A high-growth, consumer-focused business is hiring a Customer Operations Manager to own the day-to-day performance of its Customer support function.
This is a hands-on operational leadership role, responsible for leading Team Leaders and frontline teams across phone, email & chat. You'll be accountable for service levels, customer satisfaction, productivity and team performance, while building scalable processes to support growth.
Key focus areas
Leading and developing Team Leaders and Service teams
Owning inbound KPIs (SLAs, quality, productivity)
Running daily operations, resourcing and escalations
Embedding strong performance management and continuous improvement
About you
Strong background managing Team Leaders and Customer Service Advisors
Experience working in a fast-paced, customer-focused environment (e.g. contact centre, service operations)
Excellent people management, coaching, and leadership skills
Data-driven with the ability to interpret KPIs and turn insight into action
Confident communicator with strong stakeholder management skills
Organised, resilient, and able to manage competing priorities