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For Companies At a Glance
- Tasks: Lead customer operations, drive transformation, and enhance digital capabilities for an exceptional customer experience.
- Company: Join a dynamic team focused on operational excellence in a global SaaS or Ed-Tech environment.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional development.
- Why this job: Be a key player in transforming customer operations while fostering a high-performance team culture.
- Qualifications: 5+ years in customer service leadership with a track record of driving transformation and exceeding KPIs.
- Other info: This is a 12-month fixed-term contract covering maternity leave.
The predicted salary is between 55000 - 70000 £ per year.
Department: Customer Operations
Location: Sheffield (Hybrid, 3 days a week in the office, 2 days from home)
Full time, Fixed-Term Contract (12 months)
Line manager: Director, Global Customer Operations
Role Overview
We are seeking an experienced transformation-focused leader to step into the role of Head of Customer Operations on a 12-month maternity cover. This role will be pivotal in delivering operational excellence across multiple product verticals while spearheading key change initiatives that transform our people, processes, and technology. The successful candidate will also lead the Customer Resolution Team and act as a key partner to our Product and Technology functions to drive the adoption of digital capabilities and improved customer outcomes globally.
Key Responsibilities
- Lead and oversee all customer operational teams across assigned product verticals, ensuring an exceptional end-to-end customer experience.
- Drive transformation across customer operations—standardising processes, embracing automation, and implementing scalable service models.
- Partner with product and technology teams to improve and adopt digital customer service tools, self-service functionality, and chatbot capabilities.
- Actively gather and analyse customer feedback, MI data, and survey insights to implement continuous improvements.
- Implement best-in-class retention and complaint resolution practices that support customer loyalty and satisfaction.
- Foster a high-performance team culture through effective communication, development, coaching, and performance management.
- Ensure consistent achievement of all KPIs, service levels, and customer satisfaction metrics including a world-class NPS.
- Effectively manage resources, including team rotas, recruitment, onboarding, and training.
What will you need to succeed?
Experience
- 5+ years of leadership in customer service operations, including managing managers and advisors.
- Demonstrated success in delivering transformation across people, process, and technology.
- Proven experience in global SaaS or Ed-Tech organisations is highly desirable.
- Track record of exceeding KPIs and driving customer excellence in complex, regulated environments.
- Experience with digital service tools, AI, self-service platforms, and operational optimisation.
Knowledge
- Contact centre models, complaint management, CLV, and cost-to-serve metrics.
- Latest trends in digital customer service tools and operational strategy.
Skills
- Strong analytical skills and data-driven decision-making.
- Process mapping, service design, and SOP creation.
- Familiarity with customer platforms (CRM, Helpdesk, CCaaS, AI tools).
- Confident in Lean, Six Sigma, or similar continuous improvement methods.
- Calm, decisive leadership during periods of change or service disruption.
Pay Type Salary Min Hiring Rate £55,000.00 Max Hiring Rate £70,000.00
Head of Operations employer: Bohemian Rhapsody Silver
Contact Detail:
Bohemian Rhapsody Silver 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 digital customer service tools and operational strategies. This knowledge will not only help you understand the role better but also allow you to engage in meaningful conversations during interviews.
✨Tip Number 2
Showcase your experience in transformation-focused leadership by preparing specific examples of how you've successfully implemented change in previous roles. Be ready to discuss the impact of these changes on customer satisfaction and operational efficiency.
✨Tip Number 3
Network with professionals in the Ed-Tech or SaaS sectors, as they can provide insights into the industry and potentially refer you to opportunities. Attend relevant webinars or events to expand your connections and visibility.
✨Tip Number 4
Prepare to demonstrate your analytical skills by discussing how you've used data to drive decision-making in past roles. Being able to articulate your approach to analysing customer feedback and KPIs will set you apart from other candidates.
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 leadership experience in customer service operations, particularly any transformation initiatives you've led. Use specific examples that demonstrate your success in exceeding KPIs and driving customer excellence.
Craft a Compelling Cover Letter: In your cover letter, emphasise your experience with digital service tools and operational optimisation. Discuss how your skills align with the key responsibilities of the role, such as leading customer operational teams and implementing best practices for customer satisfaction.
Showcase Relevant Experience: When detailing your work history, focus on roles where you managed teams or drove significant change. Highlight your familiarity with contact centre models and your ability to analyse customer feedback to implement improvements.
Prepare for Potential Questions: Anticipate questions related to your experience with transformation in customer operations. Be ready to discuss specific strategies you've used to foster a high-performance team culture and how you've handled challenges during periods of change.
How to prepare for a job interview at Bohemian Rhapsody Silver
✨Showcase Your Leadership Experience
As a Head of Customer Operations, you'll need to demonstrate your leadership skills. Prepare specific examples of how you've successfully managed teams and driven transformation in previous roles. Highlight your experience in leading managers and advisors, as well as any achievements in exceeding KPIs.
✨Understand the Importance of Transformation
This role focuses on delivering operational excellence through transformation. Be ready to discuss your approach to standardising processes, embracing automation, and implementing scalable service models. Share insights on how you've previously improved customer operations and the impact it had on customer satisfaction.
✨Familiarise Yourself with Digital Tools
Since the position involves partnering with product and technology teams, it's crucial to be knowledgeable about digital customer service tools and self-service platforms. Research the latest trends in AI and operational optimisation, and be prepared to discuss how you've utilised these tools in past roles.
✨Prepare for Data-Driven Discussions
Strong analytical skills are essential for this role. Be ready to talk about how you've used data to drive decision-making and implement continuous improvements. Bring examples of how you've gathered and analysed customer feedback and metrics to enhance service delivery.
