Head of Operations
Location:
Primarily office-based at Ulverston, (with occasional travel depending on business needs)
Reports to:
COO
Salary:
£50,000+ (dependent on experience)
About Citrus-Lime
Citrus-Lime is a fast-growing SaaS business providing Cloud POS, an end-to-end retail system designed specifically for independent retailers in the Cycle, Equestrian, and Outdoor sectors. Our platform brings together EPOS, Stock Control, Ecommerce, Supplier Data, Payments, Reporting and more, helping retailers streamline operations, improve customer experience, and grow sustainably.
We are profitable, financially strong, and process over £750 million in customer revenues annually. Since launching Cloud POS in 2018, we have transformed independent Cycle retail in the UK and are rapidly expanding in Outdoor and Equestrian. Our next stage of growth is international, with key focus areas in the USA, Canada, and Australia.
At Citrus-Lime, we believe that long-term success comes from building a consistent team of engaged, motivated people. When our customers grow, we grow.
We aim to double our turnover in the next five years, driven heavily by international expansion.
About the role
We are looking for a Head of Operations to sit at the heart of how Citrus-Lime runs day-to-day, working closely with the COO to ensure the business operates smoothly, efficiently, and in close alignment with our strategic direction.
This is a role built on visibility, judgement, and execution. You will maintain a clear picture of how each function is performing, where dependencies exist, and where friction is building before it becomes a problem. At its core, this role is about translating intent into action, converting strategic priorities into clear, owned execution plans and holding the business accountable to delivering against them.
A distinctive feature of this role is the expectation to step into interim departmental leadership when a seat is temporarily vacant. You will need the operational breadth to cover across functions and the leadership presence to keep teams focused, stable, and productive during periods of transition.
This role offers the opportunity to:
* Work at the operational center of a profitable, fast-growing SaaS business.
* Sit on the leadership team and contribute to strategic decisions alongside heads of department.
* Build trusted relationships with department heads across UK, Ireland, and USA entities.
* Play a key role in shaping how the business scales through its next stage of growth.
* Develop your career with clear progression, regular one-to-ones, and genuine investment in your development.
Key Responsibilities:
* Lead the day-to-day operational performance of all departments, ensuring work is delivered on time, to the required standard, and in line with agreed priorities.
* Support the COO in translating strategic priorities into clear execution plans with defined owners, milestones, and timelines.
* Maintain cross-functional visibility of interdependencies and proactively surface blockers before they escalate into material issues.
* Monitor operational KPIs across the business, identify deviations early, and provide recommended corrective actions.
* Step into departmental management roles on a temporary basis when a seat is vacant, maintaining team continuity and performance throughout.
* Build strong, trust-based working relationships with all department heads across UK, Ireland, and USA entities.
* Drive continuous improvement in processes, tooling, and operational rhythms to reduce friction and increase throughput.
* Maintain a regular cadence of operational reporting for the COO, providing clear and honest assessments of performance, risk, and progress against plan.
* Uphold and model Citrus-Lime’s core values in all interactions: curiosity, empathy, creativity, problem-solving, coachability, and commercial thinking.
Key Skills & Experience
* Proven experience in a senior operational role with cross-functional visibility and accountability.
* A track record of translating strategic priorities into clear, owned execution plans and holding teams accountable to delivery.
* Strong operational and analytical capability, comfortable working with KPIs and performance data.
* Excellent written and verbal communication skills, including the ability to produce clear, concise reporting for senior stakeholders.
* Calm and decisive under pressure, with the confidence to act within delegated authority and the judgement to know when to escalate.
* Highly dependable and consistent, someone who follows through, closes loops, and does what they say they will do.
* Commercially aware, with the ability to balance operational delivery with a broader understanding of business performance.
* Experience operating within a SaaS, technology, or high-growth SME environment is desirable, as is experience working across multiple geographic entities such as UK, Ireland, and USA.
Success measures you will be assigned against:
* Operational KPIs tracked consistently across all departments, with a clear rhythm of reporting and early escalation embedded in the business.
* Cross-functional blockers and dependencies identified and resolved earlier, with fewer issues reaching escalation stage unnecessarily.
* At least one interim cover period navigated successfully, with the affected team remaining stable, focused, and productive throughout.
* Department heads across UK, Ireland, and USA describe the Head of Operations as a trusted, reliable point of contact for operational coordination and escalation.
* Tangible improvement in at least two operational processes or rhythms, with measurable reduction in friction or increase in throughput.
What we offer:
* A key role at the operational heart of a profitable, fast-growing SaaS business.
* A seat on the leadership team, contributing to strategic company decisions alongside heads of department.
* Clear career progression and support with daily stand-ups, fortnightly one-to-ones, and annual reviews.
* Training investment and skill development opportunities.
* 31 days holiday, including bank holidays and time off at Christmas.
* Pension scheme.
* Private healthcare, including dental, optical, and mental health support.