Global CX Operations Leader: Scale, Analytics & Alignment

Ser Group; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global software leader is seeking a Customer Success Operations Leader to enhance process excellence and drive analytics across teams. You will collaborate with IT and Sales, manage enterprise platforms like Salesforce, and lead a high-performing team. The ideal candidate has significant experience in CX operations, with a proven track record in a software or SaaS environment. Join us to make a direct impact on customer experience and shape the future of digital work.

Benefits

Collaborative work environment

Impactful role in global company

Mentorship opportunities

Qualifications

• Proven track record at director level or equivalent leading CX operations in a software or SaaS company.
• Minimum of 5+ years of progressive experience in customer experience, service delivery, or operations.
• Hands-on expertise in analytics and business reporting, tracking key performance metrics.

Responsibilities

• Drive process excellence and alignment across the customer journey.
• Collaborate with IT, Sales, and CX for operational effectiveness.
• Own the optimisation of core CX platforms.

Skills

CX process optimisation

Cross-functional collaboration

Analytics and business reporting

Salesforce management

Customer success tools expertise

Tools

Salesforce

Certinia

ChurnZero

Job description

A global software leader is seeking a Customer Success Operations Leader to enhance process excellence and drive analytics across teams. You will collaborate with IT and Sales, manage enterprise platforms like Salesforce, and lead a high-performing team. The ideal candidate has significant experience in CX operations, with a proven track record in a software or SaaS environment. Join us to make a direct impact on customer experience and shape the future of digital work.