Head of Site Operations & Delivery @NET A PORTER @MR PORTER

About the Role

NET-A-PORTER is the leading luxury fashion destination for women and is part of the LuxExperience group. The Head of Site Operations & Delivery is based in our London Westfield office and supports our Site Trading Team.

What you will do

• Own the operational health of the website and app, ensuring a stable, high-performing customer experience through effective production support and governance.
• Lead end-to-end incident, problem and defect management, coordinating cross‑functional teams to resolve production issues, minimise customer impact and drive root cause improvements.
• Partner with Trading, User Journey, Customer, Analytics, Product and Technology teams to gather, challenge and translate business needs into clear user stories and functional requirements.
• Govern change requests, balancing commercial priorities, innovation, customer improvements and operational resilience while ensuring transparent prioritisation and stakeholder communication.
• Oversee testing, release planning and deployment processes, ensuring business readiness, quality assurance and successful delivery of new functionality.
• Define and measure the success of new features with Analytics, continuously optimising performance, operational processes and delivery frameworks.
• Lead, coach and develop the Site Operations team, driving operational excellence, accountability and continuous improvement while owning key operational KPIs including site stability, release quality and roadmap delivery.

Who you are

• Experienced in leading site operations, production support, release management or digital delivery within a complex e‑commerce environment.
• A strong operational leader with a proven track record of managing high‑performing teams and driving collaboration, accountability and customer focus.
• Confident working across Agile environments with a solid understanding of software development lifecycles, testing and change management.
• Skilled at translating business requirements into technical solutions while balancing competing priorities and making informed trade‑off decisions.
• An excellent stakeholder manager, able to influence and collaborate effectively across Product, Technology and business teams.
• Highly analytical and data‑driven, using insights to solve problems, measure success and continuously improve performance.
• Passionate about delivering reliable, scalable digital experiences with a focus on operational excellence and continuous optimisation.

What we offer

• A competitive salary and a pension that both you and the company contribute to.
• A portal with a variety of discounts on items such as theme parks and cinema tickets.
• Our famous staff discount along with exclusive staff sales.
• Private healthcare for you and your family.
• Flexible working.

From the moment you join the LuxExperience Group we are committed to making your journey with us inspirational and evolutionary.

Experience Level: Mid‑Senior level

Workplace Type: Hybrid

We are an equal opportunities employer. LuxExperience is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, colour, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics. If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.