Operations Director

Our client is a fast-growing company operating a multi-site service and education network. They are looking for an Operations Director to lead and scale end-to-end operations, strengthen service quality, improve operational efficiency, and build a standardized operating model across the organization.

The role will work closely with the executive team and cross-functional leaders to translate business strategy into scalable operating capabilities.

• Lead end-to-end operations across Head Office, regional teams, and multiple locations.
  
• Build and continuously improve operating models, SOPs, SLAs, governance frameworks, dashboards, and performance controls.
  
• Translate business growth plans into operational capacity, workforce, infrastructure, and resource planning.
  
• Own operational budgeting and cost optimization while contributing to overall P&L performance.
  
• Manage the customer lifecycle after acquisition, including onboarding, service delivery, retention, renewal, referral, and customer experience.
  
• Improve operational KPIs such as service quality, capacity utilization, productivity, retention, NPS/CSAT, and cost-to-serve.
  
• Standardize daily operations and ensure consistent quality, safety, compliance, and service standards across locations.
  
• Lead new-site operational readiness, launch, handover, and post-launch stabilization.
  
• Build and develop a strong multi-level operations organization, including succession planning and performance management.
  
• Establish audit, quality control, risk management, and continuous improvement mechanisms.
  
• Partner with Technology/Data teams to digitize processes and drive automation and AI adoption.
  
• Collaborate closely with Sales, Marketing, Finance, HR, Product/Academic, Technology, and Legal teams.
  

• Bachelor’s degree in Business Administration, Operations, Finance, Economics, Technology, Education, or a related field; MBA is a plus.
  
• 10+ years of experience, including at least 5 years in a senior operations leadership role managing multi-site or multi-region operations.
  
• Proven experience managing large-scale teams, budgets/P&L, operational transformation, or network expansion.
  
• Strong track record in improving areas such as customer retention, service quality, operational productivity, capacity utilization, cost efficiency, or process standardization.
  
• Solid knowledge of operational strategy, budgeting, unit economics, SOP/process design, audit and controls, KPI dashboards, and continuous improvement.
  
• Experience working with CRM/ERP or similar business systems; strong interest in automation and AI is preferred.
  
• Strong leadership, stakeholder management, analytical thinking, and change management capabilities.
  
• Experience in education, retail chains, healthcare, hospitality, or other multi-location service businesses is highly relevant.
  

• Customer-focused with a strong commercial and operational mindset.
  
• Data-driven, structured, and highly execution-oriented.
  
• Comfortable managing complexity across multiple locations and management layers.
  
• Strong ownership, integrity, and risk awareness.
  
• Able to balance growth, customer experience, quality, and cost efficiency.
  
• Hands-on when required and comfortable operating in a fast-growth environment.