Head of Operations

The Head of Operations will lead and optimise all operational functions across a busy PCO car rental company, ensuring scalable systems, high service standards, regulatory compliance, and strong commercial performance.

This is a strategic and hands-on leadership role responsible for driving operational excellence across fleet management, customer operations, compliance, retention, process automation, and cross-functional execution. The role will play a key part in supporting growth while improving efficiency, profitability and customer experience.

Key Responsibilities

Operational Leadership & Strategy

• Develop and execute the company operational strategy aligned to business growth plans.
• Lead all day-to-day operational functions across fleet, driver support, compliance and fulfilment.
• Build scalable operating models, processes and controls to support expansion.
• Partner with the COO on strategic planning, operational priorities and performance improvement initiatives.

Fleet & Service Delivery Management

• Oversee end-to-end fleet operations including vehicle onboarding, utilisation, maintenance, repairs and asset performance.
• Drive improvements in vehicle uptime, turnaround times and operational efficiency.
• Ensure delivery of a seamless customer experience from onboarding through ongoing account management.
• Monitor service delivery standards and implement improvements where needed.

Customer Operations & Retention

• Own customer journey, retention performance and service quality metrics.
• Improve driver engagement, account management and retention initiatives.
• Identify operational opportunities to improve churn, upsell and lifetime value.
• Oversee complaints, escalations and service recovery processes.

Compliance, Risk & Controls

• Lead operational compliance across licensing, insurance, regulatory and internal control requirements.
• Ensure robust controls exist to manage claims risk, fraud exposure and operational incidents.
• Develop SOPs, audit processes and governance frameworks.
• Work closely with related group businesses where appropriate to strengthen risk management.

Commercial & Financial Performance

• Own operational KPIs and contribute to P&L performance.
• Manage cost efficiency, margins, and operational budgets.
• Drive improvements in revenue per vehicle, customer retention and profitability.
• Support pricing, capacity planning and growth decisions with data-led insights.

Systems, Automation & Process Improvement

• Lead implementation and optimisation of operational systems and automation tools.
• Improve integration across platforms (e.g. CRM, bookings, finance and fleet systems).
• Drive data visibility through dashboards, reporting and operational analytics.
• Champion continuous improvement and operational innovation.

People Leadership

• Lead, develop and mentor operational teams.
• Set KPIs and performance standards across departments.
• Build structure, accountability and a high-performance culture.
• Support recruitment, succession planning and team development.

Key Success Metrics

• Fleet utilisation and asset performance
• Customer retention and satisfaction
• Compliance performance and risk reduction
• Operational efficiency / cost-to-serve
• Revenue and margin improvement
• Process automation improvements delivered
• Team performance and service levels

Skills & Experience

Essential

• 5+ years in senior operations leadership roles
• Experience leading multi-functional operations teams
• Strong commercial and financial acumen
• Track record of scaling operations and improving efficiency
• Experience building processes, controls and KPIs
• Strong analytical and problem-solving skills
• Excellent leadership and stakeholder management skills
• Experience in mobility, fleet, automotive leasing, transport or regulated service businesses

Desirable

• Exposure to fast-growth or founder-led businesses
• Knowledge of operational systems, automation and reporting tools

Personal Profile

We are looking for someone who is:

• Strategic but hands-on
• Commercially sharp
• Operationally rigorous
• Data-driven and systems-minded
• Customer-centric
• Calm under pressure and highly accountable

Pay: From £48,000.00 per year

Work Location: In person