Head of Customer Operations

hackajob is partnering directly with OneAdvanced to hire for this role. We're looking for an experienced and commercially minded Head of Customer Operations to lead the evolution of our customer operating model within our Extended Support and Commercial Services team, 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 operational friction and enabling sustainable growth.

Key Responsibilities:

• Define and lead the customer operating model.
• Develop and continually evolve a scalable customer operations strategy aligned to business objectives.
• Create operational frameworks that support customer growth while improving efficiency and consistency.
• Standardise customer journeys, governance and operating rhythms across all customer-facing teams.
• Ensure operational processes remain customer-centric while supporting commercial performance.
• Drive continuous improvement initiatives that simplify processes, remove inefficiencies and improve customer outcomes.
• Establish operational standards, KPIs and service measures.
• Introduce automation, self-service and scalable operating practices where appropriate.
• Build a culture focused on quality, accountability and operational excellence.
• Partner with teams across the business to improve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
• Identify operational improvements that accelerate customer value realisation and reduce churn.
• Work alongside Revenue Operations and Commercial teams to optimise renewal, expansion and customer lifecycle processes.
• Ensure customer operational performance directly supports revenue growth and EBITDA improvement.
• 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.
• Own governance for critical customer issues and executive escalations.
• Lead post-incident reviews to identify root causes and drive long-term improvements.
• Implement governance frameworks that reduce recurring issues and improve organisational learning.
• Lead, coach and develop a high-performing Customer Operations team.
• Foster a culture of innovation, collaboration and continuous improvement.
• Use data to influence decisions and develop executive dashboards that provide insight into operational performance and customer health.

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 Benefits:

• 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.
• 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.
• Access to external training and apprenticeships.

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 strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas.