Operations Director

Location: Field-based (South East Region)

Contract: Permanent

Hours: Monday to Friday, 9am–5pm (35 hours per week)

First Port is on an ambitious journey to redefine excellence in UK residential property management as the most trusted and professional residential property management company.

As an Operations Director, you will lead high‑performing teams and drive operational excellence across the South East region, with full regional accountability for operational performance, client satisfaction, and commercial delivery.

• Set and deliver the regional strategy, aligned to First Port’s overall business objectives.
• Own P&L accountability for the region, ensuring financial performance meets or exceeds targets.
• Drive sustainable growth, identifying opportunities to expand services and improve commercial outcomes.
• Act as the senior operational leader for the South East, ensuring consistency of standards and service delivery.
• Lead, coach, and develop a team of Associate Directors, building a high‑performing leadership structure.
• Create a strong talent pipeline, developing future leaders within the business.
• Foster a culture aligned to First Port’s leadership principles:
  Collaborative, Consistent, Simple, and Clear.
• Ensure robust performance management, succession planning, and engagement across all teams.
• Ensure delivery of KPIs, SLAs, and customer service standards across the region.
• Drive continuous improvement, identifying and implementing efficiencies in processes and systems.
• Oversee large, geographically dispersed teams, ensuring alignment and consistency.
• Lead the embedding of new systems, technology, and operational processes.
• Build and maintain strong relationships with key clients, developers, and stakeholders.
• Act as a senior escalation point for complex issues.
• Lead on high‑level client meetings, ensuring satisfaction and retention.
• Champion a customer‑first culture that consistently delivers excellent service.
• Partner with the business development team to support bids, tenders, and growth opportunities.
• Contribute to product and service innovation.
• Use data, insights, and market knowledge to inform decision‑making and strategic direction.

• Significant leadership experience within property management or a related sector.
• Proven track record of leading large, multi‑site operational teams through senior leaders (e.g., Associate Directors).
• Strong commercial acumen, with P&L responsibility and data‑driven decision‑making capability.
• Experience in delivering operational transformation and performance improvement programmes.
• Skilled in stakeholder management, including senior clients and internal executive teams.
• Exceptional communication and influencing skills, both written and verbal.
• Demonstrated ability to develop senior leaders and build high‑performing teams.
• Strong understanding of the UK residential property market (desirable).

We provide competitive salaries and a range of benefit packages, including private medical insurance, pension contributions, life assurance, gym membership discounts, and other exclusive benefits to help you and your family safeguard your future and look after your health. You will also receive the technology, training and support you need to do your job well.

We’re committed to promoting diversity at First Port and recruit on merit. We will make any adjustments that we can to support applicants through the recruitment and onboarding process. All applicants must be eligible to live and work in the UK without restrictions, and documented evidence of eligibility will be required.

Elevate your career. Reset the standard. Join First Port.