Head of Operations

AFC Wimbledon is a professional football club with a story like no other. Reformed by fans in 2002 to continue 135 years of Wimbledon sporting representation, the Dons returned home to Plough Lane in 2020 to its stunning new home, the Cherry Red Records Stadium. The 9,000-capacity ground was funded predominantly by our own supporters, used for AFC Wimbledon matches, other professional sports matches, and community events. The stadium is the newest in the English Football League.

What makes AFC Wimbledon genuinely unique is who owns the club. Through The Dons Trust, the club is majority fan-owned - with every one of its 7,500 members holding an equal stake and an equal vote. Our men’s team play in EFL League One. Our women’s team compete in the FA Women's National League Southern Premier (the third tier). Our Academy develops the next generation of professional players for our first team and beyond. And the AFC Wimbledon Foundation delivers award-winning community and charitable programmes across south London.

The stadium is designed to deliver excellent facilities for supporters, players, guests and staff and boasts a year-round roster of men’s and women’s football, rugby league, as well as - more recently - American Football matches. Our conference & event schedule is also flourishing. AFC Wimbledon are proud of delivering an outstanding matchday experience, which was recently ranked 2nd= in the entire EFL of 72 clubs based on supporter feedback. We were also recently awarded a Gold standard award for Family Excellence in the EFL.

About the role:

We are seeking an experienced and dynamic Head of Operations to be responsible for overseeing and managing critical aspects of stadium and Training Ground operations, delivering safe and successful major matchdays and events. The successful candidate will be expected to lead and oversee operations on the vast majority of major matchdays held at the stadium (approximately 40 a year).

The role oversees a blend of in-house and outsourced services, namely:

• In-house team: maintenance (2 staff members), security (2 staff members), health & safety (1 staff member), Reception (1 staff member) and IT team (2 staff members).
• Grounds maintenance, which is a hybrid model with Sports Turf International and one club-employed Grounds person.
• Catering partner, Aramark UK.
• Stadium security partners, Amity and an additional supplier to be confirmed.
• Stadium presentation partner, Cirka.
• A range of trusted partners and suppliers.

The successful candidate will play a critical role in ensuring the smooth functioning of the stadium all year-round, with an obvious focus on major matchdays and event delivery. The Head of Operations will also oversee the first team’s training ground and Academy site operations, currently located at a third-party owned, nearby site in New Malden.

This position reports to the club’s Managing Director, sits on the stadium team’s leadership team, and will be required to present to the club board when required. The Head of Operations will play a key part in the club’s Development Committee, which comprises board members and trusted advisors.

Key day-to-day relationships include the Football department and specifically Director of Football, the club’s commercial team (for matchday hospitality delivery, ground hires, filming bookings etc) and marketing team, the General Manager of our catering operation, and senior figures at London Broncos Rugby League team and Chelsea Women F.C. (who play domestic and international cup fixtures at the Cherry Red Records Stadium).

The successful candidate will also work closely with the Safety Advisory Group, MET Police and Merton Council, alongside the club’s Head of Security, as well as local resident groups.

We require someone with a comprehensive understanding of all facets of stadium operations: indeed, the role will suit a strong all-rounder. We are seeking someone with strong leadership and line management skills, the ability to multi-task and work at pace, strong experience in budget management, and an operator with a process-focused approach with high attention to detail. We require someone with significant experience in the management of outsourced contracts for areas such as catering, cleaning and security.

Key Responsibilities:

• Club Strategy – Align operational strategies with the club’s long-term vision and objectives.
• Operational Management - Coordinate and supervise the day-to-day operations of the stadium, ensuring all facilities and services meet the required standards and comply with regulations.
• Team Leadership - Lead, train, and motivate a diverse team of operations personnel. Conduct performance evaluations and provide guidance for career development.
• Contract management – Oversee a range of partnership / supplier agreements, including catering, security, grounds management, soft services delivery including cleaning, waste management, pest control, hard service providers.
• Ensure all areas of the stadium are clean, safe, and well-presented.
• Relationship management with key partners, namely London Broncos Rugby League team, and Chelsea Women F.C.
• Liaise with government bodies such as councils, SAG and Police.
• Facilities - Oversee the maintenance team, ensuring that all stadium assets are sustained and maintained, scheduling works accordingly.
• Security - Work closely with the in-house and external security teams to ensure the safety and security of all stadium visitors, staff, and assets. Develop and implement security protocols and respond to emergencies as needed.
• IT Systems - Collaborate with the IT team, and our partner Ultima, to ensure the reliability and security of all technology systems, including networks, systems, ticketing, communications, digital, visual and audio.
• Grounds Maintenance - Supervise the grounds maintenance team, ensuring the stadium's playing pitch and surrounding areas are in optimal condition for events. Oversight of the club’s training ground is also a key requirement.
• Health and Safety - Implement and enforce health and safety policies and procedures. Ensure compliance with all relevant regulations, insurance, and conduct regular safety audits.
• Event Delivery - Work closely with event managers / coordinators to ensure seamless operations during events, including managing logistics, staffing, and crowd control. Review schedules of works and other events to prevent conflict and ensure smooth operations.
• Budget Management - Develop and manage budgets for operations, ensuring cost-effective use of resources. Monitor expenses and identify opportunities for efficiency.
• Lead planning and execution of capital improvement projects, contractor performance and vendor relationships. Overall budget holder for the stadium’s CAPEX investment.
• Stakeholder Collaboration - Collaborate with internal and external stakeholders, including vendors, contractors, and local authorities, to ensure successful stadium operations.
• Continuous Improvement - Identify and implement opportunities for operational improvement, innovation, and sustainability.

Qualifications & Requirements:

• Experience – At least 5+ years’ experience in operations management, in a sports stadium or large event venue setting.
• Education - Bachelor's degree in Business Administration, Operations Management, Facility Management, or a related field is preferred.
• Leadership Skills - Demonstrated ability to lead and manage a diverse team effectively. Strong interpersonal and communication skills, with a positive ‘can do’ attitude.
• Regulatory Knowledge - Understanding of health and safety regulations, security requirements, PPM compliance standards, COSHH and facilities regulations is expected.
• Technical Proficiency - Knowledge of IT systems, security protocols, and facility management software is desirable.
• Financial Acumen – Ability to develop budgets (and adhere to budget controls), understand P&L and financially manage a department is required.
• Problem-Solving - Strong analytical and problem-solving abilities. Ability to respond quickly to operational challenges and emergencies.
• Customer Focus – Must be able to demonstrate the ability to enhance the customer experience.
• Flexibility - Ability to work irregular hours, including evenings and weekends, to accommodate event schedules.
• Physical Requirements - Ability to move throughout the stadium and access various areas as needed.

Our Values: AFC Wimbledon is a club with deep roots in its community. All staff are expected to act as club ambassadors and to embody our values of Togetherness, Constant Improvement and Resilience.