Head of Operations & Delivery

A fast-growing property industry training company is entering an exciting phase of expansion following sustained growth. As a mission-led business focused on helping entrepreneurs achieve financial independence through business and property, the organisation now seeks to appoint a remoteHead of Operations & Delivery for 30 hours per week to strengthen operational excellence, drive efficiency, and support scalable growth. This newly created senior leadership role will act as the operational integrator and gatekeeper of the business, taking full ownership of day-to-day operations and enabling the Managing Director to focus on strategic growth, partnerships, and vision without operational distraction.

Responsibilities:

• Act as the primary operational gatekeeper to the Managing Director (supported by the MD's EA)
• Resolve operational matters independently, escalating only when necessary
• Filter priorities and protect the MD's focus
• Ensure the business operates calmly, predictably, and efficiently
• Take authority for day-to-day operational decisions within agreed financial and strategic guardrails

• Own end-to-end delivery of all events and programmes
• Ensure consistent quality, seamless execution, and exceptional customer experience
• Oversee handovers between sales, operations, and post-event follow-up

• Line-manage: Head of Events & Community, Finance Assistant (payments & credit control), Executive Assistant (including operational reporting)
• Ensure teams are well-resourced, focused, and supported
• Lead recruitment, onboarding, and performance management
• Coordinate operational marketing delivery (timelines, execution, dependencies), while strategy remains with the MD
• Operate within agreed budgets and forecasts
• Ensure operational adherence to financial plans
• Identify and flag risks or variances early
• Own follow-through on financial decisions

• Maintain oversight via the Directors' Dashboard
• Own and monitor key KPIs including: Operational health metrics, NPS (event delivery performance), Capacity and resource management
• Identify delivery risks and performance gaps early
• Provide the MD with a clear and accurate operational performance view

• Act as the MD's execution arm
• Translate ideas and briefs into structured, actionable plans
• Drive follow-through and ensure cross-functional alignment
• Close loops and maintain momentum

• Own SOPs, CRM systems, automations, and operational reporting
• Continuously improve processes and remove friction
• Oversee the AI roadmap (supplier coordination, prioritisation, adoption)
• Ensure scalable systems without unnecessary complexity
• Special Projects
• Lead cross-functional initiatives
• Deliver one-off strategic and operational projects
• Problem-solve calmly and effectively under pressure

• Proven experience in a senior operations leadership role
• Demonstrated ability to lead complex operational environments
• Strong commercial and financial awareness
• Experience managing budgets and operating within financial guardrails
• Confident stakeholder manager, comfortable managing up and down
• Strong organisational skills with exceptional execution capability
• Calm, decisive, and comfortable taking full ownership
• Experience overseeing delivery, events, or programme execution advantageous
• Experience implementing or overseeing systems, CRM, automation, or AI adoption beneficial
• Excellent communication skills with the ability to translate strategy into action