Operations Director

Global hybrid role, based in London

Reporting to the COO

Hello, we're SURI. We're on a mission to radically transform oral care with beautiful everyday essentials designed for life. Championing high performance and future-focussed design, our award-winning sonic toothbrush transforms an uninspiring chore into an enjoyable daily ritual.

We seek to continually push the boundaries of what is possible and invite honest conversation on our collective journey.

Since launching our sonic toothbrush in 2022, we've delighted over 500k customers across the UK, Europe and US. In doing so, SURI has risen to become the highest-rated electric toothbrush on Trustpilot, while achieving B-Corp certification and securing listings in major US and UK retailers. As well as garnering widespread media attention, SURI has also picked up numerous prestigious industry awards including The Grocer Startup of the Year, Red Dot Design Award, and the Marie Claire Sustainability Award.

We have a close-knit team of experts with a strong attention to detail and willingness to think differently.We're now looking for an Operations Director who'll develop the infrastructure, systems, supplier ecosystem and team that allows SURI to grow from a fast-scaling startup into a world-class, resilient, and sustainable brand.

You'll own the global demand signal to our manufacturing partners and everything downstream in terms of planning, inventory management, logistics, warehousing, fulfilment, sustainability and customer experience.

You will be instrumental in driving best in class processes, behaviours across teams, and metrics and reporting that allow us to be agile whilst ensuring industry-leading product availability.

If this excites you and you are keen to shape SURI with us we'd be thrilled to hear from you!

Role & Responsibilities

As Director of Operations, you will own the medium to long-term strategy that develops out our operational infrastructure of systems, process, partners and team, allowing SURI to grow from a fast-scaling startup into a world-class, resilient, and sustainable consumer brand.

You will lead multiple sub-functions - Supply Chain, Logistics, Fulfilment, Customer Experience, and Sustainability - and be accountable for operational P&L performance, risk management, supply continuity and long-term capacity planning.

Operational Strategy & Excellence

• Define and execute a 12-36 month global operations strategy, building the capabilities and organisational structure required for scale.
• Own SURI's end-to-end supply chain architecture, including network design, capacity planning, resilience planning, and cost optimisation.
• Lead the roadmap for systems implementation (ERP: NetSuite /WMS/IBP tools), ensuring robust, real-time data and automation across the function.
• Drive operational excellence and continuous improvement, ensuring processes are efficient, resilient and ready for international expansion.

Product Availability, Supply & Demand Planning

• Own the global demand, supply, and inventory strategy, ensuring 80%+ forecast accuracy and 99%+ SKU availability across markets.
• Establish planning frameworks and governance for IBP/S&OP, ensuring alignment with Commercial, Finance, Growth, and Marketing.
• Build risk models, capacity buffers and safety stock strategies that support new product launches, international scaling and commercial growth.
• Drive engagement with Commercial, Growth and Marketing to ensure every launch and promo is backed by rock-solid availability. Where issues exist, mitigate and communicate.

Supplier & Manufacturing Leadership

• Lead commercial negotiations and strategic partnerships across manufacturers, co-packers, 3PLs, packaging suppliers and logistics partners.
• Own procurement strategy, supplier performance, contract governance and supplier consolidation to improve cost efficiency and resilience.
• Champion strong quality, compliance, and product lifecycle operations to support innovation and international regulatory readiness.

Sustainability Leadership

• Responsible for overseeing global environmental framework, accreditations and industry standards
• Integrate sustainability and circularity into every business decision, from product lifecycle planning to packaging and logistics.
• Own sustainability metrics, operational ESG reporting, certification readiness and impact-reduction initiatives across the supply chain.
• Ensure sustainability considerations support operational efficiency and margin improvement.

Customer Experience Leadership

• Own the post-purchase and fulfilment experience, ensuring fast, reliable and delightfully branded delivery across all markets.
• Protect and enhance our industry-leading Trustpilot and CSAT scores through structural improvements, root-cause analysis and proactive CX design.
• Develop a scalable customer experience strategy that supports multi-market growth and operational excellence.

Team Leadership & Organisational Design

• Build, lead and develop a high-performing, multi-disciplinary operations organisation.
• Create career pathways, succession plans, and a culture of accountability, ownership and excellence.
• Act as a strategic partner to the COO and Executive Team, influencing company-wide planning and long-term decision-making.

How Success Will Be Measured

• Improved gross margin and COGs; optimised logistics and fulfilment costs.
• Excellent forecast accuracy, product availability and inventory efficiency.
• High 3PL performance, fast delivery times and a best-in-class unboxing experience.
• Scalable systems and processes (ERP/WMS/IBP) that enable automation and growth.
• Outstanding Trustpilot/CSAT performance and frictionless customer experiences.
• Robust sustainability metrics and demonstrable impact reduction.
• A high-performing operations team with strong engagement and retention.

Requirements

• 7-10+ years in senior operations leadership across high-growth FMCG, consumer electronics, or DTC product-based companies.
• Demonstrated experience owning an operations function end-to-end, including supply chain, logistics, planning and CX.
• Proven success scaling international operations from £50m+ revenue.
• Deep expertise in demand/supply planning, inventory optimisation, and S&OP/IBP.
• Strong background negotiating and managing high-value supplier and manufacturing contracts.
• Hands on leadership implementing ERP/WMS or other core operational systems.
• Strong commercial acumen with operational P&L ownership and a track record of margin improvement.
• Data driven, analytically strong and tech proficient.
• Exceptional communication skills with gravitas and the ability to influence at all levels.
  

What We'll Love About You

• You're energised by building the operational backbone of a mission-led consumer brand.
• You think strategically and long term, while rolling up your sleeves when needed.
• You can design systems and teams that scale internationally and sustainably.
• You bring clarity, structure and calm to complexity - a builder of both processes and people.
• You have strong IQ/EQ, communicate with impact, and thrive in a fast paced environment.
• You develop people, inspire high performance, and raise the operational bar.

Benefits

• 25 days annual leave, plus bank holidays and an additional day for your birthday
• Flexible working hours
• Hybrid working - up to 2 days working from home each week
• Bupa Healthcare and Dental Packages
• Income Protection and Life Assurance
• 1 Charity Day per year
• Central London offices- based in London Bridge; a stone's throw from Borough Market
• 4x "Work from Anywhere" weeks, with no requirement to be in the office those weeks
• Access to our Employee Assistance Programme, which grants free therapy and coaching sessions to all staff
• Monthly social events, organised by different team members
• 5x free toothbrushes every year
• £1000 personal development budget each year, per employee
• Fantastic career opportunities; with the chance to grow as SURI does
• Summer Fridays; 2pm finish across Fridays in July and August
• Fresh fruit and snack orders every weekli>
• Cycle to Work scheme, and Electric Bike Cycle to Work scheme
• Regular product swaps with other fantastic companies

At SURI, we value diversity and welcome applicants from all backgrounds. We look for team members who will positively contribute to our dynamic, passionate culture and believe that an inclusive and diverse work environment is one in which we all thrive.

Please let us know if you require any reasonable adjustments to be made for the recruitment process.