🚀 We're Hiring: Head of Customer Operations | Sheffield | Lead Transformation in a Global SaaS Business 🌍
💼 Full-Time | Fixed-Term Contract (12 months)
📌 Location: Sheffield (Hybrid, 3 days in the office, 2 days from home)
🧭 Scope: Lead operations across key product verticals + oversee our central Customer Resolution function
Are you a change leader with a passion for transforming customer operations at scale? We're looking for a Head of Customer Operations to join our team—reporting into the Director, Global Customer Operations—to help reshape how we deliver exceptional service across the globe.
🌟 Your Impact
This is not just an operational leadership role, it's a transformation opportunity. You’ll:
* Drive end-to-end operational change across people, process & technology
* Lead the adoption of digital and self-service solutions to scale customer success
* Standardise and streamline operations to support rapid global growth
* Embed a high-performance culture built on data, ownership, and innovation
* Deliver real, measurable improvement in customer outcomes (NPS, retention, CSAT)
🧠 What We're Looking For
* Proven track record of leading transformation in customer service environments (5+ years at senior level)
* Experience delivering continuous improvement using methodologies like Lean/Six Sigma
* Confidence leading global, multi-functional teams through complex change
* Strong background in SaaS and/or Ed-Tech preferred
* Skilled in digital enablement, CRM platforms, automation, and customer journey redesign
💡 You'll Thrive If You:
* See “how can we?” instead of “why can’t we?”
* Are driven by purpose and passionate about long-term value for customers
* Lead with empathy while staying laser-focused on performance
* Thrive in a culture of ownership, agility, and inclusive collaboration
This is a chance to transform the way we serve our customers, at scale, with technology and talent at your side.
📢 Ready to lead meaningful change in a global SaaS business?
Apply now or reach out directly.
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