Executive Director of Operations

Watford Community Housing is a community-focused housing association with a strong social purpose. We own and manage around 7,500 homes and associated assets across South-West Hertfordshire and North London, with a clear commitment to providing much-needed homes for lower-income households. Through our community gateway model, we place customers at the heart of decision-making, ensuring our services reflect the needs and ambitions of the communities we serve. As we continue to strengthen our service delivery, invest in our homes and neighbourhoods, and build on our C1 rating under the recently introduced consumer standards, we are seeking to appoint an Executive Director of Operations. This is a key executive leadership role that will shape the strategic direction of our operational services and ensure we deliver consistently excellent, customer-centric outcomes. It is an exciting time to be joining us as we are in discussions with Thrive Homes about a merger that would create a new community gateway housing association with more than 13,000 homes. The successful candidate will also become the Executive Director of Operations Designate for the new organisation that will be formed if the merger goes ahead. Reporting to the Chief Executive, the Executive Director of Operations will lead our housing management, customer services, community empowerment, and repairs and maintenance functions. Working closely with the Group Board and the Gateway Membership Team – our tenant representative body – the postholder will ensure we meet regulatory requirements, achieve top-quartile performance, and maintain a culture of continuous improvement across the organisation. Key Responsibilities Leading the strategic vision and delivery of high-quality operational services across housing, customer experience, communities, and property maintenance. Ensuring a strong customer-focus across all directorate activities, driving improvements in customer satisfaction and service standards. Providing clear, data-driven performance leadership, ensuring KPIs, regulatory expectations, corporate objectives and business plan targets are met. Advising the Group Board and Gateway Membership Team on performance, service development, legislative changes and strategic priorities. Developing and maintaining strong partnerships with customers, local authorities, contractors and community stakeholders. Overseeing robust budget management, ensuring financial plans are effective, well-controlled and deliver value for money. Building and empowering high-performing teams, driving a culture that is engaged, accountable, and aligned with our organisational values. Representing Watford Community Housing professionally and positively, promoting a culture of excellence across all areas of responsibility. Qualifications Extensive senior management experience, with responsibility for people, services and budgets in a complex organisation. Strong knowledge of housing management, customer services, community engagement and repairs and maintenance. A proven ability to develop and deliver strategic plans that enhance performance, customer experience and organisational culture. Experience of working confidently with Boards, committees and governance structures. A collaborative, empowering leadership style with the ability to motivate teams and drive organisational improvement. Excellent communication and relationship-building skills, with experience of working in partnership with internal and external stakeholders. A commitment to the values and social purpose of Watford Community Housing and a passion for delivering great services for customers. A relevant professional qualification (such as CIH or MBA) is desirable but not essential. How to Apply If you are a forward-thinking, customer-focused leader who can help us deliver exceptional services and thriving communities, we would be delighted to hear from you. Please contact our consultants at Neemar Search for a confidential discussion. Tom Neely - Founder & Director - tomneely@neemarsearch.com Eliot Jeffries - Delivery Consultant - eliotjeffries@neemarsearch.com Job Details Seniority level: Executive Employment type: Full-time Job function: Other Industries: Non-profit Organizations and Civic and Social Organizations #J-18808-Ljbffr