Manager of Operations

Position Description – Manager of Operations We’re looking for the person who walks into a messy situation and makes everyone feel it’s going to be fine. You stay calm when things get hectic, and you ask the question that cuts through: what are we actually trying to achieve here? You remember the conversation from three weeks ago, spot the dependency nobody else has noticed, and think months ahead, so problems get solved before they arrive.

You don’t need to be the loudest voice or have every answer. You help talented people do their best work by creating clarity, structure, accountability, and momentum. You’re as comfortable in a strategy meeting with senior executives as you are rolling up your sleeves to solve an operational problem. You have the hard conversations early, you delegate rather than doing everything yourself, and you believe processes should create freedom, not bureaucracy.

Clients trust you because they always know what’s happening. Your team trusts you because expectations are clear and support is there when they need it. We call this person the one who is always five steps ahead. Mc. Gillicuddy Hospitality partners with the world’s leading hospitality and cruise brands to define their brand promises.

We develop and deliver programs to ensure every employee and leader is excited to deliver on that brand promise. We are a multi-talented team, developing niche service programs, leadership development programs and other training initiatives, managing ship launches & hotel openings, procedural documentation, and much more for our clients.

Our team is growing, and we are searching for someone special who thrives on execution, process integration, and accountability. This person must be highly organized, structured, and committed to building scalable systems that drive efficiency and operational excellence. They must be able to develop, implement, and manage processes while ensuring that execution remains seamless.

As the Manager of Operations you will oversee the execution and operational components of our business, ensuring that processes are implemented effectively, systems are optimized, and teams are aligned to drive efficiency. This role requires close collaboration with the Senior Manager, Client Success and other key stakeholders to translate client needs and strategic goals into well-structured, executable plans.

The ideal candidate will also have experience working as an EOS (Entrepreneurial Operating System) Integrator in a growing business of 5-15 people. Our values are at the core of everything we do: Authenticity: We always keep it real, and foster open and honest relationships Excellence: We are passionate about always doing our very best Impact: We move the needle by teaching meaningful skills to individuals and teams Position Description: The Manager of Operations reports directly to the Managing Director (MD) and works closely with the Senior Manager, Client Success and the Head of Learning & Development, and other internal teams to ensure operational excellence and execution of strategic initiatives.

The Practicalities: This role is based at our Cape Town office. During the 90-day probationary period, this position requires full-time office presence for an accelerated onboarding program. Thereafter, the role requires a minimum of three out of five days per week in-office. The role includes some travel to project sites, with on-site commitments lasting 1-2 weeks per trip.

During these high-intensity phases, the role demands adaptability and a commitment to delivering exceptional results within tight timelines. Position Duties and Responsibilities Operational Execution & Process Management: Own and manage a variety of projects, priorities and dependencies through the entire project life cycle.

Maintain a strong focus on project accountability, ensuring deadlines and quality expectations are met consistently. Use commercial judgement for sound decision making. Implement and optimize operational processes to improve efficiency, scalability, and accountability across the organization. Lead the execution of EOS (Entrepreneurial Operating System), ensuring alignment with company goals and operational needs.

Develop and refine standard operating procedures (SOPs) to drive consistency and effectiveness in execution and oversee the integration of internal systems (Click. Up, SharePoint, Office365) to improve team coordination and project tracking. Ensure that operational bottlenecks are identified and resolved through structured problem-solving approaches.

Ensures resources and capacity are proactively managed and maintained to ensure business needs are planned for proactively, maintain network of qualified Master Trainers & freelancer resources. Team & Client Collaboration: Work closely with the Senior Manager, Client Success to translate client needs into clear, executable processes and manage the life cycle of project through execution and evaluation.

Support the Manager of Learning & Development in planning and executing leadership programs, ensuring effectiveness of training to our required standards and managing associated logistics. Provide real-time troubleshooting and structured problem-solving to ensure smooth execution of projects. Maintain strong relationships with internal team, key client decision makers, vendors, and freelancers to optimize resource management and efficiency.

Act as the primary accountability leader, ensuring team members adhere to agreed-upon processes and deliverables. Scaling & Continuous Improvement: Develop and implement systems for process improvement and efficiency optimization. Analyse operational data to measure impact and identify areas for continuous improvement.

Drive automation and workflow improvements to enhance team productivity. Ensure a culture of accountability and performance tracking through structured reporting and evaluation frameworks. Actively contribute to business scaling initiatives, ensuring that operations can support growth effectively. Employment Type: Full Time Job Function: Operations, Project Management, Event Execution Requirements Qualifications, Competencies & Experience Required: Bachelor’s degree in Business, Operations Management, or a related field preferred.

Minimum 3 years of experience in operations, process management, or systems integration. Experience working as an EOS Integrator in a growing business (5-15 employees) is highly advantageous. Strong project execution skills, with a track record of implementing and managing scalable processes. Exceptional problem-solving and decision-making skills, with a structured and analytical mindset.

Proven ability to drive accountability, ensuring teams remain on track and aligned with strategic goals. Highly organized and process-driven, with an ability to manage multiple priorities effectively. Proficiency in Office365, SharePoint, Click. Up, Outlook, and Microsoft Office Programs. Ability to work independently and collaboratively, thriving in a fast-paced, scaling business environment.

Self-motivated, resilient, and adaptable to evolving challenges. Willingness to travel up to 25% of the time.

Benefits

Salary range of R50,000

• R60,000 per month Competitive salary based on experience Medical Aid Contribution Global travel opportunities Accommodation, meals, and travel provided for international assignments Ability to work remotely after onboarding Career growth opportunities in a dynamic international business If you are a structured, execution-focused professional with a passion for process integration, efficiency, and accountability, and are eager to work with some of the world’s leading hospitality brands, we encourage you to apply for this exciting role at Mc. Gillicuddy Hospitality.