Operations Manager Reports to: Divisional Director (Operations)Location: Various, with travel required across Merseyside/South Lancashire Lead with purpose. Deliver excellence. Make an impact every day. At McCarthy Stone, we’re committed to enriching lives by creating vibrant, safe, and welcoming communities where homeowners can live independently and confidently. Our Operations Managers play a vital role in bringing this vision to life — leading teams and developments to deliver exceptional service, strong performance, and high standards. We’re seeking an experienced and inspiring Operations Manager to join our team. This is a key leadership position, responsible for driving operational performance, customer satisfaction, and service quality across our Retirement Living (RL) and Retirement Living Plus (RLP) developments. The Opportunity As an Operations Manager, you will report to the Divisional Director and be responsible for delivering efficient, compliant, and high-quality services across your region. You’ll lead and motivate teams to create outstanding experiences for homeowners, ensuring every development is well-run, engaging, and supportive. This role combines hands-on operational leadership with strategic oversight. You’ll use data, insight, and collaboration to achieve key performance indicators (KPIs) and business objectives, while championing continuous improvement and operational excellence. Key Responsibilities Lead and manage frontline teams across multiple developments, aligning performance with company objectives. Promote a customer-focused culture that consistently delivers strong results across service, compliance, and satisfaction. Maintain high standards in property management, safety, and overall homeowner experience through effective oversight. Work collaboratively with internal quality and operational teams to ensure consistency and continuous improvement. Support Estate Managers in achieving and maintaining strong regulatory ratings across all developments. Recruit, develop, and motivate Estate and House Managers, building high-performing and engaged teams. Deliver consistent operational standards that provide a solid foundation for ongoing improvement. Monitor and drive KPI performance, including customer satisfaction, budgets, occupancy, compliance, and employee retention. Oversee audits and quality assurance processes, ensuring timely actions and improvements are implemented. Partner with internal teams to resolve homeowner concerns and enhance overall experience. Participate in a shared on-call rota, providing out-of-hours support as required (additional pay included). About You You are an experienced operational leader with a strong focus on people, performance, and customer experience. You will bring: Proven management experience in a customer-focused organisation, ideally across multiple sites. Strong operational background in retirement living, housing, hospitality, or property management. Ability to lead, inspire, and develop teams both on-site and remotely. A track record of achieving business goals and improving service delivery. Sound knowledge of Health & Safety and regulatory requirements, with the ability to promote a proactive safety culture. Strong financial and commercial awareness, including budget management. Excellent communication, influencing, and problem-solving skills. Confidence in using Microsoft Office and digital systems. A commitment to safeguarding and supporting older and potentially vulnerable individuals. Qualifications RQF Level 5 (or equivalent) in Management or a related discipline such as hospitality, property management, housing, or leisure (desirable). Ongoing commitment to professional development.