Operations Director Hayes, Hybrid We’re looking for a hands-on Operations Director to build the engine that powers our next phase of growth. In this role, you’ll own the roadmap for 2026 and beyond, balancing long-term stability with day-to-day excellence. Your mission will be to drive operational leverage through intelligent automation and AI, scaling our output without compromising the 5* customer experience we’re known for. As a UK B Corp Certified salary sacrifice specialist, The Electric Car Scheme is on a mission to make net zero the obvious choice by making electric cars and other Net Zero Benefits easy, affordable and simple for employers to offer their people. Built on best in market pricing, complete employer protection and trusted 5 star service, we are accelerating the UK towards a net zero future while creating win win win outcomes for our customers, our team and the planet. Rated 4.9 on Glassdoor and certified by Welcome to the Jungle, there has never been a more exciting time to join a fast growing, purpose driven business transforming sustainable employee benefits. Key Responsibilities: Take full accountability for our delivery engine, encompassing Fulfilment (order to delivery), Customer Care (for both Employers and Employees), Customer Resolution, and Returns (end of lease and in life). In partnership with the CCO and CEO, shape the Operations and Service Strategy that will allow us to meet our ambitious 2026 growth targets. Lead and mentor a multi-layered management team, fostering a high-performance culture that empowers your managers to scale alongside the business. Lead the transition from manual, early-stage processes to robust, automated systems that simplify the experience for our customers and our internal team. Be hands-on in your use, facilitation and introduction of technology, automation and AI into the customer journey. Own operational performance reporting, using data-driven insights to identify bottlenecks and proactively drive improvements in service quality. Identify, propose and manage through product solutions to drive internal efficiency and enhance our service provision. Oversee the operational rollout of new offerings under the Net Zero Benefits umbrella, ensuring they integrate seamlessly with our existing infrastructure. Deliver growth plans within the allocated operations budget alongside identifying opportunities to improve unit economics through smarter, more cost-efficient workflows. Coach people leaders across other departments and drive the cross-functional collaboration necessary for our collective success. About you: Significant experience leading operations within a fast-growing environment, with a proven ability to maintain 5* customer outcomes as the business scales in complexity. Track record of designing and scaling complex processes from the ground up, showing that you can navigate ambiguity and build the structure needed for the next phase of growth. Forward-thinking regarding technology, with a practical understanding of how to leverage AI and automation to drive internal efficiency without losing the human touch in our service. Commercially astute, with experience owning operational budgets and delivering against both service-led KPIs and commercial performance targets. Extensive experience managing multiple teams and developing the next generation of managers; you know how to set high expectations while keeping a team motivated and aligned. Possess a pragmatic and positive approach to problem-solving, bringing the resilience and collaborative spirit required to help build a world-class organisation. Benefits: Hybrid working: Split your week between home and the office, with set in-office days on Mondays and Wednesdays Competitive equity options - own a part of the business 25 days holiday plus bank holidays Add 1 day holiday per year service buy / sell up to 5 days each year Flexible work policy with options to take into account family care Best in class Family Friendly Leave and Pay Use our own scheme to lease a vehicle through salary sacrifice and save 40-70% to drive a brand new electric car £500 pa. personal development budget £100 home office budget Bupa healthcare