Shape the Future of Sustainable Living as Head of Operations – VELUX GBI

VELUX; Glenrothes; On-site; GBP 70,000 - 90,000; Full time

Job summary

VELUX is seeking a Head of Operations for Great Britain & Ireland (GBI) to lead operations, enhance customer experience, and drive performance improvement. This leadership role will shape strategic initiatives while fostering collaboration and excellence across the organization. The right candidate will possess a Master’s in Business Administration and substantial experience in operations and customer service.

Benefits

Strong opportunities for personal and professional development

Flexible workplace environment

People-first company culture

Qualifications

• Proven experience in operations and customer service leadership.
• Strong background in change management and process improvement.
• Commercial awareness with a track record in team development.

Responsibilities

• Lead operations division, focusing on customer experience and service delivery.
• Develop high-performing, customer-focused teams.
• Drive continuous improvement and optimize processes.

Skills

Leadership

Communication

Customer Service

Change Management

Process Improvement

Education

Master’s degree in Business Administration

Job description

At the VELUX Group, we’re committed to creating better living environments by bringing daylight and fresh air into homes, workplaces, and everyday spaces. As a global, family-owned company with deep financial roots and a clear sustainability focus, we reinvest in our people, our communities, and our planet — year after year.

Now, we’re looking for a strategically minded, people-first leader to join us as Head of Operations for Great Britain & Ireland (GBI). This is a unique opportunity to make a tangible impact — not only on our service delivery and internal teams but on the customer experience at the very heart of our business.

Leadership with Real Impact

Based in our modern Glenrothes office and reporting directly to the Vice President of Operations, North Europe, you’ll lead our GBI Operations division. This includes oversight of the Customer Interaction Centre, After Sales Service (comprising Field, Remote, and Technical support), and our Technical Training Academies.

As part of the regional leadership team, you will shape and implement the strategy for operational performance and customer satisfaction, while ensuring collaboration and alignment across functions and countries. You will help ensure that customers across the UK and Ireland receive not only excellent service — but memorable experiences that set us apart.

Your Key Focus Areas

Your core responsibility will be to ensure that our operations teams are equipped, aligned, and empowered to succeed. This includes:

• Developing and leading high-performing, customer-focused teams across key operational functions
• Overseeing order management, returns, service quality, and complaint handling
• Driving continuous improvement and efficiency through process optimisation and best practice implementation
• Setting and monitoring KPIs that drive accountability and performance
• Aligning operations with VELUX’s sustainability strategy and corporate goals
• Fostering cross-functional collaboration across departments within the Glenrothes office
• Contributing to regional and international projects across the VELUX Group
  
  

You’ll work closely with local and international colleagues, helping to shape services in response to market trends and customer expectations — always with a focus on long-term impact and value.

Who We Are Looking For

A confident and collaborative leader with a proven background in operations and customer service. You’re a strong communicator, a natural coach, and someone who understands the importance of balancing people, performance, and purpose.

You’ll likely have:

• A Master’s degree in Business Administration or a related discipline
• Substantial experience in customer support and after-sales service environments
• A solid track record of leading and developing diverse teams
• Change management and process improvement expertise
• Commercial awareness and the ability to translate strategy into execution
• A global or regional mindset, ideally with international project experience
• A high degree of empathy, integrity, and the ability to build trust across all levels
  
  

What We Offer

At VELUX, you’ll step into a role where your leadership will be felt — and where your ideas and insights will be heard. Our culture is defined by trust, mutual respect, and a genuine desire to grow together.

You’ll join a passionate, collaborative team with access to industry-leading tools and support. You’ll also benefit from:

• A forward-thinking, people-first company culture
• Strong opportunities for personal and professional development
• A meaningful role in a purpose-driven organisation
• A modern, flexible workplace environment with room to grow
  
  

Application

Learn more about the VELUX Group online at www.velux.com and VELUX Employee Stories

We are reviewing incoming applications and inviting for interviews on an ongoing basis. We look forward to receiving your application and CV as soon as possible.