Operations Director

New Yesterday

Exceptional product. Real traction. Huge ambition. Heard is ready to scale and were hiring and Operations Director to do it right.
About Heard: Heard is an elevated fast casual burger concept from two Michelin-starred chef Jordan Bailey, created to take an everyday classic and make it exceptional. After years in fine dining, Jordan brings chef-level skill, bold flavour, and premium ingredients to burgers served fast and without compromise. Heard pairs signature burgers and beef salt fries with low-intervention wines and craft beers. Heard is on a mission to redefine fast-casual dining. Role Summary:
Were looking for a Head of Operations to take Heard into its next phase of growth. This role is about more than keeping the wheels turning, it's about levelling up our operation as we scale - with discipline, heart and best in class hospitality. Youll be responsible for the commercial and operational performance of each Heard site. That means P&L management, hands-on leadership of our General Managers and end-to-end accountability for systems, service standards, training, hiring, and site launch execution. Youll also be the glue between teams - working cross-functionally to ensure Heard runs smoothly and scales well. This role is for someone who knows how to put in systems that last, grow teams that thrive, and make operational excellence feel effortless.
What Youll Deliver in Your First 12 Months:
Manage site-level P&L performance: Youll be responsible for ensuring each site is delivering against budgeted labour and COGS targets, supporting revenue-driving initiatives and collaborating with marketing and finance to improve commercial outcomes.
Coach and develop a high-performing ops team: Youll lead our GMs and emerging leaders, creating a culture of accountability, consistency, and progression with clear frameworks for feedback, performance management, and succession planning.
Design and implement end-to-end training: Youll build structured onboarding and development programmes that nail standards across FOH and BOH, ensuring every team member understands the brand, the product and the playbook.
Support operational delivery of new site openings: Youll drive pre-launch planning to post-launch stabilisation, ensuring every site opens on time, on budget and with the right team and systems in place.
Build and embed scalable operating systems: Youll lead the development and adoption of Heards operational playbook - including SOPs, KPIs, labour planning, service standards and tools that improve execution and accountability.
Lead reporting on trading and operational performance: Youll own the rhythm of weekly and monthly reporting across sites - surfacing insights, flagging risks early, and ensuring performance is reviewed, understood, and actioned.
Act as a key cross-functional leader: Youll work closely with marketing, people, culinary, and finance to keep the operation aligned with the wider business
Key Requirements: Proven experience owning the P&L across a multi-site hospitality business with £10m+ in annual revenue
Track record of leading or co-leading successful new site launches
Experience leadership large teams and proven track record of driving performance, accountability and strong culture
Strong process mindset - track record of designing, implementing and enforcing systems that scale
Comfort with data tools and platforms - confident using POS/labour systems and analysing performance
Operational credibility in elevated fast casual, QSR environments
Experience in high-growth businesses ideally in the scale-up phase
Drives culture through action - fast-moving, values-led and always focused on making the team better
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Location:
South East London

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