At a Glance
- Tasks: Lead customer operations and enhance the post-sales journey for a world-class experience.
- Company: Join OneAdvanced, a rapidly growing SaaS company with a focus on innovation.
- Benefits: Enjoy 26 days holiday, exceptional family leave, and private medical insurance.
- Other info: Collaborative culture with opportunities for professional growth and development.
- Why this job: Shape customer experiences and drive measurable outcomes in a dynamic environment.
- Qualifications: Proven experience in customer operations and strong analytical skills required.
The predicted salary is between 80000 - 100000 £ per year.
OneAdvanced is a PE‑backed SaaS business with rapid growth ambitions. As VP of Customer Operations you will shape and lead the entire post‑sales journey from onboarding to renewal, building a world‑class customer operation that reduces friction, drives measurable outcomes, and becomes a competitive differentiator.
Key Responsibilities
- Lead and continuously evolve customer operations across all sector portfolios, creating a scalable, efficient, high‑quality service delivery that keeps pace with growth.
- Define and implement metrics‑driven processes that reduce friction, elevate satisfaction, and provide a seamless experience at every touchpoint—from onboarding through renewal.
- Act as senior escalation point for major customer issues, driving swift resolution, clear communication and learning loops that prevent recurrence.
- Champion an outstanding experience for high‑value Platinum & Gold tier accounts, ensuring tailored support models and measurable commercial outcomes for strategic relationships.
- Partner with Sales, Marketing, Revenue Operations, and Finance to accelerate Net Revenue Retention and EBITDA, translating operational improvements into commercial gains.
- Own tracking and optimisation of SaaS ARR realisation, working across Professional Services, Finance and Delivery to reduce backlog and accelerate time‑to‑value.
- Support account teams by monitoring cross‑sell initiatives—including expand products—and providing data‑led insights that unlock growth within the existing customer base.
- Develop a best‑in‑class operating model with Commercial Unit VPs, ensuring consistent governance, process standards and accountability across all customer‑facing functions.
- Influence strategic decisions and cross‑functional planning to maximise Gross Revenue Retention and Lifetime Value at scale.
- Serve as the connective tissue between frontline operations and senior leadership, translating data into actionable strategy and ensuring execution aligns with business goals.
- Drive a culture of accountability, continuous improvement and innovation within Customer Operations and across the broader commercial organisation.
Essential Experience & Skills
- Customer‑obsessed, growth‑oriented mindset with experience driving high performance at scale.
- Strong commercial acumen and a track record of improving key SaaS metrics—GRR, NRR, EBITDA, ARR realisation—through operational change.
- Proven ability to navigate complex matrix environments, influence senior stakeholders and align disparate teams around a common goal.
- Analytical strength and data fluency—able to extract insight, diagnose root causes and structure data‑informed decision‑making.
- Exceptional communication skills, inspiring and influencing from boardroom to front line.
- A continuous improvement ethos, combined with the resilience, agility and ownership needed to thrive in a fast‑moving environment.
Leadership & Personal Attributes
- Credible and authoritative at VP level—comfortable shaping strategy and influencing the executive team.
- Operationally hands‑on, able to zoom out to the strategic picture and zoom in to diagnose day‑to‑day performance issues.
- A natural collaborator who builds trust across Sales, Finance, Product and Delivery without losing their own point of view.
- Resilient under pressure, with a bias for action and a high personal standard of delivery.
- Experience in a PE‑backed or high‑growth SaaS environment is desirable.
Right to Work
Applicants must have the legal right to work in the UK at the time of application.
Benefits
- 26 days holiday plus bank holidays, with the option to purchase additional days; 1 paid volunteering day per year.
- Exceptional family leave: 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, 5 days paid bereavement leave.
- Robust sick pay: up to 13 weeks full pay and 13 weeks half pay.
- 24/7 Employee Assistance Programme for confidential support.
- Private medical insurance for all, no medical‑history exclusions.
- Performance‑based rewards—including company‑wide bonuses, OTE and commission structures.
- Income protection: up to 75% salary for 5 years if needed.
- SkillsHub learning platform with leadership pathways, future‑manager training and a comprehensive online library.
- Access to external training and apprenticeships.
- Philanthropy: MatchIt! fund‑raise and Pennies from Heaven donation programme.
- ULEV car scheme, dental insurance, health cash plan, critical illness cover and partner life cover.
Company Overview
OneAdvanced is a leading UK business software and services company operating across education, government, healthcare, legal, manufacturing, housing, retail and more. Based in Birmingham, it works throughout the UK, Ireland, India and Australia.
VP of Customer Operations in Birmingham employer: hackajob
OneAdvanced is an exceptional employer that fosters a culture of growth and innovation, making it an ideal place for the VP of Customer Operations to thrive. With a strong focus on employee well-being, the company offers generous benefits such as extensive family leave, robust sick pay, and a commitment to continuous learning through its SkillsHub platform. Located in Birmingham, OneAdvanced provides a dynamic work environment where collaboration and accountability are at the forefront, ensuring that employees can make a meaningful impact while advancing their careers.
StudySmarter Expert Advice🤫
We think this is how you could land VP of Customer Operations in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at hackajob. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like hackajob before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace VP of Customer Operations in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to hackajob:Your cover letter is your chance to shine! Tell us why you want to work at hackajob specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at hackajob!
How to prepare for a job interview at hackajob
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
