How to apply Please send your CV and a cover letter highlighting your relevant experience and letting us know why you’ve applied to hellomissionkitchen.org. Overview: Are you ready to make a real impact? We are looking for a Site Operations Manager to join our team at Mission Kitchen, New Covent Garden Market. If you thrive in a fast-paced environment, have a talent for team leadership, and are passionate about helping a creative community succeed, this could be your next challenge. As Site Operations Manager, you will report directly to the Founders and play a critical role in delivering the company's vision. You’ll oversee all aspects of operations, ensuring smooth daily functions, compliance, and an excellent experience for members. You'll lead a small and dedicated team, maintain operational excellence, and foster a positive, results-driven culture. As a crucial point of contact for our members, you’ll ensure they have an exceptional experience with us, while also supporting the Sales and Programming functions to help deliver the best possible experience to our members. This is a hands-on role for someone who loves variety, thrives on responsibility, and is motivated by both the success of the team and the satisfaction of our members. A detailed job specification can be found on our website: https://www.missionkitchen.org/careers Preferred experience: Operational Management Experience: At least 3 years in an on site operations, facilities, or general management role, preferably in a shared workspace, hospitality, F&B, or creative industries. Leadership & Team Management: Proven experience in leading and managing teams, with a strong track record of motivating people, setting goals, and achieving high performance. Excellent Communication & Relationship-Building : Comfortable engaging with members, staff, suppliers, and leadership, ensuring clear communication and strong relationships. Tech-Savvy & Systems-Oriented: Experience with systems, reporting tools, or operational software would be beneficial. At Mission Kitchen we use: Nexudus, Pleo, Slack, Google Workspace and HubSpot. Problem-Solving Mindset: Ability to think on your feet, make quick decisions, and handle unexpected challenges with a calm, solutions-focused approach. Financial Acumen: Solid understanding of budget control, financial reporting, and cost management. You should be comfortable making decisions that impact the business’s profitability. Relationship Building: Excellent interpersonal skills with the ability to build strong relationships with both team members and customers, ensuring a high level of satisfaction and engagement. Passion for Community & Creativity: A genuine interest in food, startups, or creative workspaces and a desire to support small businesses and entrepreneurs. Roles and Responsibilities: The Site Operations Manager’s priority will be the overall site operational performance at Mission Kitchen, New Covent Garden Market. Responsibilities will include: Operational Team Management Performance management of site team (2 full-time employees plus a night porter team) to ensure high levels of individual and team performance, including delivery of appraisals and reviews. Foster a positive culture by leading by example, coaching, and developing team members. Working closely with team members to oversee, co-ordinate and coach on key business areas including operations and community management. Managing the overnight Kitchen Porter team, ensuring performance standards and rota coverage. Managing the duty management rota, ensuring fair and effective coverage, including holiday and absence cover. You will also actively participate in the rota. Managing recruitment of site team and resourcing to ensure appropriate staffing levels. Site Operations and Compliance Hands-on site management and hosting, responsible day-to-day operations. You will be expected to proactively manage compliance and focus on continuous improvement initiatives. Overall responsibility for site compliance, including Food Safety, Health and safety, HACCP reviews, Risk Assessment and COSHH reviews, PPM certificates, EHO checks, Team compliance, training management and pest control Overall responsibility for annual external audits (Health and Safety, Food Safety, Fire Safety) Determining, planning and documenting essential services such as maintenance, cleaning, testing and inspections, waste, recycling, etc. Lead and refine the member onboarding and induction process for a seamless experience. Reviewing and improving systems, policies, equipment provision and site layouts on an ongoing basis to constantly improve member experience. Procuring, negotiating and managing contracts with third-party suppliers within a defined budget. Monitoring maintenance and facilities costs and ensuring these are kept within budget. Provide hands-on support for public-facing events and venue hire bookings, helping transform the site as needed—from setting up staging and equipment to coordinating freelance staff or security to ensure everything runs smoothly. Keeping abreast of developments in commercial kitchen equipment and technologies to propose enhancements that could answer member needs or provide improvements to member experience Member Experience Fostering strong relationships with members to create a supportive and engaged community. Being responsible for gathering feedback from members through our surveys and other channels. Leading on operational member communications – with the help of your team - responding to member questions via the helpdesk in a timely manner. Providing Operational broadcast Communications via bulletins or inputting into the content of newsletters. Actioning feedback from members where appropriate and continually developing operations to improve the member experience in collaboration with the Site Team. Managing and supporting your team to establish and maintain relationships across the member community, deliver a high-quality programme of member events, nurture a positive community spirit and efficiently handle customer complaints and queries. Data, Financial and Reporting Supporting Founders in the monthly financial reporting process Maintaining operational, statistical and financial records for key elements of the site. Providing timely operational and financial reports to the Founders. Management of day-to-day financial administration including control of operational team card spend, processing invoices, performing monthly Cost and Sales reconciliations. Handling any issues related to member credit control. Supporting the annual budgeting process by developing, presenting and iterating operational and facilities costs. Sales Process Support: Support the Sales Lead in delivering sales targets by handling operational and facilities-related inquiries Ensure a smooth transition from sale to fully inducted member. Measures of Success Member Retention & Satisfaction – Maintain high retention rates and positive member feedback (e.g., through our community surveys and NPS scores). Operational Efficiency – Ensure smooth day-to-day operations with minimal downtime or service disruptions. Compliance & Safety – Pass all audits (Food Safety, Health & Safety, Fire Safety) with high scores and no major corrective actions. Financial Performance – Keep operational costs within budget while identifying and mobilising cost-saving opportunities. Team Performance & Engagement – High staff retention, positive performance reviews, and strong team morale. Maintenance – Timely resolution of maintenance issues and high equipment uptime. Location and Working Hours: Our site address is: Mission Kitchen, The Food Exchange, London, SW8 5EL This is an on-site role, with an expectation to work an average of 45 hours per week We're open from 6 am to 10 pm, Monday to Friday, and 8 am to 8 pm on Saturdays, closed on Sundays Our Kitchen Porter team works overnight and it is your responsibility to manage the team to ensure standards are consistently met. Benefits: Cycle to Work Scheme – Save money on a new bike and accessories Free Therapy Sessions – Mental health support via Spill, paid for by us 33 Days Holiday – Including all bank and public holidays Laptop Contribution – Bring your own device, we’ll contribute up to £500 towards the cost of a new or reconditioned device. Sundays Off – We're always closed on Sundays Salary: £40,000 Measures of Success Member Retention & Satisfaction – Maintain high retention rates and positive member feedback (e.g., through our community surveys and NPS scores). Operational Efficiency – Ensure smooth day-to-day operations with minimal downtime or service disruptions. Compliance & Safety – Pass all audits (Food Safety, Health & Safety, Fire Safety) with high scores and no major corrective actions. Financial Performance – Keep operational costs within budget while identifying and mobilising cost-saving opportunities. Team Performance & Engagement – High staff retention, positive performance reviews, and strong team morale. Maintenance – Timely resolution of maintenance issues and high equipment uptime.