Job Description

Head of Operations

Bristol/Hybrid

Hiring Manager: Ben Robinson

The Opportunity

We have an exciting opportunity for an experienced Head of Operations to join Optimus, part of the Landmark Information Group. This is a senior leadership role, accountable for the effective, efficient and scalable delivery of operational services, ensuring teams, systems and processes are aligned to both current and future business needs, helping to transform the home moving process and drive speed and certainty with service.

You will provide strong operational leadership, embed best practice, and drive continuous improvement, while protecting Optimus’ distinctive culture and enabling sustainable growth, service excellence and outstanding customer outcomes.

The role will involve:

• Owning and leading day-to-day operational performance across Optimus, ensuring service levels, productivity, quality and customer outcomes are consistently achieved
• Translating business strategy into clear, actionable operational plans, priorities and performance measures
• Establishing effective governance, reporting rhythms and performance oversight to track delivery, risks and outcomes
• Building, leading and developing high-performing operational teams, with clear accountability and a strong focus on capability and succession planning
• Driving continuous improvement across processes, systems and ways of working, with a focus on efficiency, scalability, automation and risk mitigation
• Working closely with Finance and senior stakeholders to manage operational budgets, control costs and deliver value for money
• Embedding a strong customer-first mindset across operations and building effective relationships across Sales, Product, Technology, Finance, HR and Group Operations

About You

As the Head of Operations, you’ll be an experienced operational leader with a strong track record of delivering results in complex, service-led environments. You’ll bring a pragmatic, people-focused approach, combined with the confidence to lead change and make data-informed decisions.

You will have:

• Proven experience in a senior operational leadership role, ideally within a volume, service-led or regulated environment
• Strong operational performance management experience, including ownership of SLAs, KPIs and customer outcomes
• Experience leading process improvement, transformation or change initiatives at scale
• Commercial and financial acumen, including budget planning and cost management
• The ability to lead, motivate and develop high-performing teams, role modelling inclusive, values-led leadership
• Strong stakeholder management skills, with experience working cross-functionally in complex organisations

Experience within conveyancing, property or adjacent professional services sectors is highly desirable, as is strong data analysis and reporting capability.