Operations Excellence Manager

The Operations Excellence Manager is responsible for overseeing the overall performance, operational excellence, and commercial success of a portfolio of customer-focused business locations. This role provides strategic leadership across operations, sales, customer experience, marketing, and financial performance while ensuring consistent execution of company standards.

Reporting directly to senior leadership, the Business Operations Lead serves as the primary operational leader, driving business growth, improving operational efficiency, developing high-performing teams, and ensuring an exceptional customer experience across all locations.

This role offers the opportunity to lead business operations across multiple locations, influence commercial performance, and play a key role in driving organizational growth and operational excellence.

Key Responsibilities:

Business & Operations Management

• Lead the day-to-day operations of multiple business locations, ensuring consistent execution of operational standards and service excellence.
• Develop and implement initiatives that improve operational efficiency, customer satisfaction, and overall business performance.
• Ensure compliance with company policies, procedures, and standard operating processes.
• Identify operational challenges and implement effective solutions to support business objectives.
• Monitor facility readiness and service quality to deliver a consistent customer experience.

Sales & Commercial Performance

• Monitor business performance through sales pipelines, occupancy or utilization metrics, revenue, and other key performance indicators.
• Partner with sales teams to achieve revenue targets and maximize business opportunities.
• Review pricing strategies, promotional activities, and commercial initiatives to support sustainable growth.
• Identify opportunities to improve customer acquisition, retention, and overall profitability.
• Prepare regular business performance updates and recommendations for senior leadership.

Customer Experience & Brand Standards

• Champion a customer-centric culture across all locations.
• Ensure brand standards and service quality are consistently maintained.
• Support customer engagement initiatives, events, and strategic partnerships that strengthen customer relationships.
• Monitor customer feedback and implement initiatives to continuously improve the customer experience.

Leadership & Team Development

• Lead, coach, and mentor site leaders and cross-functional teams.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Conduct regular coaching sessions, performance reviews, and development discussions.
• Identify succession planning, staffing, and training opportunities to strengthen organizational capability.
• Support employee engagement initiatives that promote high performance.

Performance Management

• Establish and monitor departmental KPIs aligned with business objectives.
• Analyze operational and financial performance to identify trends, risks, and opportunities.
• Develop improvement plans to address performance gaps and drive operational excellence.
• Ensure consistent implementation of policies, procedures, and best practices across all locations.

Financial Management

• Monitor operating budgets, expenses, and overall financial performance.
• Review monthly business reports, including revenue and profitability.
• Identify cost optimization opportunities while maintaining service quality.
• Support forecasting, budgeting, and business planning initiatives.

Qualifications:

• Bachelor's degree in Business Administration, Management, Hospitality Management, Marketing, Real Estate Management, or a related field.
• Minimum of 5 years of experience in operations management, business management, or commercial leadership within a customer-focused, multi-site environment.
• Demonstrated experience managing multiple business locations, branches, or service operations.
• Proven track record of driving operational improvements and business growth.
• Experience overseeing cross-functional teams, including operations, sales, customer service, and support functions.
• Strong understanding of business performance metrics, budgeting, and financial reporting, including P&L management.
• Excellent leadership, coaching, stakeholder management, and decision-making skills.
• Strong analytical, problem-solving, and communication abilities.
• Proficient in Microsoft Office applications; experience with CRM or business reporting tools is an advantage.