YOUR MISSION

As the UK-based Operational Excellence Manager, you are the driving force behind the operational standards of Native by Numa and UK properties. You will design the workflows that connect our UK operations with central structures, develop, document, and audit the physical standards of our product, and train our frontline teams to deliver a flawless, tech-enabled guest experience.

YOUR OBJECTIVES

In this role, you will:

● Bridge the Gap: Map out, document, train, and refine the operational workflows for the "Native by Numa" roles, acting as the crucial interface between the UK field operations and our central structures in Berlin.

● Own the Onboarding & On-the-Job Training of our UK team: Train our property-based teams to deliver better on-site quality, polish their professional skills, and streamline operations. You will also refine and own our onboarding programme for front-line operations teams. Working as a sparring partner for Ops Managers in the Uk to ensuring knowledge, best practices, and correct ways of working flourish among their teams from Day 1.

● Develop Physical Standards: Act as an operational voice in defining our developing Native by Numa product. You will provide critical input to central departments (such as Project Management, Design, and Brand) to refine, localize, and continuously elevate the physical standards across the UK portfolio

● Analyse our Data: Proactively monitor key quality metrics such as NPS, cleanliness measures, and OTA listing scores for our UK portfolio. Read through, identify, and present trends in guest feedback to prioritize planned improvements.

● Lead Action Plans: Lead quality calls with onsite managers and stakeholders, digging deep into property performance data to help come up with appropriate action plans.

● Audit the Guest Journey: Assess and report on the onsite quality of operational properties in the portfolio, building and completing audit frameworks that focus on the entire guest journey.

● Standardize Ways of Working: Assess and report on the ways of working and back-of-house setup of both our internal Ops and Housekeeping teams and our key external partners across the UK.

● Drive Tech Efficiency: Actively participate in the development of new in-house tech solutions that drive operational excellence and efficiency while maintaining high quality and transparency levels.

● Tech Adoption: Train and ensure the use of Numa's in-house software for housekeeping and maintenance, both among our staff and the key external partners working with us. Actively participating in the development of new in-house tech solutions that drive operational excellence and efficiency.

● Champion Guest Obsession: Foster a culture of guest obsession across the operations team and the wider company.

ABOUT YOU

We encourage you to apply even if you don't think you meet all of the criteria below. We care most that you are excited about the role and our mission, and are willing to learn. Ideally, you have:

● Hospitality Experience: 3+ years in hospitality management (ideally from a rooms and/or housekeeping background), including proven, hands-on experience training teams.

● Autonomous Project Leader: A self-starter comfortable operating at high speed with autonomy. You can independently juggle multiple projects, lead cross-functional initiatives, and maintain a strategic overview in a fast-paced environment.

● Systems Thinker: You don't just solve problems; you build end-to-end systems to prevent them. You enjoy mapping and designing lean operational workflows.

● Process & Data-Driven: You possess high data literacy, an exceptional eye for detail, and the ability to quickly translate performance metrics into actionable training or process improvements.

● Stakeholder Management: Strong interpersonal skills with the assertiveness to build relationships, influence central teams, and align external partners.

● On-the-Ground Presence: A true hands-on mentality. You are ready to regularly step away from the desk and travel across our physical UK properties to train teams, audit spaces, test new standards and oversee local integrations in person.