Our client is a premium leather restoration and care brand renowned for delivering high-quality craftsmanship and exceptional service. The company specialises in luxury leather repair, restoration, and maintenance, catering to clients who value quality, attention to detail, and refined finishing. With a strong focus on operational excellence and customer satisfaction, the company is committed to maintaining high service standards across all its offerings. To support its continued growth and ensure efficient service delivery, the company is now seeking to recruit an Operations Manager.
Reporting to the Founder, you will take full ownership of day-to-day operations across the workshop and front office, manage staff performance, ensure processes are followed, and maintain smooth business operations with minimal supervision. This role requires someone accountable, takes initiative and has good people management skills.
Job Responsibilities
Operations Management
Oversee daily workshop and office operations end-to-end
Ensure jobs move efficiently from intake to completion and delivery
Maintain and improve operational processes and workflows
Track turnaround times and enforce deadlines
Monitor inventory (materials, tools, products) and manage restocking
Team Management
Supervise artisans, customer service staff, and operations support staff
Set clear daily and weekly targets and ensure accountability
Monitor productivity and quality of work
Address performance issues promptly and professionally
Coordinate staff schedules, attendance, and task allocation
Reporting & Structure
Prepare weekly operational reports (jobs completed, pending, issues, stock levels)
Maintain clear records and tracking systems (spreadsheets, logs, job trackers)
Ensure SOPs are followed consistently
Customer & Service Oversight (Limited Direct Contact)
Oversee customer service standards without excessive direct handling
Step in only when escalation is required
Ensure customer communications are professional, timely, and aligned with brand
Problem Solving & Ownership
Identify operational problems and resolve them independently
Make practical decisions in the best interest of the business
Reduce reliance on the Founder for routine issues
Requirements
Minimum of 5 years of experience in luxury service or operations.
Experience managing artisans, technical teams, or service-based businesses is an advantage
Strong leadership and people management skills
Highly organised, structured, and process-driven
Able to work independently and take full ownership of responsibilities
Excellent written and verbal communication
Comfortable using spreadsheets, task trackers, and basic reporting tools