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.