Job Description

We're hiring a hands-on and strategic Global Operations Director to lead our end-to-end operations across multiple functions, markets, and time zones. Sitting on the Senior Leadership Team, you'll shape and deliver our operational strategy while getting hands-on with execution.


In this high-impact role, you will drive efficiencies through data and systems, and ensure our hosts and guests receive a consistently outstanding experience. This is a high-impact role for someone who can zoom out to scale and structure, but isn't afraid to dive in when things get messy.

Be Hands-On & Practical

Dive into the day-to-day when necessary, supporting escalations, refining workflows, or reviewing service delivery at a granular level. Jump in alongside your team to test ideas, solve problems, and accelerate execution where needed. Lead by example: you're not just managing performance, you're actively contributing to it. Manage contractors and external teams, including cleaning, maintenance, and other service providers, ensuring they deliver consistently high standards. Work directly with suppliers, such as laundry and other operational partners, to maintain seamless service delivery and strong relationships.

Set Strategy & Drive Execution

Define and lead Houst's global operations strategy across Guest Experience, Property Maintenance, Supply Chain, and Channel Management. Build operational infrastructure to support both mature markets and new launches. Develop a long-term roadmap for delivering scalable, tech-enabled service at a low cost-to-serve.

Deliver Operational Excellence

Create efficient, data-driven processes that improve speed, reduce cost, and elevate service quality. Design and implement global SOPs that ensure consistency while allowing for local adaptation. Monitor and act on operational metrics in real time, adjusting tactics when needed to hit targets.

Lead a High-Performing Global Team

Directly manage three senior function leads and oversee a geographically distributed team of 70+ across several time zones. Inspire and grow leaders, set clear KPIs, and foster a culture of accountability, ownership, and continuous improvement. Lead workforce planning, org design, and hiring for Ops as we scale.

Champion the Customer

Partner with Product and Guest Experience teams to increase NPS, reduce escalations, and ensure consistent 5-star service. Use guest and host feedback to identify weak points and guide meaningful improvements across the customer journey.

Own Marketplace Performance

Oversee optimisation of listings across Airbnb, Booking.com, and other key platforms. Lead dynamic pricing, availability management, and platform health to maximise occupancy and revenue. Monitor performance dashboards and drive action on real-time data insights.

Control Costs & Improve Financial Performance

Manage operational P&Ls and multi-currency budgets. Identify ways to improve unit economics by streamlining processes, renegotiating supplier contracts, and cutting waste. Build financial discipline into everyday operations without sacrificing service quality.

Collaborate Cross-Functionally

Work closely with our Growth, Commercial, Product, Finance, and People teams to align operational plans with company-wide OKRs. Partner with the SLT, contributing to broader business strategy and scaling decisions.

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