Senior Operations Manager - HQ Guest Experience
Posted
We are looking for an experienced and highly driven Senior Operations Manager - HQ Guest Experience to join our team at Silverstone.
This is a key role responsible for the operational delivery, development and continuous improvement of our HQ environment and guest experience. You will help ensure our factory, technology, systems, facilities and guest-facing spaces are consistently delivered to an exceptional standard.
Working across a fast-paced, high-performance environment, you will combine operational excellence with innovation, identifying new ways to enhance the guest journey through technology, AI, digital solutions and smarter processes.
You will work closely with teams across the business, including Brand, Procurement, Technology and Operations, as well as external suppliers and partners, to ensure our HQ experience reflects the quality and ambition of the team.
This is a key role responsible for the operational delivery, development and continuous improvement of our HQ environment and guest experience. You will help ensure our factory, technology, systems, facilities and guest-facing spaces are consistently delivered to an exceptional standard.
Working across a fast-paced, high-performance environment, you will combine operational excellence with innovation, identifying new ways to enhance the guest journey through technology, AI, digital solutions and smarter processes.
You will work closely with teams across the business, including Brand, Procurement, Technology and Operations, as well as external suppliers and partners, to ensure our HQ experience reflects the quality and ambition of the team.
- Take ownership of the operational delivery and ongoing development of AV and technology across HQ guest experience spaces.
- Lead the introduction and application of AI and emerging technologies, identifying opportunities to enhance engagement, innovation and operational efficiency.
- Work closely with the Brand team to ensure the factory's branding, presentation and look and feel remain on-brand, current and guest-ready.
- Manage and develop HQ guest experience assets, including furniture, fixtures and other guest-facing equipment.
- Own and develop the software and systems that support HQ guest experiences.
- Manage the day-to-day relationship with our host company, ensuring effective support for tours, events and guest experiences.
- Manage budgets across your areas of responsibility, working with suppliers to achieve competitive costs and effective use of resources.
- Coordinate car movements throughout the factory and support the operational delivery of factory activations and events.
- Develop and continuously improve operational processes and ways of working, improving consistency, efficiency and quality of delivery.
- Work closely with Procurement to support supplier management, purchasing, cost optimisation and timely delivery.
- Manage suppliers and third parties supporting HQ operations, technology, assets and guest experiences.
- Identify opportunities to improve the end-to-end guest journey through technology, innovation, AI and enhanced processes.
- Ensure HQ spaces and experiences are consistently operationally ready and maintained to the required standard.
- Support projects relating to factory spaces, technology, systems and guest experience.
- Monitor and resolve operational issues quickly and effectively, minimising any impact on the guest experience.
- Establish clear ownership, standards and processes across HQ Operations & Experience.
- Use data, feedback and operational insight to identify opportunities for continuous improvement.
- Build strong relationships across the business and proactively contribute to meetings, projects and wider team objectives.
- Strong experience in operations, guest experience or a similar premium environment.
- Experience managing technology, digital systems and external suppliers.
- A good understanding of AV and digital systems; experience with platforms such as E2, Cvent and Exterity would be beneficial.
- Strong project management and organisational skills, with the ability to manage multiple priorities and deliver to tight deadlines.
- Proven experience managing external partners and building effective working relationships.
- Excellent communication skills, with the confidence to work collaboratively across all levels of an organisation.
- A proactive, self-motivated and solutions-focused approach.
- Exceptional attention to detail and a strong focus on delivering results.
- The ability to remain calm, confident and effective under pressure.
- Flexibility and adaptability, with the ability to thrive in a demanding and rapidly changing environment.
- A creative and forward-thinking mindset, with a genuine interest in AI, innovation and emerging technology.
- Strong Microsoft Office skills and a clear understanding of Health & Safety requirements.
- Confident decision-making skills and a results-oriented approach.
- The ability to motivate and inspire others and build strong, positive relationships with colleagues and partners.
Investing in your career is paramount. We promote professional and personal development through a provision of learning opportunities and work with you to shape your career and realise your full potential.
As part of our high-performing, collaborative team, you'll enjoy a competitive package, including a discretionary bonus scheme, private healthcare, pension plan, life assurance, TEDSgroup childcare benefits, a cycle-to-work scheme, tech scheme, and car scheme.
You will also have access to our state-of-the-art facilities at the AMR Technology Campus, featuring a new on-site gym with fitness, spin and yoga classes, a bistro café, and restaurant.