Operations Director

We're looking for an Operations Director to lead our Delivery Department from our headquarters in London. In this pivotal role, with international scope, you will contribute to VivaCity's mission of creating smarter, safer, and more sustainable cities. You will oversee a diverse team of 35 professionals across three key functions: Onboarding, Technical Operations & Customer Support, and Manufacturing. Your leadership will be instrumental in optimising departmental efficiency, enhancing customer satisfaction, and spearheading our global expansion efforts.,

• Set the strategic direction for the Delivery Department in alignment with company objectives to enhance operational efficiency and customer satisfaction.


• Lead and mentor three functional heads, optimising Delivery processes to improve the customer experience and operational output.


• Identify, diagnose and resolve challenges across the department, making strategic changes to resource allocation and approach, led and backed by data


• Collaborate with International Growth leadership to prepare for and implement expansion plans into North America and other key markets.


• Serve as the senior point of escalation for departmental issues, quickly resolving challenges to maintain high levels of client satisfaction.


• Develop and monitor departmental KPIs such as customer satisfaction, churn rate, unit economics, cost-to-revenue ratio and delivery times, using these metrics to drive departmental performance.


• Promote and embed company values within the department, fostering an inclusive and high-performance culture.
  
  As an Operations Director, you'll lead the charge in ensuring our clients not only achieve but exceed their goals with VivaCity. This role requires a strategic leader with a proven track record in managing delivery teams and scaling delivery operations, nationally and internationally, to drive significant value for our customers and the business.


• You have a proven track record in operational excellence and strategic decision-making within technology-driven industries.


• You have extensive experience managing diverse teams and delivering on ambitious growth strategies, particularly in international contexts.


• You have the ability to craft models and metrics for predicting workload, improving delivery forecasting accuracy, and enhancing operational efficiency, allowing you to evaluate the effects of incremental changes on operations and customer satisfaction.


• You are an effective collaborator and coordinator, leading continuous improvement through cross-departmental collaboration. You have strong financial acumen and data literacy, capable of leveraging KPIs for informed strategic decisions.


• You have experience in scaling national and international operations, and are familiar with investor relations and reporting.


• You have a demonstrated coaching mindset, working through your teams to execute department-level changes successfully.
  
  At VivaCity, we make cities smarter, safer, and more sustainable. We have over 5,000 AI sensors around the world, gathering real-time anonymous data on transport models, traffic flow, and travel patterns. This is used to help cities improve their transport networks; anything from justifying a new cycle lane to setting a new transport strategy for a region. We are dedicated to helping governments leverage our cutting-edge technology with a purpose which helps the community, citizens & residents, focused on improving either the long-term liveability of neighbourhoods or environmental sustainability.
  
  Establish a strong vision for the department, and bring others with you on that journey


• Maintain an industry-leading customer satisfaction score, aiming for continuous improvement in Net Promoter Score each quarter.


• Reduce delivery times and improve unit economics within the first year


• Establish and refine comprehensive KPIs to provide real-time visibility and actionable insights into departmental performance.


• Enhanced integration and communication between the Commercial and Delivery departments.


What we offer:


• Stock options.


• 25 days of holiday.


• Flexible working hours and work-from-home options.


• Enhanced parental leave.


• Up to three 'childcare' or 'dependant' days per year.


• Mental health support through Spill.


• Optional Bupa healthcare and dental care through salary deduction.