Chief Operating Officer - Customer Operations & Growth

MHR; Ruddington; On-site; GBP 150,000 - 210,000; Full time

Benefits offered by this job

Training & development

GP access

Extra holidays

Family leave

MHRewards

Employee recognition

Referral bonus

On-site restaurants

Job summary

MHR is seeking an accomplished Chief Operating Officer to lead end‑to‑end customer operations and service delivery, aligning Professional Services, Managed Services, Service Desk, Service Management, Customer Success and Service Design into one operating model.

You will shape strategy, reinforce operational discipline and build capabilities to scale sustainably while balancing customer value, quality and efficiency across the organisation.

Qualifications

• Significant senior leadership experience across customer operations, service delivery or a comparable operational environment.
• Proven track record in leading professional services, managed services and service design initiatives.
• Experience in a SaaS or technology-enabled services business is highly desirable.
• Strong commercial and financial awareness with ability to govern large-scale programs.
• Demonstrable ability to lead through complexity, change and growth.

Responsibilities

• Own the performance and continuous improvement of MHR’s customer-facing operating model.
• Establish objectives, rhythms, governance and measurable outcomes across the remit.
• Ensure collaboration across Professional Services, Managed Services, Service Desk, Service Management, Customer Success, Service Design and other functions.
• Translate strategy into practical operating plans and priorities.
• Build a scalable, resilient organisation that supports growth and changing customer needs.
• Maintain controls, risk management, business continuity and regulatory compliance.

Skills

Senior leadership

SaaS experience

Operational management

Customer operations

Programme delivery

Job description

MHR is seeking an accomplished Chief Operating Officer to lead end‑to‑end customer operations and service delivery, aligning Professional Services, Managed Services, Service Desk, Service Management, Customer Success and Service Design into one operating model.

You will shape strategy, reinforce operational discipline and build capabilities to scale sustainably while balancing customer value, quality and efficiency across the organisation.