Head of Customer Operations
Location: Lincolnshire
Hybrid
£90,000 - £110,000
Must be Eligible for SC clearance
Our teams design, build, and deliver Live, Virtual, and Constructive (LVC) innovation and training solutions to customers around the world. With a global footprint and a culture built on integrity, excellence, teamwork, and agility, we empower our employees to achieve their best while shaping the future of operational training.
We are looking for a Head of Customer Operations to join our UK team. This is a multi-faceted role that will put you at the center of customer engagement, operational excellence, and service delivery for our LVC training solutions. You’ll lead diverse teams, foster strong customer relationships, and support business growth globally, all while representing our organization at industry events, workshops, and client meetings.
Key Responsibilities:
* Engage with stakeholders, project managers and senior technical staff to ensure customer and business needs are satisfied appropriately and problems are mitigated
* Responsible for the development and delivery of all service-related products
* Understand regional customer requirements and work with the Senior Ops SME to ensure these are articulated across product and engineering support
* Assist with our business development and interact with customers at trade shows, industry events, workshops and webinars
* Ability to represent our in a professional manner during presentations and ability to conduct in-depth presentations of our products and services, in person and on-line
* Demonstrate organisational, project leadership, decision-making, human relations and communication skills
* Lead and manage multiple customer-facing teams across the EMEA region
* Serve as a subject matter expert on operational training and LVC systems
* Expand service delivery and training opportunities
* Support business development and represent the organisation professionally
* Ability to travel of up to 30% of the time
* Ability to maintain our reputation for delivering excellence and build strong customer relationships
Desirable:
* Military experience in C4ISR/Combat operations/Intelligence career field
* Comfort with Wiki system as primary method for project organisation and knowledge sharing Programme or project management experience
* Supervisory experience in managing a team
Qualifications & Experience:
* Bachelor’s degree or equivalent experience
* Experience with the Ministry of Defence or operational training
* Strong leadership, communication, and project management skills
* Proven track record in managing diverse teams and client expectations
* Knowledge of LVC systems for training or test & evaluation
* Ability to hold Secret security clearance