HEAD OF BUSINESS OPERATIONS

About Glassworks London

The role

Working pattern and location

• This is a remote, offshore role working UK business hours from Monday to Friday, 9:00am to 5:30pm UK time.
• The role leads across a distributed company involving the UK, USA, Korea, India, and external suppliers.

Operating rhythm and accountability

• Own weekly cadence, action registers, decision logs, cross-functional follow-up, and escalation.
• Create recurring operating reports for the Founder or CEO covering KPIs, variances, root causes, owners, corrective actions, deadlines, blockers, and decisions.
• Ensure off-track KPIs have recovery plans driven by responsible functional owners.
• Drive closure of actions and commitments by tracking ownership, evidence, drift, and interventions.
• Hold functional owners accountable across retail, ecommerce, warehouse, HR operations, finance, creative, marketing, buying, merchandising, production, and business development.

Systems and organisational capability

• Diagnose whether operating failures result from infrastructure, ownership, capacity, capability, management behaviour, process, systems, training, or performance.
• Apply Build, QA, and Own discipline with clear operating rails, QA gates, owners, evidence standards, and review rhythms.
• Own organisational capacity and productivity, including under-used roles, overloaded roles, duplicated work, Founder-held work, and unclear responsibilities.
• Own business continuity when people leave, roles change, responsibilities are exposed, or recurring work becomes unowned.
• Own SOP and operating-standard governance so critical processes are documented, current, trained, used, and reviewed.

Inventory and operational assurance

• Own the inventory-accuracy management rhythm across warehouses, stores, transfers, locations, discrepancies, stocktakes, and process compliance.
• Challenge inventory controls including receiving, put-away, transfers, stocktakes, cycle counts, discrepancy resolution, faulty-stock treatment, and system controls.
• Understand WMS and inventory-system requirements.
• Provide operational assurance across ecommerce fulfilment, warehouse operations, and retail operating dependencies without becoming the warehouse or retail manager.

People and technology operations

• Own HR Operations rhythm, including recruitment administration, onboarding, offboarding, probation control, people-process follow-through, and manager HR actions.
• Own technology priorities from an operating and business perspective and ensure material technology gaps are surfaced.
• Work in partnership with Business Systems and Technology Operations.

Candidate profile

• The role requires someone who can manage managers, improve systems, diagnose operating failures, drive recovery, and build organisational capability.
• Functional owners must have sufficient standards, decision rights, escalation routes, and operating infrastructure to continue execution without constant Founder review.
• The successful candidate must operate fully within UK business hours and lead across a distributed company.