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- Tasks: Lead transformation in customer operations and drive operational change across key product verticals.
- Company: Join a global SaaS business focused on exceptional customer service and innovation.
- Benefits: Enjoy hybrid work options, a dynamic culture, and opportunities for professional growth.
- Why this job: Make a real impact on customer experience while working with cutting-edge technology.
- Qualifications: 5+ years in senior customer service roles with a focus on transformation and improvement.
- Other info: This role offers a chance to reshape customer operations on a global scale.
The predicted salary is between 43200 - 72000 ÂŁ per year.
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
- 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.
Contact Detail:
Tes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Operations
✨Tip Number 1
Familiarise yourself with the latest trends in customer operations, especially within the SaaS and Ed-Tech sectors. Understanding how digital solutions and automation are reshaping customer experiences will give you an edge in discussions during interviews.
✨Tip Number 2
Network with professionals in the industry, particularly those who have experience in transformation roles. Engaging with them on platforms like LinkedIn can provide insights into the challenges and successes they’ve faced, which you can reference in your conversations with us.
✨Tip Number 3
Prepare to discuss specific examples of how you've led operational change in previous roles. Highlighting your experience with methodologies like Lean or Six Sigma will demonstrate your capability to drive continuous improvement effectively.
✨Tip Number 4
Showcase your leadership style by emphasising your ability to lead diverse teams through complex changes. Be ready to share how you foster a culture of ownership and collaboration, as this aligns closely with our values at StudySmarter.
We think you need these skills to ace Head of Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading transformation within customer service environments. Emphasise your skills in methodologies like Lean/Six Sigma and any relevant SaaS or Ed-Tech experience.
Craft a Compelling Cover Letter: In your cover letter, express your passion for transforming customer operations. Use specific examples from your past roles to demonstrate how you've driven operational change and improved customer outcomes.
Showcase Leadership Skills: Highlight your ability to lead global, multi-functional teams through complex changes. Provide examples of how you've fostered a high-performance culture and driven continuous improvement in previous positions.
Research the Company: Familiarise yourself with the company's mission, values, and recent initiatives in customer operations. This will help you align your application with their goals and demonstrate your genuine interest in the role.
How to prepare for a job interview at Tes
✨Showcase Your Transformation Experience
Be prepared to discuss specific examples of how you've led transformation in customer service environments. Highlight your achievements and the methodologies you used, such as Lean or Six Sigma, to demonstrate your capability in driving operational change.
✨Emphasise Digital Enablement Skills
Since the role involves adopting digital solutions, make sure to talk about your experience with CRM platforms, automation, and redesigning customer journeys. Share any successful projects where you implemented technology to enhance customer operations.
✨Demonstrate Leadership in Complex Change
Prepare to explain how you've led global, multi-functional teams through complex changes. Use examples that showcase your ability to manage diverse groups and drive them towards a common goal, especially in a SaaS or Ed-Tech context.
✨Exhibit a Customer-Centric Mindset
During the interview, convey your passion for delivering exceptional customer service. Discuss how you prioritise customer outcomes and how your leadership style fosters a culture of empathy and performance within your teams.
