Business Operations Director

Your core mission is to be the unlock for everyone else in the business.Our flywheels depend on our teams acquiring, delivering, selling and managing homes for our customers, and they can only do that when the business around them works. This is a Group role, but today the business is almost entirely Archie, so that is where your focus sits.

You own how efficiently we work: the people we hire and keep, the processes we use, the systems and AI we run on, and how we communicate. You create an environment where brilliant people can do their best work, leaders can effectively lead, technology makes us better, and defined ownership means the business moves at pace, with precision.

Your output is clearly evidenced on the bottom line. Better processes and AI across the business keep our overheads intentionally lean as we grow. You are a talented generalist who gets sh*t done, rather than holding multiple meetings about how you'd do it. You have the authority and confidence to lead the people in the function, while staying close enough to the detail to spot problems, challenge inefficiency and step in when something needs to move. You are a doer, not only a leader.

SPECIFIC EXPERIENCE

7+ years in business operations (BizOps) in the tech industry.

Ideally, you have scaled a business from c.30 to c.80 people.

You obsess over:

Scale: you think in tech-enabled processes that scale, and you won't settle for a fix that only works for the business we are today.

Efficiency: bottlenecks bother you, and you can't leave something complicated alone until it's simple.

People: you care deeply about whether the people we bring in will succeed, perform and love working here.

Culture: you constantly iterate our cultural experience to ensure the whole team is bought into the vision and knows what they need to do to achieve it.

EXCEL

You excel at:

Leadership across disciplines: you are self-assured in your own expertise, and humble and curious enough about the functions outside it to add value there, so the specialists you lead respect you for your leadership rather than for technical knowledge you don't claim to have.

Emotional intelligence: you take the time to understand what drives each person you work with, what their "why" is, and what they need to feel they've succeeded in their role.

Process implementation: you won't always create the process, but you make sure people are engaged with it and that it is implemented seamlessly into the business.

Early traction and strategic control.

• Filled 80% of time-sensitive open roles, with positive feedback from hiring managers on the improvements you made to the process.
• Created a plan covering every stage of the employee lifecycle, including onboarding, training, development, succession and remuneration reviews, with timelines, an owner for each stage and SMART outcomes.
• Rolled out the method, HSPG's approach to creating efficiencies across the business, end to end in two departments: analysed every process in each and completed all six steps.
• Took at least two operational areas off the MD, such as PR, company events, company policies or compliance training, so she has zero day-to-day involvement and is needed only for final sign-off.

12-month impact outcomes

Material impact and results within first 12 months.

• The method fully embedded across every department, with cost savings evidenced and the method used daily as part of our common language, not just written on the wall.
• The employee lifecycle plan delivered, with Great Place to Work results up by at least 10% in three or more areas currently scoring below 90%.
• Our ESG and social impact strategy launched, a JEDI (justice, equity, diversity and inclusion) team formed and running, and our B Corp certification maintained, including annual reporting and readiness for recertification.
• Cost per hire and retention on track against targets you set and agreed with the MD, based on your own analysis of what we spend on recruitment and why.

You are accountable for:

• People and culture: the full employee lifecycle, talent and our cultural experience.
• Operational processes and the method across every department, including the operations budget
• Systems, IT and AI, including the CRM and our software subscriptions.
• Brand, marketing, PR, internal communications and events, overseen through your team.
• Health and safety, compliance, ESG and social impact, the JEDI team and our B Corp certification.

You are not accountable for:

• Group strategy.
• Housing operations, such as customer complaints, housing management and property management.
• Owning any single part of the flywheel: you influence the whole flywheel rather than running one piece of it.