At a Glance
- Tasks: Lead global customer service operations and enhance customer experience across multiple departments.
- Company: Dynamic international tech company with a strong growth trajectory.
- Benefits: Competitive salary, performance bonuses, and opportunities for career advancement.
- Other info: Opportunity to influence company evolution and develop towards C-suite roles.
- Why this job: Make a real impact on customer satisfaction and drive operational excellence in a growing business.
- Qualifications: Experience in leading customer-facing teams in fast-paced environments.
The predicted salary is between 100000 - 115000 £ per year.
I'm recruiting for a VP of Customer Service Operations role with a growing international technology business that supports over 20,000 customers across 11 countries. This role has responsibility for multiple operational functions, with the largest area being Customer Support/Customer Service. The support function currently represents the biggest team within the remit and is expected to continue growing as the business scales (circa 45 heads currently).
The successful person will oversee four global functions covering Customer Support, Retentions, Production and B2B Operations, all of which play a key role in customer onboarding, customer experience, customer retention and long-term revenue growth. The business is in a strong position, with customer numbers continuing to grow, operational performance being healthy, and no major fires to fight. They are looking for someone who can scale what already works, improve collaboration between departments and continue enhancing the customer experience as the business grows.
Current Operational Environment
- Supporting 20,000 customers across 11 countries
- Handling approximately 6,000 inbound customer enquiries per week
- Global support operation with local market representation
- Current contact mix of 70% live chat, 15% phone and 15% email
- Zendesk support environment
- Around 400 new customers are onboarded every month
- Production output growing at approximately 30% year-on-year
- Strong SLA performance across operational functions
- Full autonomy to redesign retention strategy and customer lifecycle processes
- Responsibility for customer communications and engagement activity across the customer base
- Oversight of customer-facing operational services and fulfilment functions
What You'll Be Responsible For
- Leading and developing four global department heads
- Creating alignment across Support, Retentions, Production and B2B Operations
- Scaling operational functions as customer numbers continue to grow
- Driving improvements in customer experience and customer satisfaction
- Developing and enhancing customer support strategy
- Improving service delivery, operational performance and efficiency
- Identifying opportunities to streamline customer journeys
- Building a more proactive retention function
- Reducing customer churn and improving customer lifetime value
- Using data and insight to drive operational decision-making
- Ensuring departments work collaboratively towards common business goals
- Supporting the business through continued international growth
- Introducing structure and best practice without reducing agility
What We Are Looking For
This role could suit someone currently operating as:
- Head of Customer Support/Head of Customer Service
- Director of Customer Service/Contact Centre Director/Head of Contact Centre
- VP of Customer Operations
The ideal person will have experience leading sizeable customer-facing teams within a fast-paced technology, SaaS, or service-led environment (B2B or B2C). You'll be commercially aware, customer-focused and comfortable operating through managers rather than directly managing large frontline teams. Most importantly, you'll understand how to scale customer operations whilst maintaining a positive customer experience and strong business performance. This is a rare opportunity to step into a broad operational leadership role where customer support sits firmly at the heart of the business and where you'll have genuine influence over how the organisation evolves over the coming years and have a clear career development path to C suite.
VP of Customer Service Operations in Manchester employer: Optimise Talent Ltd
Join a dynamic international technology business in Manchester as the VP of Customer Service Operations, where you'll lead a growing team dedicated to enhancing customer experience for over 20,000 clients across 11 countries. With a strong focus on collaboration and operational excellence, this role offers full autonomy to innovate and improve customer support strategies while enjoying a competitive salary and performance bonuses. The company fosters a culture of growth and agility, providing ample opportunities for professional development and a clear path towards C-suite leadership.
StudySmarter Expert Advice🤫
We think this is how you could land VP of Customer Service Operations in Manchester
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, especially those who might know someone at the company you're eyeing. A friendly chat can sometimes lead to a referral, which is gold when it comes to landing that VP role.
✨Tip Number 2
Prepare for the interview by diving deep into the company's culture and values. Show them you understand their mission and how your experience aligns with their goals. We want to see you shine as the perfect fit for their team!
✨Tip Number 3
Don’t just talk about your past achievements; bring data to the table! Highlight how you've improved customer satisfaction or reduced churn in previous roles. Numbers speak louder than words, and we love seeing results!
✨Tip Number 4
Follow up after your interview with a personalised thank-you note. Mention something specific from your conversation to remind them of your fit for the role. It shows you're genuinely interested and keeps you top of mind!
We think you need these skills to ace VP of Customer Service Operations in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of VP of Customer Service Operations. Highlight your experience in leading customer-facing teams and any relevant achievements that showcase your ability to scale operations and enhance customer experience.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific examples of how you've improved customer satisfaction or streamlined processes in previous positions.
Showcase Your Leadership Style:In your application, let us know about your leadership approach. We want to see how you develop teams and foster collaboration across departments. Share any strategies you've used to align teams towards common goals.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Optimise Talent Ltd
✨Know Your Numbers
As a VP of Customer Service Operations, you'll need to be data-driven. Brush up on key metrics like customer satisfaction scores, churn rates, and operational performance indicators. Be ready to discuss how you've used data to drive improvements in previous roles.
✨Showcase Leadership Experience
This role involves managing multiple global department heads, so highlight your leadership experience. Prepare examples of how you've successfully led teams, improved collaboration, and scaled operations in fast-paced environments. Make it clear how you can inspire and align teams towards common goals.
✨Understand the Customer Journey
Familiarise yourself with the customer lifecycle and how different departments contribute to it. Be prepared to discuss strategies for enhancing customer onboarding, retention, and overall experience. Show that you can think holistically about customer service operations.
✨Emphasise Agility and Innovation
The company is looking for someone who can introduce best practices without creating unnecessary bureaucracy. Share examples of how you've implemented innovative solutions or streamlined processes while maintaining agility. This will demonstrate your ability to adapt and thrive in a growing environment.
