Director of Operations
Base pay range: Salary guidance - £90-110K, plus bonus and benefits
Location: East Midlands (majority office based)
About the job: Northoaks is partnering with a rapidly expanding, £900m+ listed company, based in the East Midlands, to hire a best‑in‑class Operations Director. As the new Director of Operations you will be responsible for overseeing the group’s customer service, operations, billings, and support functions; and charged with driving the business forward in its next phase of growth. Reporting to the COO and working closely with the Senior Leadership team and board, you will balance entrepreneurial, fast‑moving and commercial outcomes, leading customer service delivery through an engaged team of over 150 people.
It is a great opportunity to become a future COO. This is a critical role in an exceptionally well performing business.
Key Responsibilities
* Leadership of 150+ across Customer Service, Operations, Billings, Change and Support.
* Provide great customer outcomes, ensuring efficiency in operations and embrace a continual improvement mindset to drive change and deliver savings in Cost to Serve.
* Drive a performance culture, with clear objectives and KPIs across the operational teams.
* Optimise the gross margin and net customer contribution achieved across the customer portfolio, through close customer lifecycle management.
* P&L and budget management, working to defined delegated levels of authority and driving cost efficiency.
* Drive organic growth by providing support, mentoring and challenge to business leaders.
* Collaborate with key senior managers to design and implement systems and process change to continually improve business performance.
* Proactively manage the bill‑to‑cash journey, identifying risks and implementing controls through the analysis of data ensuring no value destruction through the journey.
* Design and implement systems and process change to continually improve business performance. Remove waste by introducing business automation processes and bring innovation to ensure the Group can scale rapidly through the efficient delivery of new products and services.
* Manage the journey, controls and analysis of data along the operations of the Group.
* Build and maintain strong working relationships, both internally and externally, ensuring high standards of service are always provided.
Key Requirements
* A proven Operations Director with experience in driving high‑growth and achieving strong financial results and customer outcomes.
* A proven leader; someone with a strong track record of leading large teams from the front – with the ability to manage teams across a range of activities including contact centre and billings.
* A leader who can operate at strategic level and roll up their sleeves and get into the detail with their teams when necessary.
* Previous experience in a similar size organisation of £500m+ or PLC desirable.
* The ability to coach and develop large teams on the growth journey.
* The ability to communicate at all levels, be effective in spotting potential conflicts and resolving these amicably and appropriately.
* Commercial mindset with a can‑do attitude – not afraid to think big and drive bold transformational thinking.
* Knowledge of digital solutions and tools would be highly advantageous.
Seniority level
Executive
Employment type
Full‑time
Job function
Customer Service, General Business, and Project Management
Industries
Utilities, Telecommunications, and Telephone Call Centers
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