DescriptionAbout the PositionThis is a senior, full-time role leading operations and facilities across all US locations. You'll report to the Managing Director of North America, while partnering very closely with the Global Operations Director Community Manager teams, and Area Managers
This is more than a facilities role. You will be the sole person who drives and develops our operating model across the region - optimising cost out of the base without ever harming the member experience, negotiating our contracts to what we actually use, and building empowered site teams who own the day-to-day. Additionally, you will own the US operations budget, the regional budget target, the vendor relationships, the standards and compliance - and you'll be the go-to operational authority for the region.
What you'll own- Own the US operations cost and the regional efficiencies that will help create and optimise targets - you drive the program end to end.
- Baseline → calibration → optimise: Put our method into practice: baseline each cost line to its actual need, recalibrate contracts to what we truly use, then optimise - Tender, procurement and demand-led services.
- Deploy the standards, routines, central catalogue and operations app so every US site runs the same way.
- Identify, size and land savings; track them against target and report progress
- Lead and develop the site teams (work with the CM teams)
- Partner with the Managing Director, whose Community and Area Managers run the day-to-day: you set the framework - standards, contracts, budget - and they deliver within it.
- Coach, train and mentor Area and Community Managers on routines, standards and app; be their go-to authority and first escalation for operational issues.
- Empower site teams to own first-line facilities (daily checks, fault logging, contractors, supplies) within clear spend authority; move specialist and macro work to the right contractors.
- Resolve cost-versus-service with GMs through shared KPIs,
Facilities, maintenance & health and safety- Oversee building systems, cleaning and maintenance across the region; run preventive & corrective maintenance to best-in-class standard.
- Own health & safety, statutory compliance and security (access control, CCTV, security vendors) across the region.
- Be the escalation point for major facilities emergencies; liaise with landlords on compliance and contracts.
- Support new openings, fit-outs and construction projects in the US.
Vendors, contracts & procurement- Own vendor relationships, SLAs and performance; negotiate terms and bundle contracts where it lowers cost.
- Run re-tenders with central procurement; keep contracts recalibrated to actual scope and usage; hold price through monthly vendor and quarterly business reviews.
Budget, cost & reporting- Own and manage the US operations budget; monitor spend, close issues a
- Drive energy-efficiency, supply-chain and vendor savings; align budget to short- and long-term goals.
- Report monthly on KPIs, budget, savings vs target and member-experience health.
RequirementsWhat success looks like - first 6-12 months- The US cost base recalibrated and key contracts renegotiated; the region tracking to its savings target.
- Standards, catalogue and app live across every site within the region
- Cleaning and services running demand-led, with member experience maintained or improved.
- A clear monthly line of sight on cost, compliance and vendor performance.
What you'll bring- 5-10 years in operations / facilities management, ideally multi-site - a must.
- A track record of taking cost out while protecting service quality and the customer / member experience - a strong advantage.
- Hospitality background - strong advantage.
- Strong vendor negotiation and contract management.
- People leadership - building, coaching and developing site teams across multiple locations.
- Working knowledge of critical building systems (heating, cooling, fire & life-safety), security, IT and AV.
- Data-savvy and tech-savvy - comfortable with operations apps, dashboards and reporting.
- Exceptional project management and multitasking; able to travel across the region as and when needed (25% travel)
Critical competencies for success- Change leadership - you can drive a new operating model and bring teams with you.
- Commercial & cost acumen - you read a budget and find the savings, without cutting into service.
- A great communicator, clear and concise, who can 'read the room'.
- Entrepreneurial, hands-on and dependable - getting the basics right matters to us.
- High integrity, self-aware and empathetic; a resourceful problem-solver, quick on your feet and a fast learner.
Salary Range: $100,000 - $130,000 annually (depending on experience and qualifications)
