsibilities

Operational Strategy & Leadership

• Own and govern all operational policies and procedures impacting frontline teams.
• Lead capacity planning and resource management through accurate forecasting and deployment.
• Drive continuous improvement through workforce management systems and operational analytics.
• Collaborate with field operations and finance teams to assess and align resource needs with demand.

Internal Communications

• Develop and execute internal communication strategies that align with business goals.
• Ensure clarity, consistency, and engagement across all communication platforms.
• Support cross-functional teams in delivering smooth project transitions and service launches.

Guest Experience

• Oversee the end-to-end guest service journey, ensuring timely resolution of complaints.
• Conduct root cause analysis to identify service gaps and provide actionable insights.
• Champion the voice of the guest to inform operational improvements and enhance satisfaction.

Labour Productivity & Compliance

• Govern labour scheduling, rota management, and compliance across all operational sites.
• Optimise performance through accurate sales forecasting and cost control.
• Ensure targets are met through effective workforce planning and flexible deployment.

Project Delivery & Performance

• Lead operational project support, ensuring clarity of objectives and stakeholder alignment.
• Report work-in-progress (WIP) to senior leadership for accurate forecasting and planning.
• Monitor and ensure achievement of departmental KPIs and service level agreements (SLAs).

People & Culture

• Inspire and lead teams with a people-first approach, driving productivity and engagement.
• Embed a strong Health & Safety culture and ensure full statutory compliance.
• Role model exceptional leadership behaviours across the organisation.

Risk & Governance

• Identify, manage, and mitigate operational risks through established governance processes.
• Drive operational excellence and continuous improvement across all teams and processes.

Required Skills & Experience

• At least 4 years proven experience in an Operations Director level role within a national multi-site environment.
• Strong understanding of workforce management, labour optimisation, and compliance.
• Exceptional communication and stakeholder management skills.
• Demonstrated ability to lead change, drive performance, and deliver strategic initiatives.
• Analytical mindset with experience in forecasting, reporting, and data-driven decision-making.
• Passionate about delivering outstanding guest and colleague experiences.

Desirable Qualifications

• Degree or equivalent in Business, Operations Management, or related field.
• Experience with workforce management systems and operational planning tools.
• Project management certification (e.g., PRINCE2, PMP) is a plus.