Customer Operations Programme Manager Rate: £38.15 per hour (Umbrella) Location: London, hybrid working (3 days per week in the office) Contract: Temporary About the role We are recruiting a Customer Operations Programme Manager to support service improvement and operational delivery within a large, complex organisation operating in home ownership and development. This role focuses on how customers experience services from end to end, and how those services can be improved, tracked, and delivered consistently. It is not a housing management role and does not involve tenancy, neighbourhood, or casework responsibilities. You will act as a central point of coordination across multiple programmes and workstreams, ensuring delivery remains structured, visible, and aligned to customer and organisational priorities. Key responsibilities Lead the planning, coordination, and tracking of multiple customer operations programmes and workstreams Review and improve customer journeys, identifying opportunities to enhance service quality and efficiency Maintain programme plans, governance frameworks, and delivery reporting Produce clear, structured reports and presentations for senior leadership and boards Work closely with stakeholders across operational, customer, and corporate functions Identify and manage risks, dependencies, and delivery challenges Support consistent, customer focused ways of working across teamsSkills and experience ...