Head of Customer Operations

We are partnering with a late seed-stage business backed by top-tier investors who are looking for an outstanding business leader to own their customer operations and drive sustainability excellence.

Your Role as a Head of Customer Operations

Operations Leader

• Lead Customer Operations owning the service delivery model, roadmap, and hiring plan for the team.
• Shape company strategy by collaborating with other leaders, using data to challenge assumptions, and developing deep expertise in the customer, domain, market, and vision.
• Define and own customer-facing processes, including platform configuration, carbon footprint calculation, and report generation.
• Work with Product to roll out platform updates, balancing customer advocacy and operational efficiency.
• Develop a deep understanding of operational efficiency, creating a roadmap for improving gross margin in collaboration with other business leaders and the board.

Customer-Centric Leader

• Put customers at the centre of all service and sustainability discussions, championing and deepening your understanding of their needs.
• Work alongside Customer Success to refine the service delivery model.

Owning Customer Operations

• Be hands-on in adapting processes, leveraging knowledge of customers and the product to solve operational challenges.
• Step in to get things done for customers when necessary, ensuring timely value delivery.

Championing Customers

• Engage directly with customers to understand their needs and pain points, guiding the Customer Operations team through challenges.
• Collaborate with Customer Success, Commercial, and Product teams to align value delivery with customer needs.
• Distill customer feedback into actionable insights.

Scaling the Function

• Define and own the hiring plan, ensuring sustainable growth without compromising service quality.
• Develop and refine team roles, including Sustainability Experts and other supporting positions.
• Adopt a “what would it take” mindset, maximizing the existing team while strategically growing it in the right way.

Operational Team Manager

• Fully own and manage the Customer Operations Team, ensuring they achieve their best.
• Identify training needs and implement development programs.
• Build a culture of excellence in sustainability knowledge, customer-centricity, and execution.
• Be measured on the combined output of the Customer Operations Team.

Your Experience:

• 6+ years in a top-tier management consulting firm with clear progression and increasing responsibility, or
• 2+ years in a leadership role, setting & delivering strategy while leading teams.
• Experience in an early-stage startup (non-essential requirement).
• Experience with Enterprise SaaS (non-essential requirement).
• Strong data literacy and experience working with data-heavy products.

Apply Now:

Contact Yianna Giannaki, Principal, EMEA at Hiperpool, to apply and to find out more.

The base salary for this role is competitive depending on the preferred location. The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience, and location.

We encourage applications regardless of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation, and any other protected status as required by applicable law. If you require any adjustments or additional support during the recruitment process for any reason whatsoever, please let us know.

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