Operations Manager

Responsibilities:

Operations Management:

• Oversee daily workshop and office operations end-to-end.
• Ensure jobs move efficiently from intake to completion and delivery.
• Maintain and improve operational processes and workflows.
• Track turnaround times and enforce deadlines.
• Monitor inventory (materials, tools, products) and manage restocking.

Team Management:

• Supervise artisans, customer service staff, and operations support staff.
• Set clear daily and weekly targets and ensure accountability.
• Monitor productivity and quality of work.
• Address performance issues promptly and professionally.
• Coordinate staff schedules, attendance, and task allocation.

Reporting & Structure:

• Prepare weekly operational reports (jobs completed, pending, issues, stock levels).
• Maintain clear records and tracking systems (spreadsheets, logs, job trackers).
• Ensure SOPs are followed consistently.

Customer & Service Oversight (Limited Direct Contact):

• Oversee customer service standards without excessive direct handling.
• Step in only when escalation is required.
• Ensure customer communications are professional, timely, and aligned with the brand.

Problem Solving & Ownership:

• Identify operational problems and resolve them independently.
• Make practical decisions in the best interest of the business.
• Reduce reliance on the Founder for routine issues.

Requirements:

• Minimum of 4 years of experience in luxury service or operations.
• Experience managing artisans, technical teams, or service-based businesses is an advantage.
• Strong leadership and people management skills.
• Highly organised, structured, and process-driven.
• Able to work independently and take full ownership of responsibilities.
• Excellent written and verbal communication.
• Comfortable using spreadsheets, task trackers, and basic reporting tools.