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For Companies At a Glance
- Tasks: Lead the transformation of Customer Support into a modern Customer Experience organisation.
- Company: Join SymphonyAI, a leading enterprise AI SaaS company driving digital transformation.
- Benefits: Competitive salary, career growth opportunities, and a dynamic work environment.
- Why this job: Make a real impact by improving customer satisfaction and adopting innovative AI solutions.
- Qualifications: Experience in Customer Operations and proven people management skills required.
- Other info: Be part of a global team dedicated to continuous improvement and excellence.
The predicted salary is between 28800 - 48000 £ per year.
We are seeking an experienced Customer Operations Manager to support and help deliver the transformation of our Customer Support function into a modern Customer Experience (CX)-led organisation across EMEA and North America. This role will be hands-on, people-focused, and customer-facing, working closely with senior leadership to improve service quality, customer satisfaction, and operational efficiency. The role will play a key part in driving adoption of AI and automation within Customer Operations and improving day-to-day execution across incidents, backlog, and customer engagement.
Key Responsibilities
- Support the evolution from Customer Support to Customer Experience, helping improve CSAT and customer effort through better processes, tooling, and communication.
- Lead and develop a team of Customer Operations and Support professionals, ensuring high performance, accountability, and customer focus.
- Act as a primary escalation point for customer issues, leading incident calls and supporting recovery discussions with customers.
- Own day-to-day backlog management, workload balancing, and MTTR improvement across assigned regions.
- Drive practical adoption of AI and automation, including: Jira Service Management AI and Agentic Agents, Rovo for knowledge discovery and ticket resolution, Workflow automation to reduce manual effort.
- Track and report on operational and AI adoption metrics, escalating risks and opportunities to senior leadership.
- Participate in service reviews and operational governance calls with customers.
- Work closely with Product, Engineering, and Professional Services to improve service readiness and handover quality.
- Contribute to continuous improvement initiatives and standardisation across regions.
Skills & Experience
- Experience in Customer Operations, Customer Support, or Service Management within a SaaS or enterprise software environment.
- Proven people management experience with a focus on coaching and development.
- Strong understanding of incident management, backlog control, and SLA-based delivery.
- Experience using Jira Service Management or similar service tools.
- Confident communicator with customers and internal stakeholders.
Desirable
- Experience supporting or implementing AI-enabled service tools.
- Exposure to CX metrics such as CSAT or Customer Effort.
- Experience working with distributed or global teams.
What Success Looks Like
- Improved team performance and customer feedback.
- Increased adoption of AI and automation within Customer Operations.
- Healthier backlog with fewer aged tickets.
- More consistent, confident customer communication during incidents.
- Tangible contribution to the organisation's CX transformation.
About Us
SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.
Customer Operations Manager – Customer Experience & AI Enablement in London employer: SymphonyAI
Contact Detail:
SymphonyAI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Manager – Customer Experience & AI Enablement in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info on job openings.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer operations. We recommend role-playing with a friend or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills in AI and automation during interviews. Be ready to discuss how you've used these tools in past roles to improve customer experience and operational efficiency. It’s all about demonstrating your value!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Operations Manager – Customer Experience & AI Enablement in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Operations Manager role. Highlight your experience in customer support, team management, and any exposure to AI tools. We want to see how you can contribute to our CX transformation!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how your background aligns with our mission. Be sure to mention specific examples of how you've improved customer satisfaction or operational efficiency in the past.
Showcase Your Communication Skills: As a Customer Operations Manager, you'll be communicating with both customers and internal teams. Make sure your application showcases your confident communication style. Whether it's through your CV, cover letter, or any additional materials, let your personality and professionalism shine through!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the details about our culture and values there, which can help you tailor your application even further!
How to prepare for a job interview at SymphonyAI
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends in Customer Experience (CX) and how AI is transforming the industry. Be ready to discuss specific examples of how you've improved customer satisfaction or operational efficiency in your previous roles.
✨Show Off Your People Skills
As a Customer Operations Manager, you'll be leading a team. Prepare to share your experiences in coaching and developing team members. Think of specific situations where you turned a struggling team member into a high performer.
✨Get Familiar with Tools
Since the role involves using tools like Jira Service Management, make sure you know your way around them. If you have experience with similar service tools, be ready to explain how you used them to manage incidents and improve workflows.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during the interview. Think about how you would handle customer escalations or improve backlog management. Practising these scenarios can help you articulate your thought process clearly.
