Head of Business Operations

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take charge of the company's operational rhythm, which encompasses weekly cadence, action registers, decision logs, cross-functional follow-ups, and escalations.

• Develop and maintain regular operating reports and management packs for the Founder/CEO, focusing on KPIs, variances, root causes, responsible parties, corrective actions, deadlines, recovery status, blockers, and decisions.

• Ensure that any missed KPIs have recovery plans in place and that the responsible functional owners are actively driving them.

• Make certain that major operational functions define, accurately report, and review their KPIs while investigating any misses.

• Propel action and ensure commitment closure among functional owners and external partners.

• Analyze operational failures related to infrastructure, ownership, capacity, capability, management behavior, processes, systems, training, or performance.

• Implement the Build/QA/Own discipline in all recurring work.

• Manage organizational capacity and productivity, addressing role utilization, duplicated work, founder-held responsibilities, and ambiguous roles.

• Ensure business continuity during personnel changes, role transitions, or unowned recurring tasks.

• Oversee the inventory accuracy management rhythm across warehouses, stores, transfers, locations, discrepancies, stocktakes, and process compliance.

• Challenge inventory controls, including receiving, put-away, transfers, stocktakes, cycle counts, discrepancy resolutions, faulty stock treatment, and WMS/inventory system requirements.

• Provide operational assurance for e-commerce fulfillment, warehouse operations, and retail dependencies.

• Manage the HR Operations rhythm, which includes recruitment administration, onboarding, offboarding, probation control, and HR actions for managers.

• Govern Standard Operating Procedures (SOPs) and operating standards, ensuring they are well-documented, current, trained, utilized, and reviewed.

• Oversee technology priorities from an operational and business perspective, escalating any technology gaps as needed.

• Collaborate with Business Systems & Technology Operations on requirements, vendor management, configuration, implementation, integrations, migration, UAT, rollout, documentation, and access infrastructure.

• Ensure an effective IT/technology support operating model across both UK and international teams.

• Lead recovery efforts when plans fail through evidence review, plan resets, owner accountability, escalation, and follow-through.

• Report directly to the Founder/CEO and supervise the HR Operations Lead, Operations & Facilities Manager, and Order Fulfillment & Warehouse Manager.

⛳️ Requirements

• Proven experience in senior business operations, leading operating systems or operations integration.

• Significant experience in fast-paced omnichannel retail, e-commerce, consumer goods, grocery, or similar multi-site operations.

• Experience in managing managers or exerting credible authority over experienced functional owners.

• Proven ability to establish an operating cadence across multiple teams or functions.

• Track record of creating KPI rhythms that drive improved outcomes.

• Experience in preparing reports for the CEO or senior management that facilitate decision-making and recovery action.

• Ability to resolve cross-functional issues with a focus on ownership, action, deadlines, and evidence.

• Experience in reducing reliance on founders, CEOs, or senior leaders.

• Proficient in diagnosing issues related to infrastructure, capability, ownership, processes, systems, capacity, and performance.

• Adequate inventory management knowledge to understand and challenge inventory accuracy, receiving, put-away, stocktakes, transfers, discrepancies, faulty stock, and inventory system controls.

• Experience in enhancing operational outcomes through systems, dashboards, automation, AI, SOPs, or workflow redesign.

• Commercial acumen regarding stock, stores, customers, fulfillment, costs, service, and operational risk.

• Ability to lead distributed teams and maintain awareness of real-time developments without physical presence.

• Structured yet flexible approach, commercially literate, systems-oriented, AI-capable, calm under pressure, direct with managers, and skilled at escalating issues with options and recommendations.

• Capacity to operate fully within the UK working hours while leading across a distributed organization, including teams in the UK, USA, Korea, India, and external suppliers.

🏝️ Benefits

• Flexible remote/offshore work arrangement.

• Work schedule from Monday to Friday, 9am to 5:30pm UK time.