Senior Operations Manager - North of England (Field‑based, across multiple‑site) in Lancaster

As a Senior Operations Manager, you will provide inspirational and visible leadership across a portfolio of Leisure United hubs, guiding a high-performing team of General Managers, Dual-Site General Managers and Cluster Managers. You will be responsible for ensuring the delivery of high-quality, safe, and inclusive facilities that support community health and wellbeing, generate sustainable income, and strengthen Leisure United’s reputation within each local area. The mix of facilities varies by city and may include football, fitness, multi-sport, and food & beverage operations. This is a hands-on senior role that blends strategic planning with day-to-day operational leadership. Your work will centre on delivering outstanding customer experiences, driving financial and environmental sustainability, and ensuring Leisure United continues to achieve its commercial and charitable objectives. You will work closely with the COO to continuously improve operational performance, with a particular emphasis on health and wellbeing, community engagement, and social impact. You will take full accountability for the organisation, operation, and performance of service delivery across your hubs, including staff leadership, customer service, financial management, compliance, facility standards, and administration. The role supports the development of approximately 200 staff, contributing directly to Leisure United’s strategic priorities and growth.

Key Responsibilities

• Deliver high-quality facilities.
• Ensure a safe, inclusive, and premium experience for all users across your hub portfolio.
• Lead, support, and hold General, Dual site and Cluster Managers accountable for consistent service delivery and facility standards.
• Maintain outstanding facility standards and ensure consistent operational excellence, driving external validation through audit, compliance, and quality assurance processes.
• Develop, in conjunction with the COO, and support delivery of an operational business plan for all hubs in your portfolio aligned to organisational strategy.
• Conduct both announced and unannounced audits to drive service standards across all business areas.
• Monitor customer feedback systems and lead service-improvement initiatives across your area.
• Contribute to strategic planning, business development, and service innovation.
• Promote and implement environmentally sustainable practices across operations in collaboration with the Head of Facilities and wider operational teams.

Board, SMT & Stakeholder Engagement

• Report regularly to the Senior Management Team (SMT) on business performance.
• Develop and implement both commercial and social outcomes in line with Leisure United’s strategic direction.
• Work collaboratively with the wider Development Team to align operations with organisational priorities.
• Engage proactively with Board-level expectations and contribute to strategic discussions.

Commercial Performance & Financial Management

• Drive commercial success and operational efficiency to create financially resilient hubs across your area, including memberships, programmes, secondary spend, and pricing strategies.
• Develop and monitor all operational budgets, income targets, and cost controls.
• Share best practice across your management teams.
• Track and manage KPIs through site scorecards to drive performance and accountability.

Leadership, Culture & People Development

• Inspire, coach, and empower managers and teams to deliver high performance and excellent service.
• Provide clear direction, regular feedback, and ongoing professional development opportunities to strengthen capability across your portfolio.
• Create a high-performance, collaborative culture by being a visible, hands-on leader who supports site teams in delivering outstanding facilities and customer experiences.
• Take ownership of staff satisfaction across your area, working closely with General and Cluster Managers and regularly attending site meetings to share updates and best practice.
• Foster a collaborative, inclusive, and accountable team culture aligned with Leisure United’s values.
• Champion high levels of staff engagement and promote inclusive practices across operations and customer experience.
• Drive recognition and reward initiatives that celebrate success and support improvements to staff benefits and wellbeing.
• Embed a culture of continuous learning and leadership development through training, coaching, and development pathways.

Organisational Design, Governance & Wellbeing

• Lead workforce planning, recruitment, performance management, and succession planning, ensuring teams are structured effectively and resources are deployed where most needed.
• Ensure consistent and fair application of company policies, procedures, and governance frameworks, promoting safe and transparent employee-relations practices.
• Use systems, data, and insight to inform decision-making, ensure consistent system use across hubs, and support accurate reporting for organisational accountability.
• Ensure full compliance with safeguarding standards and promote a safe environment for children, young people, adults, staff, and customers.
• Support wellbeing initiatives and respond appropriately to any safeguarding or wellbeing concerns.

About You

To thrive in this role, you will be a proactive, values-driven leader with a strong understanding of community sport and leisure services. You are comfortable navigating complex operational environments and motivated by the opportunity to make a meaningful difference to people’s lives. Your leadership style builds trust, drives accountability, and empowers teams to deliver at their best.

Essential Experience

• A minimum of ten years’ experience of managing in a leisure centre environment, multi site environment.
• Experience working in or with a charitable leisure trust or community-based organisation.
• Strong commercial awareness and the ability to identify and develop new business opportunities.
• Experience and evidence of managing staff.
• Experience of direct budget management and reporting.
• Ability to work within and develop a team environment.
• Evidence of excellent customer care standards.
• Development and maintenance of partnerships and multi-agency working.
• Evidence of having taken Health & Safety responsibility.
• Experience devising and implementing business plans and management of business KPIs.
• Proven success of managing and operating leisure and sports facilities including strategy setting, innovation, improvement, and change management.
• Working with a wide range of partners to promote participation in sport and physical activity.
• Experience with multiple CRM’s, POS systems, or facility management systems.
• Experience of managing safeguarding systems.

Essential Knowledge & Skills

• Ability to motivate and lead others.
• Excellent interpersonal skills.
• Customer orientated.
• Ability to manage priorities and time effectively.
• Excellent oral and written communication skills.
• Ability to plan, organise, and co-ordinate effectively.
• Ability to deal with conflict and difficult people under pressure.
• Up to date knowledge of Health and Safety and the ability to undertake Risk Assessments.
• Numerate and IT literate, including Microsoft Office.

Personal Attributes

• Strategic, visionary and values-driven leader.
• Collaborative, approachable and inspiring with a focus on enabling others.
• Confident, resilient and adaptable in a fast-paced and growing environment.
• Committed to equity, diversity and inclusion.
• Diplomatic and trusted, with high levels of integrity and professional credibility.
• Passionate about supporting people and communities to thrive.

Education & Training

• Level 5 qualification and working towards further First Aid Certificate.

Additional Information

• To be able to work independently and use own initiative.
• To be able to lead, develop and inspire teams.
• To be able to make sound decisions under pressure.
• Ability to respond, manage and control emergency situations efficiently and effectively, in line with agreed procedures, training and protocols.
• To maintain a professional, competent, and personable demeanor.

A Recruitment Pack will be emailed to each applicant following submission of a CV and supporting cover letter.