SP Executive Search
Director of Operations
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Director of Operations
Location: West Midlands
SP Exec are delighted to be partnering with a leading business within the hospitality, leisure, and visitor experiences sector to appoint an experienced Director of Operations.
This is an exciting opportunity to join a growing organisation where you'll play a key role in leading the operational and commercial performance of a portfolio of customer-facing experiences.
You'll be responsible for driving operational excellence, improving commercial performance, and delivering exceptional guest experiences across a fast-paced, experience-led environment.
The Role
This is a varied leadership role combining commercial accountability with operational delivery. Working closely with the wider leadership team, you'll oversee day-to-day operations, lead high-performing teams, and identify opportunities to improve performance, profitability, and the overall customer journey.
Key Responsibilities
- Lead the day-to-day operational performance across multiple customer-facing experiences.
- Take ownership of operational budgets and contribute to overall commercial performance.
- Drive efficiencies while maintaining exceptional guest satisfaction.
- Review and improve operating procedures to maximise performance.
- Use operational data and commercial insight to improve trading performance and customer experience.
- Lead, coach, and develop operational teams, creating a culture of accountability and continuous improvement.
- Champion outstanding customer service across every touchpoint.
- Ensure the highest standards of health, safety, and operational compliance.
- Monitor performance against key business KPIs and implement improvement plans where required.
- Build strong relationships with internal stakeholders and support wider business objectives.
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About You
You'll be an experienced operational leader with a strong commercial mindset and a passion for delivering exceptional customer experiences. You'll thrive in fast-paced environments, enjoy developing people, and be confident making decisions that improve operational performance.
We're particularly interested in candidates from:
- Hospitality
- Leisure
- Visitor attractions
- Events
- Entertainment
- Experiential venues
- Theme parks
- Multi-site customer-facing operations
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You'll Bring
- Proven operational leadership experience within a customer-focused commercial environment.
- Strong commercial awareness with demonstrable P&L responsibility.
- Experience leading and developing high-performing teams.
- A track record of improving operational performance and customer satisfaction.
- Excellent stakeholder management and communication skills.
- Strong knowledge of health & safety and operational compliance.
- A proactive, hands-on leadership style with a continuous improvement mindset.
What's on Offer
- A high-profile operational leadership role within a growing organisation.
- The opportunity to shape operational performance and enhance guest experience.
- A collaborative environment with genuine autonomy and scope to make an impact.
- Long-term career development within a successful and evolving business.
If you're a commercially minded operations leader looking to take the next step in your career within a dynamic, customer-focused organisation, we'd love to hear from you.
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