Operations Manager

Location: London (Hybrid min 3 days in Office)
Salary:
Reports to: Head of Operations

is a flex workspace provider for businesses who care about people.
We believe that happy teams deliver measurable benefits for businesses. Thats why everything we do from workspace design to delivering a best-in-class personal service is designed to create happy working environments. We have shared workspaces across London Reading and Manchester; with 8000 members; and an amazing team of nearly 70 who share our ambition to redefine the workspace experience for the better.

About the Role

As Operations Manager youll build the operational backbone that allows to run simply reliably and at scale. Your focus is to reshape how we work across all departments simplifying internal processes improving tools and data and making service feel consistent and dependable for our members.

exists to make peoples work-lives happier. We stand out through the way we bring service simplicity and community together and thoughtful reliable operations are what make that possible every day.

As our portfolio and ambition grow so does the opportunity to evolve how our systems processes and data support the this role youll take what already works well and build on it: simplifying ways of working improving how tools connect and designing scalable solutions that create headroom for teams and confidence for members.

In this role you will redesign workflows strengthen our systems improve upstream data quality and remove friction from the member journey. Youll simplify how teams work embed sensible automation and reduce the noise that gets in the way of delivering great service. Youll also take ownership of reducing manual workload improving system reliability and supporting our progress towards our commercial and margin goals.

This is a rare chance to transform the engine that sits beneath the experience. Working closely with Membership Sales People Facilities Finance Digital and IT youll put in place the structures systems and processes that keep operations running smoothly for our members and the people supporting them. Your work will give the business a clear blueprint for scale and a more predictable foundation for growth.

What Youll Be Responsible For

Operational Architecture

• Strengthen core workflows across all our departments simplifying cross-functional processes and improving data collection methods across our systems.

• Design and deliver an automation roadmap that reduces manual effort and supports consistent scalable ways of working focusing on where it adds the most value.

• Set and maintain operational data standards across tools and workflows ensuring clean consistent information is collected and used for billing renewals forecasting and commercial reporting.

• Continuously improve the end-to-end member journey: from sign-up and onboarding through account management renewals and exits ensuring the experience feels seamless and aligned with our service and community promise.

• Evolve our SOPs so they are simple useful and trusted; support teams to embed them so service feels consistent across all locations.

• Strengthen how operational performance is measured by refining Space Audits to capture service standards systems reliability and facilities factors that affect member experience and ensuring actions are followed through.

• Lead operational change in a structured thoughtful way clearly communicating the rationale for updates and creating safe simple routes for feedback.

• Chair the Guru Knowledge Council and evolve our internal knowledge base so content is accurate easy to follow and kept up to date as we grow.

Commercial enablement

• Build commercial understanding into operational design by analysing the cost impact of workflows systems suppliers and administrative load.

• Support budget decisions and identify where efficiencies can be achieved while protecting standards and long-term value.

• Embed commercial awareness into operational design by understanding the cost and value impact of workflows systems suppliers and administrative activity.

• Support budget decisions by identifying opportunities to improve value for money while protecting service standards and long-term sustainability.

• Strengthen the operational foundations that support ancillary revenue ensuring usage is visible well-tracked and billed accurately as the business scales.

• Partner with Membership and Finance to support clear reliable billing processes that are understood and trusted by members.
  

Systems and IT Operations

• Improve how our systems support day-to-day service reducing friction across Nexudus Wi-Fi access control AV printing and digital workflows.

• Own the reliability and consistency of operational systems by setting expectations for data quality usage and issue resolution.

• Work closely with the Systems Analyst and IT partners to resolve recurring issues pushing for root-cause fixes.

• Introduce simple reporting that highlights friction points recurring problems and data gaps allowing us to act early and reduce the impact on members.

• Guide decisions on tools and system spend helping streamline costs reduce duplication and invest where it strengthens service and operational resilience.

• Set clear expectations for day-to-day system use ensuring processes are understood and consistently followed while the Systems Analyst manages technical delivery.

Facilities & Building Operations

• Provide senior oversight on compliance and H&S ensuring strong routines clear ownership and reliable escalation routes.

• Act as the point of escalation for complex or sensitive issues ensuring we respond quickly and with member experience in mind.

• Strengthen the relationship between FM and Membership by surfacing patterns clarifying expectations and ensuring the FM function is experienced as responsive and dependable.

• Support the Facilities Manager in holding contractors accountable for quality reliability and value helping identify trends root causes and cost/quality trade-offs.

• Build better visibility of spend within the FM function supporting decisions on where to invest where to hold and where sustainable efficiencies can be found without compromising standards.

• Implement a clear predictable process for how issues flow from sites to contractors and into resolution with transparent communication back to Membership teams.

People Management

• You will initially manage the Facilities Manager and as the team grows youll support the development of future roles within the operational function.

• Provide supportive grounded leadership consistent with values setting clear routines and expectations for how teams adopt new workflows and systems helping managers build confidence capability and consistency.

• Support day-to-day performance coaching development planning and behaviour expectations working closely with the People team for guidance tools and training.

• Model calm structured communication through periods of operational change helping teams feel supported and connected to the wider purpose behind the work.

Your Skills

• Minimum 5 years experience in an operations management continuous improvement or process improvement role

• Strong knowledge of Lean Six Sigma and process optimisation principles

• Proven ability to manage multiple projects simultaneously

• Proven experience managing multi-site operations

• People Management experience

• Analytical mindset with experience in data interpretation and decision-making

• Excellent communication and interpersonal skills able to influence at all levels

• Ability to work independently and as part of a team to plan and deliver projects on time

• Proficiency with project management tools and data analysis platforms (Excel ASANA etc.)

• Strong problem-solving skills and practical approach to solutions

• Desirable Platforms experience:

  • Hands-on experience with Nexudus (including initial set-up and optimisation)

  • Experience using HubSpot to support sales pipelines reporting or member journeys

  • Experience using Zapier to automate workflows between systems

Why youll love

Work happiness is our passion and this starts with our own team. We offer a supportive working environment plenty of training and development opportunities competitive salary monthly wellness package team joy budget quarterly socials and more so you can work happier.

At were committed to providing an inclusive environment for our team and our members as we believe that diversity breeds a more innovative creative and caring an equal opportunity employer. Everyone who applies to will be considered for employment without attention to race age ethnicity religion sexual orientation gender family or parental status or disability status. Ready to join the way Were excited to hear from you. Heres our Privacy Policy by applying for this job you accept how we will use your data.

Christmas Break Notice

We are on annual leave from 25 December to 5th of January.

If you do not get invited to an interview this side of Christmas it does not mean that you are rejected it just means we arent here to respond to you.

All interviews will be conducted in the New Year!