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Customer Experience Operations Manager

hireful

Leeds

On-site

GBP 80,000 - 100,000

Full time

Today
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Job summary

A fast-growing regional airport in the UK is seeking a Customer Experience Operations Manager. This role involves leading customer operations teams and ensuring that services for passengers, including those requiring assistance, are efficient and compliant. You will manage operations, identify areas for improvement in the customer journey, and work closely with other operational leaders. The position offers a competitive salary, pension, annual bonus, and generous leave benefits.

Benefits

Competitive salary
Pension
Annual bonus
Generous annual leave

Qualifications

  • Proven experience leading customer or operational teams.
  • Understanding of service oversight and resource planning.
  • Commitment to making air travel accessible.

Responsibilities

  • Deliver customer-facing operations across the airport.
  • Lead customer operations teams and ensure service compliance.
  • Identify improvements to the customer journey.

Skills

Experience leading supervisors and frontline teams
Strong understanding of operational management
Managing Assisted Travel services
Confidence in compliance and safety
Ability to take ownership of operations issues
Customer-focused mindset
Job description
Location

Leeds

Department

Customer Experience

Job Type

Full time

Contract Type

Permanent

Our clients' customer operations are central to ensuring passengers can move through the airport safely, efficiently, and accessibly. As Customer Experience Operations Manager, you will be responsible for the delivery of customer-facing operations across the airport, with a particular focus on ensuring air travel is accessible for all, that customer experience vehicles are maintained and compliant, and every passenger has a positive customer experience from arrival to departure of the airport premises.

Working alongside other Operational Managers and Leaders, you will lead customer operations teams to deliver a consistent and well-managed experience for every passenger. You will act as the point of contact for customer operations matters, ensuring services are organised, compliant, and aligned to the needs of the operation and the customer.

You will be joining one of the UK’s fastest‑growing regional airports. Living their values to Be the Best, Work as One Team, and Do the Right Thing, you will help ensure customer operations support both day‑to‑day performance and the airport’s continued growth.

What your Day-to-Day will Feel Like

In this role, you will be responsible for making sure customer operations across the airport work as they should, every day. Your focus will be on ensuring services are planned, staffed, and supported so that passengers can move through the airport confidently, including those who require additional assistance.

You will work alongside our existing Customer Experience Operations Manager to lead Customer Experience Supervisors and their teams, ensuring they are clear on expectations and supported to deliver a consistent experience. This includes oversight of Assisted Travel services, customer-facing operations, and landside activity, making sure processes are followed and services remain organised and responsive to demand.

You will work closely with other operational leaders and business partners across the airport, acting as the central point of contact for customer operations matters. Through this, you will help identify where the customer journey can be improved and ensure changes are implemented in a way that supports both accessibility and operational flow.

What is in it for You
  • Salary: Competitive, reflecting the responsibility of managing Assisted Travel operations.
  • Hours & Working Pattern: Full-time, based on a standard working week with flexibility to support operational needs.
  • Unique Experience: Work in a high-profile, purpose-driven role at a fast-growing regional airport, where you are empowered to lead, trusted to make decisions, and drive improvement independently while collaborating with teams and external partners to make air travel accessible to all.
  • Company benefits – pension, annual bonus, and generous annual leave
What They're Looking For
  • Experience leading supervisors and frontline teams within a customer or operational setting.
  • A strong understanding of day-to-day operational management, including resource planning and service oversight.
  • Experience managing Assisted Travel or accessibility-focused services, or a clear commitment to making air travel accessible to all.
  • Confidence owning compliance, safety, training, and qualification requirements in a regulated environment.
  • Experience working with third-party providers and internal business partners to deliver joined-up operations.
  • The ability to take ownership of customer operations issues and see them through to resolution.
  • A customer-focused mindset, using feedback and operational insight to improve how services are delivered across the airport.
Your Application Journey

They're excited to hear from candidates who are ready to contribute to the success of their organisation. To apply, submit your application online via this portal, completing all required sections.

REF-226 427

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