At a Glance
- Tasks: Lead the operations behind customer success, data science, and support for top financial institutions.
- Company: Join Hawk, a leader in AI-driven anti-money laundering and fraud detection technology.
- Benefits: Enjoy a supportive culture, professional growth opportunities, and the chance to make a global impact.
- Other info: Be part of a dynamic team focused on innovation and excellence in financial services.
- Why this job: Shape the future of customer operations with cutting-edge AI tools and data-driven insights.
- Qualifications: 7+ years in customer success or operations, with strong data analysis and AI experience.
The predicted salary is between 70000 - 90000 £ per year.
About Us
Hawk is the leading provider of AI-supported anti-money laundering and fraud detection technology. Banks and payment providers globally are using Hawk’s powerful combination of traditional rules and explainable AI to improve the effectiveness of their AML compliance and fraud prevention by identifying more crime while maximizing efficiency by reducing false positives. With our solution, we are playing a vital role in the global fight against Money Laundering, Fraud, or the financing of terrorism. We offer a culture of mutual trust, support and passion – while providing individuals with opportunities to grow professionally and make a difference in the world.
Your Mission
As Customer Operations Manager at Hawk, your mission is to build and run the operating system behind a post-sales team that delivers implementation, customer success, data science, solution architecture and support to some of the most demanding financial institutions in the world. Working directly with the Chief Customer Officer, you will own the reporting, cadence, data and automation that lets a lean team run a global customer base with the discipline of an organisation three times its size. This is a senior individual contributor role with no direct reports: your leverage comes from systems, data and AI agents, not headcount. Where most operations roles maintain the machine, you build it, then teach it to run itself.
Key Responsibilities
- Own the weekly, monthly and quarterly operating cadence of the Customer team, including escalation reviews, forecast calls and account reviews, so leaders walk into every session with the right data already on the table.
- Own customer health, adoption, utilisation, retention (GRR and NRR) and delivery metrics end to end, from definitions and pipelines through data quality to presentation, as the single source of truth used in every account conversation and every board pack.
- Find the story in the data, not just report it: spot the account drifting towards risk, the leading indicator that predicts churn and the delivery pattern eroding margin, and put it in front of the people who can act.
- Own professional services economics across the delivery portfolio: estimation discipline, resourcing and capacity planning, utilisation, margin, and the variance between scoped and delivered work, partnering with Finance on milestone and revenue reporting and keeping that variance visible, explainable and shrinking.
- Administer and continually improve the operational toolchain, with Planhat as the customer system of record, PSA tooling for delivery, and the integrations into CRM, support and finance systems, holding the team and yourself to a simple bar: if it is not in the system, it did not happen.
- Champion a standing mandate to automate every recurring operational workflow with AI tools and agents: reporting packs, data reconciliation, meeting preparation, health scoring and escalation triage are all candidates the moment they repeat.
- Design, build and operate AI agents (Claude and similar) in production workflows, measure the hours they return to the team, and retire the manual processes behind them.
- Produce the customer sections of board packs, QBR materials and executive dashboards: accurate, on time, every time.
Your Profile
- Typically seven or more years in professional services operations, customer success operations or revenue operations within SaaS or AI technology companies.
- A builder’s track record. You have built and operationalised the operating model for a post-sales organisation in a scaling, high-growth business: the cadences, the metrics, the systems, the playbooks. You are a domain expert in how this is done, not a first-timer.
- The right background: an embedded professional services organisation, a management consulting firm, or a sales or revenue operations function with genuine post-sales scope.
- Expert-level data analysis. You understand the data, interrogate it and present it. Excel mastery is assumed, and experience with BI and analytics tooling is expected.
- Hands-on AI capability. You use AI tools and agents (Claude or comparable) as a daily working instrument and have shipped real automation into operational workflows, not just experimented.
- Operational tooling expertise. Expert with Planhat or comparable customer success platforms, PSA tools, and the CRM and finance systems they connect to.
- An executive communicator. You turn data into a narrative a leader can act on, and process into clarity a delivery team will actually follow, in written and verbal English at executive standard.
- The right instincts for the job: forensic attention to detail (you cannot let numbers that do not reconcile go until they do), automation over headcount, low ego and high ownership, and comfort presenting a board metric in the morning and fixing the data pipeline behind it in the afternoon.
Bonus
- Exposure to financial services, RegTech or financial crime compliance.
- Experience supporting consumption-based or hybrid commercial models.
- Experience working with distributed, multi-country teams.
Customer Operations Manager employer: Hawk
Hawk is an exceptional employer, offering a dynamic work culture that fosters mutual trust and support while empowering employees to grow professionally. As a Customer Operations Manager, you will play a pivotal role in shaping the operational framework of a cutting-edge AI technology firm, with opportunities to innovate and automate processes that directly impact global financial institutions. Located in a vibrant tech hub, Hawk provides unique advantages such as access to industry-leading resources and a collaborative environment that encourages meaningful contributions to the fight against financial crime.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Hawk. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Customer Operations Manager
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Hawk.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Hawk's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Hawk
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Hawk.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Hawk will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Hawk employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
