Operations Manager at Sunrose Consulting

Our client is a premium leather restoration and care brand renowned for delivering high-quality craftsmanship and exceptional service. The company specialises in luxury leather repair, restoration, and maintenance, catering to clients who value quality, attention to detail, and refined finishing. With a strong focus on operational excellence and customer satisfaction, the company is committed to maintaining high service standards across all its offerings. To support its continued growth and ensure efficient service delivery, the company is now seeking to recruit an Operations Manager.

Reporting to the Founder, you will take full ownership of day-to-day operations across the workshop and front office, manage staff performance, ensure processes are followed, and maintain smooth business operations with minimal supervision. This role requires someone accountable, takes initiative and has good people management skills.

Job Responsibilities

Operations Management

• Oversee daily workshop and office operations end-to-end
• Ensure jobs move efficiently from intake to completion and delivery
• Maintain and improve operational processes and workflows
• Track turnaround times and enforce deadlines
• Monitor inventory (materials, tools, products) and manage restocking

Team Management

• Supervise artisans, customer service staff, and operations support staff
• Set clear daily and weekly targets and ensure accountability
• Monitor productivity and quality of work
• Address performance issues promptly and professionally
• Coordinate staff schedules, attendance, and task allocation

Reporting & Structure

• Prepare weekly operational reports (jobs completed, pending, issues, stock levels)
• Maintain clear records and tracking systems (spreadsheets, logs, job trackers)
• Ensure SOPs are followed consistently

Customer & Service Oversight (Limited Direct Contact)

• Oversee customer service standards without excessive direct handling
• Step in only when escalation is required
• Ensure customer communications are professional, timely, and aligned with brand

Problem Solving & Ownership

• Identify operational problems and resolve them independently
• Make practical decisions in the best interest of the business
• Reduce reliance on the Founder for routine issues

Requirements 

• Minimum of 5 years of experience in luxury service or operations.
• Experience managing artisans, technical teams, or service-based businesses is an advantage
• Strong leadership and people management skills
• Highly organised, structured, and process-driven
• Able to work independently and take full ownership of responsibilities
• Excellent written and verbal communication
• Comfortable using spreadsheets, task trackers, and basic reporting tools