Job Description

Job Overview

The Head of Operations is responsible for the effective day-to-day management of all operational functions at the Strand. This includes oversight of both Front of House (FOH) and Back of House (BOH) activities to ensure a high-quality visitor experience, operational efficiency, and full compliance with health, safety, and licensing standards.

The role supports artistic and commercial objectives, maintaining a welcoming, safe, and inclusive environment for audiences, staff, and artists.

Key Responsibilities

1. Front of House (Customer Experience & Venue Operations)

Lead, train, and supervise the entire FOH team, including Duty Managers. Ensure excellent customer service standards across all public areas. Oversee ticketing, concessions, and merchandise operations to optimise sales and efficiency. Manage staff scheduling to align with all programming needs. Maintain high standards of cleanliness, presentation, and accessibility across public spaces. Address any customer complaints or concerns and ensure an agreeable professional resolution. Be a primary key holder and respond promptly to incidents, liaising with emergency services and ensuring a professional and safe resolution. Ensure compliance with fire safety, evacuation, safeguarding, and accessibility procedures during all public events.
2. Back of House (Technical & Operational Support)

Coordinate with technical, programming, and facilities teams to deliver screenings, performances, and events seamlessly. Oversee logistics, including equipment maintenance, stock control, and deliveries. Support production setup and breakdown in collaboration with key team members and visiting guests. Ensure BOH areas (projection rooms, dressing rooms, storage, etc.) are safe, organised, and operationally efficient. Liaise with contractors, maintenance staff, and cleaning teams to uphold building standards.
3. Operations and Facilities Management

Oversee maintenance and upkeep of the building and external areas. Manage supplier and contractor relationships, ensuring value for money and service quality. Ensure all operational systems (including but not limited to security, cleaning, IT, M&E, BMS and utilities) run smoothly and cost-effectively. It will also be critical to the long term performance and success of the Strand that post-handover (estimated June 26) the new M&E equipment installed is successfully commissioned and works in tandem with inter-connected equipment. Warranties of all the new M&E equipment installed must also be maintained appropriately to ensure the long term success and cost control of the venue. Develop and enforce policies for efficient use of resources and sustainability practices.
4. Health, Safety, and Compliance

Act as the venue's Health & Safety lead, ensuring all policies are implemented and regularly updated. Conduct and review risk assessments for events, screenings, and facilities. Oversee first aid, fire marshal, safeguarding, and security procedures. Ensure full compliance with licensing and statutory requirements (cinema, premises, alcohol, etc.).
5. Colleagues, Volunteers, and Human Resources Management

Lead recruitment, induction, and ongoing training for operational and FOH staff. Oversee recruitment, onboarding, and coordination of volunteers. Develop and maintain HR policies and procedures in line with best practice and employment law. Manage employee relations, performance reviews, and professional development planning. Support workforce planning, succession management, and wellbeing initiatives. In conjunction with the Accounts Manager, administer or coordinate payroll and benefits as required. Promote a diverse, inclusive, and supportive team culture focused on respect and collaboration.
6. Training and Organisational Development

Identify training needs and develop programmes to support colleague growth. Evaluate training outcomes and continuously improve learning opportunities. Support change management, team engagement, and cultural development initiatives.
Job Type: Full-time

Pay: 40,000.00-45,000.00 per year

Benefits:

Casual dress Employee discount Store discount
Work Location: In person