Director of Operations

Gravity Co.

GravityCo is one of Europe’s fastest-growing flex living brands, awarded Best Global Coliving Operator of the Year (2022, 2023) and named one of the Times’ Best Companies to Work For (2024).

Purpose of the Role

The Operations Director is responsible for the seamless delivery of Gravity Co.’s property operations, ensuring buildings are well‑maintained, compliant, and run efficiently, delivering an exceptional experience for Residents, Guests, and Members.

This role sits at the centre of Gravity’s service delivery, bridging Facilities, Property Management, Customer Service, and Experience. The postholder will lead operational excellence across the portfolio, embedding strong service standards, technology implementation, processes optimisation and data‑driven decision‑making to improve satisfaction, efficiency, and brand reputation across all departments.

Key Responsibilities

• Lead and take ownership of the day‑to‑day property operations across the Gravity Co. portfolio, ensuring smooth and efficient service delivery.
• Line‑manage and support the Facilities Manager and Operations Team, ensuring performance, motivation, and accountability.
• Ensure Gravity’s contractual obligations and SLAs are met, and our high standards are consistent across the brand.
• Work closely with Community, Marketing, and Sales teams to ensure site operations support the overall brand experience, collaborating on joint initiatives to further grow the brand offering.
• Monitor operational KPIs including, but not limited to, compliance, reactive maintenance, online reputation, and service delivery.
• Create operational efficiencies by reviewing processes across all departments.
• Lead technology integrations with third‑party technology providers.
• Directly manage the Facilities Manager (FM), ensuring delivery of high‑quality building management across all sites.
• Oversee and support where needed the Facilities Manager in delivering all reactive, planned, and preventative maintenance programmes.
• Oversee compliance, health & safety, and statutory maintenance, ensuring all certifications and PPM are up to date.
• Ensure our CMMS and related systems are fully optimised, with clear reporting, automation, and oversight, working with the FM to further push our capabilities.
• Support the FM with landlords, external contractors, and suppliers where needed – from emergency responses through to disputes and contractual matters.
• Collaborate with the Heads of Marketing, Partnerships, Sales & Community to embed a customer‑first approach across all processes.
• Support the delivery of Gravity’s Customer Service Strategy, ensuring every operational touchpoint reflects brand standards.
• Implement clear SOPs for the customer journey, from pre‑move‑in to post‑move‑out.
• Work with the Guest Services Manager to elevate quality control and the initial Gravity experience.
• Enhance feedback handling and complaint resolution procedures, ensuring residents’ voices are heard and feedback drives data‑led improvement initiatives.
• Lead the continuous improvement of internal and external communication flows between and within teams and customers to enhance the member journey.
• Identify pain points and implement improvements to service delivery.
• Champion the use of technology across operations, ensuring systems (CMMS, Mobile App, PMS, CRM, inventory tools, and others) are integrated efficiently and fully utilised by the team.
• Review and streamline workflows to improve overall service and efficiency.
• Ensure accurate data collection and reporting for operational KPIs, property management, and customer experience metrics.
• Maintain and continually update operational SOPs and Knowledge Bases.
• Ensure Gravity stays up to date with GDPR and other data management legislation.
• Use insights from system data to identify trends, anticipate issues, and proactively improve operational and customer outcomes.
• Lead and oversee the preparation of site‑level budgets in partnership with the Facilities Manager, while owning the overall portfolio OPEX performance.
• Review expenditure, identify efficiencies, and ensure alignment between operational budgets, sales strategies, and company goals.
• Collaborate with Finance and Founders to ensure operational performance is measured and aligned with business outcomes.
• Manage, mentor, and develop a high‑performing Operations and Facilities team.
• Conduct regular one‑to‑ones, set clear objectives, and build cross‑department collaboration.
• Identify training needs and implement upskilling plans.
• Foster a culture of accountability, collaboration, and service excellence within the team.
• Champion Gravity’s culture and values through coaching, recognition, and transparent communication.
• Collaborate with Expansion and Sales to accurately budget operational expenditure that aligns with sales strategy and property/company targets.
• Lead operational mobilisation for new property launches, ensuring compliance, readiness, and service standards from day one.
• Work with Marketing, Sales, and Community teams to ensure seamless handover and coordinated activation.
• Embed the Gravity customer journey and brand values from launch.
• Benchmark operations against best practices in co‑living, hospitality, and rental sectors.
• Research and introduce new technologies, partnerships, and efficiencies that improve building management performance and member satisfaction.
• Contribute to strategic discussions around future expansion, brand positioning and operational scalability.

Key Skills & Experience

• 5+ years’ experience in property or hospitality operations, ideally in BTR, co‑living, or serviced accommodation.
• Strong leadership and people management experience.
• Proven track record in property management, customer experience, and service delivery.
• Knowledge and experience in the UK real estate sector.
• Proficiency with operational systems (PMS, CMMS, CRM, etc.).
• Excellent communication and stakeholder management skills.
• Strong analytical and reporting skills.
• Strong interest and understanding of relevant property/hospitality tech software.
• Background in engineering.
• Experience mobilising sites, project managing pre and post launch.
• Understanding of ESG and sustainability practices in operations.
• Experience working in a fast‑scaling or multi‑site environment.
• Knowledge of automation, data reporting tools, or property tech integrations.

Key Relationships

Reports to: CEO and COO

Direct Reports: Facilities Manager, Guest Services Manager, Operations Coordinator(s), Facilities Associate

Works closely with: Community, Marketing, Sales, Finance, and Technology Teams, External Contractors

What We Offer

• Comprehensive benefits including pension, private health insurance, wellness perks, and training.
• An opportunity to help shape the operational backbone of one of Europe’s most dynamic living brands.
• A collaborative, ambitious and down‑to‑earth team culture.
• Real career progression as we expand.

How to Apply

Please submit your CV along with a cover letter (max 1,000 words) telling us why you’re excited by this role and what you’ll bring to GravityCo.

Location

London HQ

Seniority Level

• Director

Employment Type

• Full‑time

Job Function

• Management and Manufacturing