Head of Customer Operations in Birmingham

We'relooking for an experienced and commercially minded Head of Customer Operations to lead the evolution of our customer operating modelwithin our Extended Supportand Commercial Servicesteam, ensuring we deliver exceptional customer experiences at scale while driving operational excellence and profitable growth.

This is a highly visible leadership role with responsibility for improving customer outcomes, increasing retention, reducing operationalfrictionand enabling sustainable growth.

Define and lead the customer operating model

• Develop and continually evolve a scalable customer operations strategy aligned to businessobjectives.
• Create operational frameworks that support customer growth while improving efficiency and consistency.
• Standardise customer journeys,governanceand operating rhythms across all customer-facing teams.
• Ensure operational processesremaincustomer-centric while supporting commercial performance.

Drive operational excellence

• Lead continuous improvement initiatives that simplify processes, removeinefficienciesand improve customer outcomes.
• Establish operational standards, KPIs and service measures.
• Introduce automation,self-serviceand scalable operating practices whereappropriate.
• Build a culture focused on quality,accountabilityand operational excellence.

Improve customer retention and commercial performance

• Partner withteams across the businessto improve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
• Identifyoperational improvements that accelerate customer value realisation and reduce churn.
• Work alongside Revenue Operations and Commercial teams to optimise renewal,expansionand customer lifecycle processes.
• Ensure customer operational performance directly supports revenue growth and EBITDA improvement.

Lead cross-functional collaboration

• Build strong partnerships with Sales, Professional Services, Support, Finance, Product and Engineering.
• Act as the operational bridge between executive strategy and frontline delivery.
• Influence senior stakeholders through data-led recommendations and operational insight.
• Ensure customer prioritiesremainaligned across every customer-facing function.

Executive escalation and governance

• Own governance for critical customer issues and executive escalations.
• Lead post-incident reviews toidentifyroot causes and drive long-term improvements.
• Implement governance frameworks that reduce recurring issues and improve organisational learning.
• Ensure operational risks areidentifiedand proactively managed.

Build a high-performing function

• Lead,coachand develop a high-performing Customer Operations team.
• Foster a culture of innovation,collaborationand continuous improvement.
• Define teamobjectivesaligned to strategic business priorities.
• Support succession planning and capability development across the function.

Use data to influence decisions

• Develop executive dashboards that provide insight into operational performance and customer health.
• Analyse customer trends toidentifyopportunities for operational improvements.
• Translate operational data into strategic recommendations for the leadership team.
• Use metrics to prioritise investment and continuous improvement initiatives.

You’ll be an experienced operational leader who combines strategic thinking with a passion for improving customer experiences.

You’ll be comfortable influencing executives, leading transformation programmes and delivering measurable business outcomes.

Essential experience

• Significant leadership experience within Customer Operations, Customer Success, Revenue Operations or Service Operations.
• Experience designing and implementing scalable operating models.
• Strong commercial understanding of SaaS or subscription-based businesses.
• Proven success improving customer retention and operational efficiency.
• Experience leading organisational change and continuous improvement programmes.
• Ability to influence senior stakeholders across multiple business functions.
• Strong analytical skills with experience using operational metrics to drive decision-making.
• Experience leading and developing high-performing teams.

Please note, applicants must have the legal right to work in the UK at the time of application.

Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures
• Income protection: up to 75% salary for 5 years if you ever need it

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.

We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.

Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.

Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference.

Join us and become part of a team that’s powering the world of work and making a real difference.

Learn more at www.oneadvanced.com

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