Operations Director

Company description

Furniturebox is a fast-growing online furniture business. Our mission is to make beautiful homes possible for everyone, with ease, whatever your budget. We have a gorgeous range of stylish and practical furniture for all rooms, and a helpful team ready to answer any questions, with our 4.9 Trustpilot rating showing how much we care. Our fast, free next-day delivery with 8pm cut-off and our finance options mean our products can be in their new homes hassle-free. With big plans to become the best furniture company in the UK, USA and globally, we're all about the moments, the memories, and the feeling of truly being at home.

Role Summary

The Operations Director is responsible for providing strategic and operational leadership across Furniturebox's core operational functions. The role ensures that warehousing, distribution, dispatch, procurement, process and risk management activities are managed effectively and are aligned with the company's overall objectives and growth plans.

This position focuses on maintaining operational efficiency and excellence, developing robust systems and processes, and ensuring that all departments work cohesively to support delivering an outstanding customer experience while supporting lean, sustainable business growth.

The Operations Director will work closely with departmental managers to plan ahead, allocate resources effectively, manage risk, and identify opportunities for continuous improvement.

In a fast paced, technology driven environment, the role requires a balance of strategic oversight and hands on involvement. The Operations Director is accountable for maintaining operational standards, ensuring compliance requirements are met, and supporting teams to remain adaptable, capable, and high-performing.

Duties and Responsibilities (Include but not limited to)

Distribution Centre / Warehousing

Oversee Distribution Centre operations to ensure safe, efficient, and scalable management of all inbound and outbound activity.

• Lead and develop the Distribution Centre Team (approx. 20 people), promoting accountability, teamwork, safety, and continual improvement.
• Manage storage, handling, and inventory processes to maintain accuracy, efficiency, and compliance with service standards.
• Oversee waste and recycling programmes to reduce cost and environmental impact.
• Plan for future space and infrastructure needs, including layout optimisation and storage strategy.
• Manage Distribution Centre equipment and MHE, including inspections, maintenance, and renewals.
• Refine Distribution Centre processes to improve productivity and accuracy.
• Plan and monitor workforce capacity to meet business growth and seasonal peaks.
• Manage global 3rd party distribution.
• Support the warehouse team with technology first approach to improve efficiency.

Facilities Management

Ensure all Furniturebox facilities are safe, compliant, and fit for purpose.

• Oversee day-to-day running and maintenance of sites.
• Manage leases, service agreements, inspections, and certifications.
• Control facilities budgets, forecasting, and maintenance planning.
• Schedule and review checks and audits to maintain readiness and compliance.

Freight & Distribution

Oversee all freight, courier, and distribution activity to ensure we are getting a dependable, cost-effective service.

• Manage courier and shipping contracts for consistent performance.
• Oversee delivery schedules, cut-off times, and service levels.
• Manage the returns programme for speed, traceability, and cost control.
• Monitor and evaluate logistics partner performance, holding suppliers to account for reliability, service, and cost.

Dispatch

Support Dispatch manager to achieve timely, accurate fulfilment and strong customer outcomes.

• Support the dispatch team (approx. 4 people), encouraging ownership and process improvement.
• Optimise courier selection and allocation based on cost and performance.
• Assist in manpower planning and shift patterns to meet operational demand.
• Work with the team to improve dispatch processes and systems to enhance accuracy and scalability.

Cross-Department Collaboration

Promote collaboration across departments to maintain a "customer-first" approach and joined-up operations.

• Work with Customer Service, Sales, Marketing, Product, and Tech teams to ensure effective communication and planning.
• Lead cross-team coordination during peak periods to align capacity and resources.
• Foster shared accountability and teamwork across functions.

Operational Technology (with Tech Team)

Ensure operational systems are efficient, accurate, and aligned with business needs.

• Support development of the technical roadmap for warehouse, logistics and internal ops systems.
• Identify and address system gaps to improve visibility and performance.
• Collaborate with Tech to implement automation and data-driven tools for better decision-making.
• Support in upcoming ERP migration from an operational standpoint.

Risk Management - Health & Safety and Disaster Planning

Manage risk proactively to protect people, assets, and business continuity.

• Maintain and review risk assessments, incident logs, and corrective actions.
• Oversee Health & Safety compliance, training, and audits.
• Lead business continuity and disaster recovery planning.
• Report on risk exposure and compliance performance.

Procurement (Non-Stock)

Oversee procurement for non-stock goods and services to ensure cost control and quality.

• Manage purchasing for courier services, warehouse consumables, and general supplies.
• Negotiate and manage supplier contracts and relationships.
• Maintain budgets and ensure purchasing aligns with company standards and sustainability goals.

Director Responsibilities

Provide leadership and accountability across all operational areas.

• Report on key KPIs, performance trends, and improvement plans.
• Contribute to strategic planning, reviews, and leadership discussions.
• Promote Furniturebox's values and culture across teams.
• Support delivery of operational strategies that enable growth and service excellence.
• Produce and manage the operational budget.
• Be the voice for all operational teams when wider business decisions are being made.

What do we need from you?

Job-Related Experience

Must have:

• Proven experience working in product distribution within a fast-paced environment.
• Strong experience in leading multifunctional operational teams with proven senior leadership / high level management experience.
• Strong technology and computer skills (in particular Microsoft products, ERP systems and WMS systems)
• Good understanding of warehouse systems (e.g. WMS, ERP, inventory control, courier integrations)
• Experience managing budgets and resource planning.
• Demonstrated ability to implement or improve operational processes and documentation.
• Sound knowledge of Health & Safety compliance and risk management.

Nice to have:

• Exposure to international freight, imports/exports, or container shipping.
• Experience in facilities management, insurance oversight, or non-stock procurement.
• Involvement in operational technology or automation projects.
• In-depth knowledge of Health & Safety compliance and risk management.
• Demonstrated ability to lead a customer-first operation.
• Experience in e-commerce/online retail.

Personal Skills and Competencies

• Hands-on leader who balances strategic direction with day-to-day delivery.
• Excellent communicator with strong relationship building skills.
• Fosters a positive, accountable, and high-performing team culture.
• People and Customer first mentality.
• Strong organisational skills with a proactive, problem-solving approach.
• Commercially aware, with sound judgement across cost, service, and risk.
• Adaptable and calm under pressure in a fast paced, tech driven environment.
• Collaborative leadership style aligned with Furniturebox's values and customer-first ethos.
• Astute planner able to lead projects to deliver in a timely manner

The role will require at least 3 days at Furniturebox's HQ:

Unit 6, Indurent Park, Chippenham, SN15 5BD - Primary site, head office and DC

From time to time, you will be required at our other offices:

Bristol Office: 29 St Augustines Parade, First Floor, Bristol, BS1 4UL– Secondary site.

Warminster Office: Aspect House, Crusader Business Park, Warminster, BA12 8BT– Third site.

Job Type: Full-time

Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• On-site parking
• Sick pay
• Work from home

Work authorisation:

• United Kingdom (preferred)

Work Location: Hybrid remote in Chippenham SN15 5BD