Strategic Head of Tour Operations
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Your role
As Head of Operations (Strategic), you will play a pivotal role in aligning the operations
function with company-wide goals during a period of rapid growth and organisational
evolution. Sitting above the existing functional heads, you will take a helicopter view of
operational performance, risk, and capability. Your focus will be on strategic alignment,
cross-functional integration, and ensuring the operations department is equipped to scale.
You will have a drive to deliver outstanding customer experience whilst fostering a high
performing and positive team culture. You will work closely with the CEO and wider executive team, acting as the voice of
operational insight at board level, while enabling the functional heads to focus on delivery, people, and compliance.
Your responsibilities
Strategic Leadership
• Develop and implement a cohesive operational strategy aligned with business
objectives and growth plans, drawing on experience of tour delivery in both
domestic and international markets.
• Act as the primary strategic liaison between operations and the Board, translating
operational data into actionable insights and long-term planning
recommendations.
• Identify and close capability gaps across the operations function, including
structure, process, and systems.
• Serve as an escalation point for critical operational issues and play a lead role in
crisis or incident response.
• Understand the operational, cultural, and regulatory considerations of launching in
new international regions, and apply this insight to plan, implement, and embed
operations that align with business objectives.
Functional Oversight
• Provide leadership, coaching, and accountability for functional Heads across
logistics, workforce management, and compliance.
• Ensure coordination and alignment across operational functions and with other
departments ensuring seamless communication across the business.
• Work with People & Culture to shape workforce planning and succession within the
operations team.
Performance and Risk Management
• Drive standardisation and optimisation of operational processes across all bases
and services, while allowing for local adaptability where necessary
• Lead operational reviews and use data to identify bottlenecks, inefficiencies, and areas
for improvement.
• Define and monitor operational KPIs that go beyond BAU delivery - including
strategic impact, risk, and readiness to scale.
• Proactively manage risk, compliance and audit obligations, ensuring operational
governance standards are met.
• Drive efficiency, simplification, and data-informed decision making across all
operational layers.
Financial & Budget Accountability
• Lead the operational budgeting process in partnership with Finance, ensuring clear
alignment between business strategy and resource allocation.
• Oversee cost control and resource efficiency across all operational functions,
challenging spend where appropriate and ensuring value for money.
• Own forecasting and reporting for the operations function, providing accurate,
timely insights to the Board and Executive team.
• Support Heads of function to develop financial capability and confidence in
managing departmental budgets.
• Contribute to broader company financial strategy by identifying operational levers
that can support commercial outcomes.
Cross-Functional Collaboration
• Represent operations at board meetings and strategic planning sessions.
• Ensure the operations function is future-fit - anticipating infrastructure, people
and capability needs required to support business growth.
• Serve as a connector across departments to remove blockers, enable
communication, and champion integrated planning.
• Work with the CGO aligning fleet and resources to market demand to maximise
efficiencies and achieve our growth plan.
Key Skills & Experience
• Proven experience in a senior operations leadership role within a multi-site or
complex logistics service delivery environment in a scaling or complex organisation.
• Strategic mindset with ability to zoom between operational detail and board-level
thinking.
• Strong cross-functional leadership experience - with a track record of aligning
people, systems, and goals across departments.
• Commercially aware with strong financial acumen and comfort presenting to
executive or board level.
• Adept at change leadership, organisational design, and creating clarity during
periods of transition.
Desirable Attributes
• International operational leadership experience, including the successful set-up,
launch, and ongoing management of regional or overseas operations.
• PCV Transport Management Qualified (TM1) with a proven track record of
overseeing PCV operation
• Calm under pressure and able to lead through ambiguity.
• Excellent relationship builder with a high degree of emotional intelligence.
• Pragmatic, people-centered leader who understands the difference between
operational delivery and strategic enablement.
• Comfortable operating in evolving leadership structures and influencing in a nonhierarchical environment.