Operations Director

Black Sheep Coffee Head Office

London•Competitive•Full time

Job Title: Operations Director (UK)

Location: SE1, London (Southwark)

Reports to: Chief Operating Officer (COO)

Department: Operations Employment

Type: Full-time

Salary: Competitive


Role Overview


Black Sheep Coffee is seeking an experienced and visionary Operations Director to oversee and drive the performance of our UK operations. Reporting directly to the COO, this senior leadership role will have responsibility for the Head of Operations (Corporate), Head of Operations (Franchise), and Head of Learning & Development.


The Operations Director will ensure operational excellence across both corporate and franchise stores, while also shaping the company’s Learning & Development agenda to build best-in-class teams. With a commercial and strategic mindset, this role is critical in strengthening brand consistency, delivering operational standards, and ensuring customer experience remains at the heart of our growth.


Key Responsibilities


1. Strategic Leadership

  • Lead the UK Operations & Learning & Development functions, aligning departmental strategies with company objectives.
  • Act as the bridge between corporate stores, franchisees, and central support teams, ensuring seamless collaboration.
  • Partner with the COO and wider leadership team to shape and execute the UK growth strategy.


2. Operations Excellence

  • Oversee operational performance across corporate and franchise stores, ensuring consistency in customer experience, compliance, and financial performance.
  • Drive continuous improvement in service standards, operational efficiency, and brand compliance.
  • Ensure new systems, tools, and processes are embedded effectively to support scale and efficiency.


3. Franchise Operations

  • Provide leadership and direction for the Head of Franchise Operations, ensuring franchisees are supported to achieve operational success.
  • Build strong franchisee relationships, ensuring alignment with Black Sheep Coffee’s brand values and operational standards.
  • Support franchisees in growing their portfolios and driving long-term success.


4. Learning & Development

  • Oversee the Head of Learning & Development, ensuring training programs empower teams and support operational goals.
  • Champion e-learning and in-store training to improve engagement, consistency, and compliance across the UK.
  • Ensure all new shop openings are supported with robust pre-opening and onboarding training.
  • Embed a culture of continuous learning and professional development aligned with company values.


5. People & Leadership

  • Lead, inspire, and develop a team of senior leaders, ensuring high performance and succession planning.
  • Champion cross-departmental collaboration with HR, Marketing, Supply Chain, and Quality Assurance.
  • Promote Black Sheep Coffee’s “One Team, One Dream” culture across the UK operations.


6. Growth & New Openings

  • Partner with the New Shop Openings Manager to ensure seamless execution of new store launches.
  • Support both corporate and franchise expansion by ensuring operational readiness and training delivery.
  • ·Align operational functions with the company’s ambitious growth strategy.


About You

  • Proven senior leadership experience within hospitality, retail, or QSR, overseeing both corporate and franchise operations.
  • Strong commercial acumen with a track record of improving sales, compliance, and operational performance.
  • Demonstrated success in leading multi-department teams, including operations and training functions.
  • Excellent communication and stakeholder management skills, with the ability to influence at all levels.
  • Strategic mindset with strong analytical skills, able to translate insight into results.
  • Passionate about customer experience, employee development, and operational excellence.
  • Highly organized, resilient, and adaptable in a fast-paced, growth-focused environment.


Benefits

  • Annual Discretionary Bonus - Up to 15% of previous years earning.
  • Monthly phone bills reimbursed – up to £50 per month.
  • Free coffee and hot drinks at any of our locations, plus 50% off food items.
  • Access to Wagesteam, offering a variety of high-street discounts.
  • 5% Interest on savings through Wagestream Build Pot.
  • Employee Assistance Programme (EAP) - Access to confidential counselling and advice
  • Wellness App through our EAP.
  • Pension plan through NEST pensions – 3% employer contribution.
  • Free daily breakfast, snacks and commercial coffee machine in the office.
  • Monthly pub drinks, biannual staff socials and a fully stocked drinks fridge.
  • Rapid career progression and development opportunities.


About Black Sheep Coffee…


Join the thriving team at Black Sheep Coffee, the rapidly expanding 4th largest coffee chain in the UK. With our sights set on further growth, this is an exciting opportunity to be part of our success story.


Since our establishment in 2013, we have captivated coffee lovers with our commitment to quality and innovation. As a testament to our dedication, we have risen to become one of the leading players in the UK coffee scene.


With our continuous expansion plans, there has never been a more exciting time to join us. As a member of our team, you will have the chance to contribute to our upward trajectory and be part of our ambitious journey towards shaping the future of the coffee industry.


We foster a dynamic and collaborative work environment where your ideas are valued, and your professional growth is encouraged. With a strong emphasis on teamwork and a passion for excellence, we provide a supportive platform for you to thrive and make a meaningful impact.


Don’t miss the opportunity to be part of a rapidly growing company that values innovation, quality, and the power of exceptional coffee. Join Black Sheep Coffee today and embark on a rewarding career that offers unlimited potential.