We are seeking a dynamic, strategic, and results-driven Head of Operations to oversee and scale the operational backbone of a high-growth start-up in the hospitality sector.
Reporting directly to the COO, this role is responsible for leading multi-site operations, driving efficiency across teams and systems, and shaping the operational strategy that underpins ambitious growth plans.
The Head of Operations will bring structure and clarity to complex, fast-moving environments, ensuring that every site, unit, or event runs seamlessly. You will work cross-functionally with leadership across finance, product, marketing, and people to align day-to-day execution with long-term business goals.
The ideal candidate is a strategic thinker with hands-on experience, thrives under pressure, and has a proven track record of scaling operations in hospitality or other multi-site businesses.
What You Will Achieve in 12 Months
1. Strategic Operational Leadership
* Define and execute the operational strategy to support the start-up’s rapid growth ambitions.
* Build and continuously refine scalable systems, processes, and SOPs across all locations.
* Own and deliver against key performance metrics (efficiency, GP, margins, and customer satisfaction).
* Partner with the COO and broader leadership team to align operations with company goals and expansion plans.
2. Multi-Site Operations Management
* Oversee performance and operational excellence across multiple hospitality sites and formats.
* Ensure that each location is resourced, compliant, and running at peak efficiency.
* Implement systems to monitor, report, and improve performance across sites weekly.
* Anticipate risks and proactively solve operational challenges before they impact execution.
3. Team Leadership & Culture
* Lead, mentor, and scale a high-performing operations team.
* Develop leadership capability at unit and regional levels, ensuring accountability and continuous improvement.
* Foster a culture of ownership, operational discipline, and innovation.
* Work with People/HR to design and implement best-in-class training and onboarding programmes.
4. Commercial Performance & Cost Control
* Partner with finance and the COO to track GP, optimise cost control, and maximise margins.
* Oversee supplier and vendor strategy, including contract negotiations and pricing optimisation.
* Drive efficiencies in staffing models, scheduling, and resource allocation.
* Champion data-driven decision-making to improve operational and financial performance.
5. Growth & Expansion
* Lead operational planning and execution for new site launches and strategic partnerships.
* Ensure all permits, compliance, and logistics are in place for seamless rollouts.
* Create scalable playbooks for rapid and efficient new site openings.
* Support the COO and leadership team in evaluating and integrating new business opportunities.
Must-Have Experience
* 5+ years of experience in multi-site hospitality operations leadership, ideally within hospitality or food & beverage.
* Proven experience scaling operational systems and processes in a high-growth or start-up environment.
* Strong track record of leading and developing large, distributed teams.
* Expertise in financial performance management, GP tracking, and cost control.
* Ability to operate at both a strategic and hands-on level, balancing big-picture thinking with on-the-ground execution.
* Excellent stakeholder management skills, with experience working cross-functionally with finance, product, and marketing teams.
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