Executive Director - Operations

GatenbySanderson; Nottingham; On-site; GBP 90,000 - 140,000; Full time

Job summary

Onward is seeking an exceptional Executive Director to join the Executive Team and lead our Operations function across housing management, neighbourhood services, and customer engagement.

Reporting to the Chief Executive, you will shape strategy, deliver the Customer Voice and Influence Strategy, drive service excellence, and embed technology to enhance the customer experience while working collaboratively with Boards, partners and communities.

Qualifications

• Senior leader with track record in social housing.
• Experience delivering large-scale operational services and transformation.
• Ability to work with Boards, customers and partners to drive change.

Responsibilities

• Lead housing management, neighbourhood services, and customer contact/engagement.
• Deliver Customer Voice and Influence Strategy and drive service excellence.
• Embed technology to enhance customer experience and operational efficiency.
• Collaborate with Boards, customers, colleagues and external partners to create value.

Skills

Strategic leadership

Stakeholder management

Change management

Governance

Commercial acumen

Tools

CRM systems

Job description

We are seeking an exceptional Executive Director to join Onward’s Executive Team and help lead one of the largest housing providers in the North West.

At Onward, we are united by our vision to make The Onward Difference: enabling people to be their best, in homes they love, and places they are proud of. With around 35,000 homes across Greater Manchester, Cheshire, Merseyside and Lancashire, we are committed to investing in our existing homes, building new affordable housing, and delivering services that make a lasting difference to customers and communities.

Reporting to the Chief Executive, the Executive Director - Operations will provide strategic leadership for housing management, neighbourhood services, customer contact and customer engagement. As an integral member of the Executive Team, you will play a pivotal role in shaping organisational strategy, overseeing the successful delivery of our new Customer Voice and Influence Strategy, and driving service excellence to ensure customers remain at the heart of everything we do.

We are looking for a senior leader with a strong track record of delivering outstanding customer services within the social housing sector. You will bring significant experience of leading large-scale operational services, driving transformation to ensure continuous improvement, and embedding technology to enhance the customer experience. Equally important will be your ability to work collaboratively with Boards, customers, colleagues and external partners, building trusted relationships and influencing positive change.

With strong commercial and financial acumen, you will have the vision and credibility to identify new opportunities, navigate change, and ensure services continue to deliver value, impact and excellence. You will be an inclusive and visible leader, motivated by making a genuine difference to customers and communities.

We strive for diverse teams so that we can create an inclusive culture which enables Onward to thrive and be representative of the communities that we serve.

Closing date: 5pm on Friday 11 September 2026.