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For Companies At a Glance
- Tasks: Lead a world-class customer support team and drive operational transformation.
- Company: Join OnBuy, one of the UK's fastest-growing tech companies.
- Benefits: Competitive salary, equity, generous leave, and career development opportunities.
- Why this job: Make a real impact in a dynamic environment focused on customer satisfaction.
- Qualifications: Proven leadership in scaling digital operations, preferably in eCommerce.
- Other info: Hybrid working from Bournemouth or Manchester with a commitment to diversity.
The predicted salary is between 48000 - 64000 £ per year.
OnBuy is an online marketplace on a mission to be the best choice for every customer, everywhere. We were recently named one of the UK's fastest‑growing tech companies in the Sunday Times 100 Tech list. We are laser focused on our mission and understand the huge effort required to succeed. Working at OnBuy means taking charge, owning responsibilities, and thriving in an ever‑changing environment.
About the Role
The Head of Digital Operations leads a world‑class customer support function that delivers fast, empathetic and consistent outcomes, while driving efficiency and continuous improvement through technology, data and process excellence. You will lead a remote team and partner closely across all aspects of our business to ensure buyers and sellers feel confident, supported and valued at every interaction. This role is critical in building trust, protecting our community and enhancing platform reputation at scale.
Key Responsibilities
- Customer Support Leadership
- Own customer support strategy across buyers and sellers
- Lead multi‑disciplinary teams across buyer escalations, seller support queries and the implementation of our Risk Management governance framework
- Ensure consistent resolution quality, tone of voice and policy adherence
- Operational Transformation
- Lead the evolution of customer support into a proactive, AI‑augmented function
- Architect scalable support systems that reduce manual intervention and improve resolution speed
- Embed automation and predictive analytics into support workflows to eliminate recurring issues
- Deliver performance to SLA and quality standards
- Build and mature operational frameworks, playbooks and escalation pathways
- Partner with Technology to identify and fix systemic root causes
- Customer Advocacy & Insights
- Act as a champion of the buyer and the seller internally, surfacing trends and insights
- Work with Product Owners to feed prioritised improvements into our longer‑term roadmap, including AI tools and self‑serve capabilities
- Build quarterly insights and feedback loops across business anchored in customer feedback
- Coach, empower and develop leaders and teams
- Set clear goals, rhythms and operational reporting
- Foster a culture of accountability, learning and high performance
- Ensure compliance with platform policies and regulatory obligations
- Manage complex and high‑risk escalations
- Work closely with Risk team to protect customers and brand
Requirements
- Proven leadership in scaling customer operations through digital transformation, preferably in eCommerce or marketplace environments
- Track record scaling support teams in high‑growth or complex environments
- Experience implementing support tech including CRM systems, automation and AI tooling
- Strong cross‑functional leadership with Product, Tech, Risk and Legal
- Customer obsessed with strong problem‑solving and operational rigor
- Data‑driven decision making and reporting capability
- Excellent communication, stakeholder influence and crisis management
- Ability to inspire, coach and develop customer‑focused teams
Benefits
- Salary up to £80,000 depending on experience
- Company equity
- 25 days annual leave + Bank Holidays
- 1 extra day off for your birthday
- Employee Assistance Programme
- Perks@Work benefit platform
- Opportunities for career development and progression
Our Commitment
OnBuy is an equal‑opportunity employer. We are dedicated to creating a fair and transparent workforce, starting with a recruitment process that does not discriminate on the basis of gender, sexual orientation, marital or civil partnership status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. This role will be hybrid working from either our Bournemouth or Manchester offices.
Seniority Level: Mid‑Senior level
Employment Type: Full‑time
Job Function: General Business
Head of Digital Operations in Bournemouth employer: OnBuy
Contact Detail:
OnBuy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Digital Operations in Bournemouth
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at OnBuy. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for the interview by researching OnBuy's mission and values. Show us how your experience aligns with our goals, especially in customer support and digital operations.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. We want to see your personality shine through, so be yourself!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace Head of Digital Operations in Bournemouth
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Digital Operations role. Highlight your experience in scaling customer operations and digital transformation, as this is key for us at OnBuy.
Showcase Your Leadership Skills: We want to see how you've led teams in high-growth environments. Share specific examples of how you've driven efficiency and continuous improvement in customer support functions.
Be Data-Driven: Since we're all about data at OnBuy, include any metrics or results that demonstrate your ability to make data-driven decisions. This will show us you understand the importance of analytics in enhancing customer experiences.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at OnBuy
✨Know Your Stuff
Before the interview, dive deep into OnBuy's mission and values. Understand their customer support strategy and how they leverage technology for operational transformation. This will show that you're genuinely interested and prepared to lead in a way that aligns with their goals.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in scaling customer operations, especially in high-growth environments. Prepare specific examples of how you've led teams through digital transformations and improved processes. This is your chance to demonstrate your ability to inspire and develop others.
✨Data-Driven Decision Making
Since the role requires a strong focus on data, come equipped with examples of how you've used data to drive decisions in past roles. Discuss any experience you have with CRM systems, automation, or AI tools, and how these have improved customer support outcomes.
✨Emphasise Customer Advocacy
OnBuy values customer advocacy, so be prepared to talk about how you've championed customer needs in previous roles. Share insights on how you've gathered customer feedback and used it to influence product improvements or operational changes. This will highlight your commitment to creating a positive customer experience.
