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- Tasks: Lead a diverse team to enhance customer success and operational performance in a dynamic SaaS environment.
- Company: Join a forward-thinking company focused on software solutions and connected vehicles.
- Benefits: Competitive salary, career development opportunities, and a vibrant work culture.
- Other info: Be part of a multicultural team with opportunities for growth and innovation.
- Why this job: Make a real impact by driving customer engagement and satisfaction in a tech-driven industry.
- Qualifications: Experience in customer service operations and strong leadership skills are essential.
The predicted salary is between 55000 - 65000 £ per year.
The SaaS Operations Manager leads end-to-end service delivery across the customer lifecycle, overseeing both L1 inbound support and a proactive Customer Success function. The role is accountable for operational performance, service quality, and customer outcomes across onboarding, support, adoption, and retention within the Software and connected vehicle ecosystem. Using data-driven insights, the role identifies performance trends, workload gaps, and improvement opportunities, partnering with client partners and internal stakeholders to define and deliver against service, productivity, and quality targets.
Leading a blended and multicultural team, the Operations Manager ensures efficient inbound support alongside effective proactive engagement strategies that drive product adoption, customer value, and retention, particularly across key enterprise markets such as Germany, the UK, and other smaller EU countries. Acting as a strategic link between client, regional stakeholders, and delivery teams, the role ensures alignment, continuous improvement, and a consistent, high-quality customer experience, supported by strong expertise in software products and services.
Responsibilities
- Build and maintain strong customer relationships to understand business needs, reduce churn risk, and drive retention and Customer Lifetime Value.
- Act as a trusted advisor to customers, ensuring successful implementation, adoption, and ongoing value realisation of Ford Pro Software solutions.
- Lead proactive customer engagement strategies, including Business Reviews, to drive product adoption and identify growth opportunities.
- Manage customer contracts, renewals, and service expectations in line with agreed SLAs and commercial objectives.
- Oversee end-to-end operational performance across Customer Success and L1 support, ensuring delivery against service, quality, and productivity targets.
- Analyse performance data, customer trends, and operational metrics to identify gaps and drive continuous improvement initiatives.
- Ensure accurate CRM management, reporting, and visibility of customer health, risk, and activity across the enterprise base.
- Act as an escalation point for customer and operational issues, ensuring timely resolution and stakeholder alignment.
- Lead, coach, and develop a high-performing L1 & Customer Success team, fostering engagement, accountability, and career development.
- Identify training and coaching needs, delivering continuous feedback, performance management, and structured development plans.
- Maintain strong team engagement through regular 1:1s, team meetings, and a positive, performance-driven culture.
- Manage core people processes including recruitment, performance management, attendance, and employee relations.
- Partner closely with the client and internal stakeholders to align on priorities, performance targets, and operational strategy.
- Act as a key liaison across regional teams, channel partners, and leadership to ensure a consistent and customer-centric approach.
- Represent the Customer Success function in internal and external forums, supporting business objectives and client engagement.
- Serve as a subject matter expert in Connected Vehicle and software solutions, ensuring team capability and knowledge excellence.
- Support knowledgebase development, training programmes, and continuous learning to enhance service delivery and product expertise.
- Lead and support operational initiatives and projects, including process improvements, new product launches, and business expansion activities.
- Contribute to strategic planning, including contact centre support models, workflow optimisation, and customer engagement frameworks.
- Ensure effective communication, change management, and successful delivery of projects within scope, time, and quality expectations.
- Create and maintain a positive working environment.
Experience
- Mid-level experience of Stakeholder & account management
- Practiced experience of People management
- Practiced experience of Customer Service Operations and Contact Centre Case Management
- Thorough understanding of contact centre technologies, CRM systems and their respective reporting systems – preferred.
- Strong customer and software skills.
Education
- Undergraduate University degree or equivalent work experience is desirable.
Skills
- Leadership in building and developing high-performing teams
- Coaching and performance management capability
- Strong client relationship management and stakeholder engagement skills
- Negotiation and conflict resolution expertise
- Excellent written and verbal communication and presentation skills
- Strong interpersonal skills with high emotional intelligence
- Ability to influence stakeholders at all levels
- Ability to manage multiple priorities, programmes, and stakeholders
- Strong time management, organisational, and project delivery skills
- High attention to detail and quality assurance
- Adaptability in fast-paced, ambiguous environments
- Strong analytical and strategic thinking capability
- Ability to translate data into actionable insights
- Commercial acumen in SaaS retention, adoption, and growth
- Strong understanding of contact centre operations and performance metrics
- Technical proficiency in CRM systems (e.g. Salesforce) and MS Office tools
- Experience in fleet telematics or commercial software solutions (preferred)
- Proactive, continuous learning mindset with rapid domain adoption
- Strong professional judgement, integrity, and decision-making capability
- Proficient language skills to support a European customer base
Other
- # Of Direct Reports (include title):
- # Of Indirect Reports (include title):
- 10-15 L1 & Customer Success Managers (Various Language skills)
- 1 Quality Assurance Supervisor
- 1 Training & Development Supervisor
- 1 L1 Team Leader
- 10-15 Account Fulfilment & Onboarding Specialists (Various Language skills)
Operations Manager in Basildon employer: Percepta
Contact Detail:
Percepta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager in Basildon
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially in the SaaS space. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources. Focus on common questions for Operations Managers and think about how your experience aligns with the job description.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. And remember, apply through our website for the best chance at landing that dream job!
We think you need these skills to ace Operations Manager in Basildon
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Operations Manager role. Highlight your experience in customer service operations and team management, as these are key aspects of the job. We want to see how your skills align with our needs!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use data and examples to illustrate how you’ve driven customer success and improved operational performance. We love numbers!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon unless it’s relevant to the role. We appreciate a well-structured application that’s easy to read and understand.
Apply Through Our Website: We encourage you to apply directly through our website. This ensures your application goes straight to us and helps you stand out. Plus, it’s super easy to do – just follow the prompts and submit your materials!
How to prepare for a job interview at Percepta
✨Know Your Stuff
Make sure you have a solid understanding of the SaaS industry and the specific software solutions the company offers. Brush up on key metrics related to customer success, retention, and adoption, as these will likely come up during your interview.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in leading teams, especially in a multicultural environment. Share examples of how you've coached and developed team members, and how you've fostered a positive, performance-driven culture.
✨Data-Driven Insights
Since the role involves analysing performance data, be ready to talk about how you've used data to identify trends and drive improvements in previous roles. Bring specific examples of how your insights led to better customer outcomes or operational efficiency.
✨Build Rapport
Demonstrate your ability to build strong relationships with clients and stakeholders. Prepare to share stories that highlight your client management skills and how you've acted as a trusted advisor to customers in the past.