Operations Director

Houst; London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Houst is seeking an Operations Director to lead its global operational strategy. This role involves overseeing a multi-functional team, driving efficiency improvements, and enhancing customer experiences across various markets. A proven leader with extensive operational experience will thrive in this high-impact position, guiding strategies that align with evolving market demands.

Benefits

25 days holiday

Hybrid working (3 days in office, 2 WFH)

Extra day off for birthday

Employee discounts

Pawternity leave

Pension scheme

MacBook for business use

Qualifications

• 10+ years of experience in operations, ideally in tech environments.
• Proven ability to build and scale high-performing teams.
• Advanced analytical skills with proficiency in SQL and Excel.

Responsibilities

• Define and lead global operations strategy across multiple functions.
• Manage a team of 70+ across various time zones and inspire high performance.
• Create scalable processes to enhance customer satisfaction and reduce costs.

Skills

Leadership

Data analysis

Customer empathy

Performance measurement

Cost control

Job description

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As Operations Director, you will be a key member of our Senior Leadership Team. You will own the strategy and execution across all operational functions, drive performance through data and systems, and lead a global team to deliver an exceptional guest and host experience across thousands of properties in multiple countries. This is a high-impact role for someone who thrives in ambiguity, builds for scale, and has a bias for action.

What you will do:

• Set Strategy & Drive Execution: Define and lead Houst's global operations strategy across Guest Experience, Property Maintenance, Supply Chain, and Channel Management. Build the infrastructure needed to support growth in both mature and emerging markets
• Deliver Operational Excellence: Create scalable, data-driven processes that increase efficiency, reduce cost-to-serve, and elevate customer satisfaction. Build and implement global Standard Operating Procedures (SOPs) that ensure consistency, speed, and quality
• Build & Lead a High-Performing Team: Directly manage 3 senior functional leads and oversee a global team of 70+ across multiple time zones. Inspire, coach, and develop leaders capable of scaling Houst's operational footprint and meeting ambitious KPIs
• Champion the Customer: Partner with Guest Experience and Product teams to increase NPS and review scores across markets. Translate customer feedback into actionable improvements across the service lifecycle
• Own Marketplace Performance: Optimize listings across Airbnb, Booking.com, and other platforms to maximize occupancy, pricing, and revenue. Lead the team responsible for real-time availability, dynamic pricing, and performance monitoring
• Drive Cost Efficiency & Financial Discipline: Manage multi-currency budgets and operational P&Ls. Continuously improve unit economics by refining supplier contracts, enhancing service quality, and reducing inefficiencies
• Collaborate Cross-Functionally: Work hand-in-hand with Commercial, Growth, Product, Finance, and People teams to shape Houst's broader business strategy. Ensure ops strategy is tightly aligned with company OKRs
  
  
  

Requirements

• 10+ years of experience in operations, preferably in high-growth, tech-enabled environments (e.g. marketplaces, hospitality, logistics, or property tech)
• Proven leadership track record, including building and scaling high-performing, globally distributed teams
• Obsessed with performance, you love using KPIs, dashboards, and metrics to measure success and continuously improve
• Advanced analytical ability, you can make sense of large data sets, build models in Excel/Sheets, and ideally know your way around SQL
• Operational success, you've built SOPs, optimised workflows, and implemented systems that stand the test of scale
• Deep customer empathy, you understand what makes a great customer experience and how to operationalise it
• Commercial & financial acumen, strong grasp of cost control, margin optimisation, and supply-side economics
• Global mindset, experience operating across markets, with an appreciation for cultural nuances and local ops
  
  
  

Benefits

• 25 days holiday
• Hybrid working (3 days in our London office, 2 days WFH)
• An extra day off for your birthday - because who wants to work on their birthday?
• Employee discounts - at heaps of restaurants, shops, gym memberships, cinema tickets and more
• Pawternity - We encourage proud parents of new pets to work from home to help their new member settle in
• Pension - We provide a pension scheme for all permanent employees
• MacBook - for business use

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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