Operations Director

Fresh; London; Hybrid; GBP 70,000 - 120,000; Full time

Job summary

A leading residential accommodation provider in the UK is seeking an Operations Director to enhance operational performance across a significant portfolio. This senior role demands a strategic leader who balances operational excellence with a focus on people and customer experience. Responsibilities include managing multi-site teams, driving service quality, and ensuring profitability while fostering a culture of excellence and innovation.

Qualifications

• Proven experience in leading large operational teams.
• Ability to manage budgets and operational margins.
• Strong understanding of resident lifecycle and satisfaction drivers.

Responsibilities

• Lead operational performance across a diverse portfolio.
• Foster partnerships with clients and stakeholders.
• Ensure regulatory compliance and commercial success.

Skills

Strategic Leadership

Operational Excellence

People Management

Commercial Acumen

Customer Experience Management

Data-driven Decision Making

Innovation

Job description

Join Fresh as our Next Operations Director South

Fresh, an award-winning residential for rent accommodation provider with a portfolio of over 20,000 beds across the UK and Ireland, is seeking a highly strategic and people-focused Operations Director.

In this pivotal role, you will lead operational performance across our diverse portfolio, operating within the Purpose-Built Student Accommodation (PBSA), Build to Rent (BTR), and Co-Living sectors. You will take full ownership of over 8,500 units and foster strong, strategic partnerships with a client base of over 15.

This senior role reports to the COO and involves leading the region with a matrix team of marketing and property SMEs to drive client outcomes. You will work closely with the COO to shape and deliver the future vision of residential living, focusing on strategy, commercial performance, and delivering exceptional experiences for residents and clients.

As the vital link between teams, assets, and stakeholders, you will ensure operational excellence, regulatory compliance, and continued commercial success across the region.

Location: Ideally based within commuting distance of London, with regular travel across London, South of England, and South Wales. Flexible home working is available.

What We Are Looking For:

We seek a confident, accomplished, and forward-thinking Operations Director who balances strategic vision with hands-on leadership. You will play a key role in delivering operational excellence, inspiring high-performing teams, and shaping the resident and client experience across our portfolio.

Strategic Leadership & Operational Excellence

• Proven experience leading large, multi-site operational teams within residential property, hospitality, or student accommodation.
• Ability to deliver scalable, consistent, and efficient services across a wide portfolio.
• Data-driven mindset with the ability to use insights to improve performance and decision-making.

People-First Leadership

• A motivating and collaborative leader who builds trust and drives a culture of service excellence.
• Track record in developing and empowering high-performing teams through coaching, clarity, and support.
• Committed to diversity, equity, inclusion, and wellbeing, aligned with our Be Wellbeing programme.

Resident & Customer Experience

• Strong understanding of the full resident lifecycle from move-in to move-out and the drivers of satisfaction and retention.
• Skilled in using feedback (e.g., NPS) to elevate service standards and operational delivery.

Commercial Acumen & Partner Management

• Strong commercial skills, including managing budgets, operating margins, and meeting client expectations.
• Capable of building long-term partnerships with institutional clients, JV partners, and developers.
• Experience with bids, mobilisations, or award submissions is a plus.

Growth Mindset & Innovation

• Passionate about shaping the future of residential living in a dynamic, evolving market.
• Confident in managing change, scaling operations, and driving continuous improvement.
• Brings fresh thinking, challenges the status quo, and actively contributes to innovation.

You will be proactive, energetic, solutions-focused, leading by example, and not afraid to get hands-on when needed. Your integrity and credibility will earn the trust of colleagues, clients, and partners. With a forward-looking mindset and a focus on results, you will continually seek opportunities to innovate, improve, and advance the business.

If you are ready to lead transformational change and deliver lasting impact, we would love to hear from you.