Head of Customer Operations

Generative AI Solutions; United Kingdom; Remote; GBP 70,000 - 90,000; Full time

Job summary

A leading company in internet privacy solutions is seeking a Head of Customer Operations to join their leadership team. This remote-first role involves managing global support teams, driving transformation, and enhancing customer experience using cutting-edge technologies. Ideal candidates will have a strong track record in transformational leadership and a passion for operational excellence.

Qualifications

• Proven track record of managing complex, global support teams.
• Strong commercial acumen with excellent financial management capabilities.
• Experience in driving transformation and change management.

Responsibilities

• Architect exceptional customer journeys and champion the customer voice.
• Lead talented international support teams and drive transformation.
• Implement robust processes and transparent reporting systems.

Skills

Managing complex global support teams

Commercial acumen

Change management

Tech-savvy

Strategic thinking

Relationship-building

Communication skills

Process implementation

Navigating political situations

Thriving in fast-paced environments

Job description

Head of Customer Operations

GBP70,000 - GBP90,000 Remote (UK-based) with occasional travel to North London

Our client is a market leader in internet privacy and safety solutions serving both individual and enterprise customers.

They are currently seeking an exceptional Head of Customer Operations to join their leadership team, reporting directly to the CEO, and drive transformation across their global support function.

As Head of Customer Operations, you'll architect exceptional customer journeys, champion the customer voice throughout the organisation, and lead talented international support teams while working alongside innovative colleagues who value excellence and continuous improvement.

Working with cutting-edge technologies in a dynamic environment, you'll have the opportunity to make a significant impact, driving maturity across processes, tooling and reporting in a fast-growing organisation.

Essential Experience:

• Proven track record of managing complex, global support teams
• Strong commercial acumen with excellent financial management capabilities
• Experience in driving transformation and change management
• Tech-savvy with passion for leveraging new technologies to enhance customer experience
• Strategic thinking balanced with hands-on operational excellence
• Exceptional relationship-building and communication skills at all levels
• Experience implementing robust processes and transparent reporting systems
• Ability to navigate politically nuanced situations with influence and tact
• Comfortable bringing clarity to ambiguity and thriving in fast-paced environments
• Experience in smaller, nimble organisations rather than large enterprise

To be successful in this role, you will need to lead with empathy but act with courage building trust across teams while holding people and processes to account.

You will already be well established in your career, with a track record of transformational leadership. You will be energised by the opportunity to leave a visible mark, driving cultural and operational change in an organisation that maintains an entrepreneurial, innovative spirit where continuous improvement is celebrated.

This is a remote-first opportunity, however candidates will ideally need to be UK-based as there will be a requirement for occasional travel to the client's London HQ for leadership meetings and cross-departmental collaboration.

Only candidates eligible to work in the UK will be considered.

Our client is an equal opportunity employer and welcomes applications from all qualified individuals.