Operations Director

Role Profile: Operations Director Harbor London & Orchestrate Health Purpose of the Role The Operations Director provides strategic and hands-on leadership for the operational delivery of all services across Harbor London and Orchestrate Health. Harbor London delivers ultra-bespoke, highly discreet, one-patient-at-a-time residential treatment for mental health and addiction, while Orchestrate Health provides premium private-pay community mental health services. As a key member of the leadership team, the Operations Director will lead the functions of treatment coordination, quality and governance, and logistics , ensuring that services are delivered to the highest standard. This role is responsible for building and scaling operational capability to support growth across the UK and into new geographies, embedding excellence and innovation in every element of service delivery. Working closely with the CEO and other senior leaders, the postholder will ensure the organisation is positioned to achieve — and sustain — an Outstanding CQC rating through operational precision, governance excellence, and a relentless focus on patient experience and outcomes. Key Responsibilities 1. Operational Leadership Across Services Lead and oversee the operational delivery of all services across Harbor London and Orchestrate Health, ensuring seamless coordination between residential, community, and digital pathways. Ensure operational structures and processes consistently support high-quality, safe, and efficient care delivery. Monitor service performance, capacity, and delivery against strategic and operational objectives, implementing improvements where required. Serve as a key operational leader during organisational expansion, ensuring new services and geographies are operationalised to the highest standard. 2. Leadership of Core Operational Functions a. Treatment Coordination Provide strategic oversight of the treatment coordination function, ensuring that patient care pathways are expertly managed from admission to discharge. Support the Treatment Coordination Manager in driving team performance, service quality, and patient-centred outcomes. Ensure treatment coordination processes are efficient, compliant, and aligned with clinical best practice. b. Quality and Governance Lead the quality, governance, and compliance functions to ensure the organisation meets and exceeds CQC standards. Work closely with the Quality and Governance Manager to embed robust quality assurance frameworks, policies, and risk management systems across both services. Ensure operational activities are inspection-ready at all times, supporting the organisation’s journey toward an Outstanding CQC rating. c. Logistics and Operational Support Oversee logistical operations to ensure seamless support for service delivery, including scheduling, facilities coordination, procurement, and operational planning. Ensure logistical infrastructure evolves in line with organisational growth and complexity. Drive operational efficiency while maintaining the highest standards of service quality. 3. Strategic Service Development and Growth Collaborate with the CEO and leadership team to develop and execute operational plans that support growth in new UK regions and international markets. Operationalise new service lines and products, ensuring they are delivered safely, efficiently, and in line with the organisation’s values and regulatory standards. Contribute operational insight to strategic decision-making, ensuring future developments are scalable and sustainable. 4. Performance, Risk, and Compliance Oversight Lead performance monitoring across operational functions, using data and KPIs to drive accountability and improvement. Oversee operational risk management, incident reporting, and safeguarding governance, ensuring risks are identified, mitigated, and escalated appropriately. Ensure compliance with all legal, regulatory, and CQC requirements across services, embedding these standards into daily operational practice. 5. Leadership and Culture Lead and develop operational managers (Treatment Coordination, Quality & Governance, Logistics), fostering a high-performing, values-driven culture. Champion collaboration between operational and clinical teams to deliver seamless, patient-centred care. Model leadership behaviours that reflect the organisation’s commitment to excellence, innovation, and compassion. Develop team capability and succession plans to support sustainable growth. Reporting Line Reports to: Chief Executive Officer (CEO) Leads: Treatment Coordination Manager, Quality & Governance Manager, Logistics Lead , and associated operational teams. Person Profile Essential: Proven experience in leading operational functions within health or social care, ideally in mental health or specialist services. Strong understanding of governance, quality assurance, and CQC compliance frameworks. Demonstrated ability to scale operational functions in alignment with strategic growth. Excellent leadership, communication, and stakeholder engagement skills. Desirable: Experience working within high-end, bespoke mental health or addiction treatment services. Experience supporting organisations to achieve an Outstanding CQC rating. Exposure to operationalising services across multiple geographies or markets.