Global Head of Customer Operations & Delivery

British Council; United Kingdom; Hybrid; GBP 79,000 - 91,000; Full time

Benefits offered by this job

Civil Service Pension Scheme

Job summary

British Council seeks a visionary Senior Leader to shape global Customer Operations within CSS, driving exceptional customer experiences and sustainable growth across English & Exams. You will lead B2C Sales, Digital Services Delivery and Operations Delivery, influencing investment priorities and the CSS TOM.

As a member of the CSS Senior Leadership Team, you will empower high-performing teams, advance automation, and ensure delivery of KPIs, SLAs and service standards across international

Qualifications

• Essential: Degree level qualification or equivalent professional experience.
• Experience leading large-scale, senior leadership teams.
• Strong governance, strategy and transformation experience.

Responsibilities

• Define and deliver the 3–5 year Customer Operations strategy for CSS (E&E).
• Lead B2C Sales, Digital Services Delivery and Operations Delivery.
• Drive customer acquisition, conversion, retention and revenue growth.
• Advise the CSS Director on strategic planning and investments.
• Champion automation, data-driven improvement and operational excellence.
• Oversee global customer service, sales support and digital operations with KPI/SLA delivery.
• Develop leadership capability and succession planning across teams.

Skills

Leadership qualification

Customer experience accreditation

Service excellence accreditation

COPC certification

Education

Degree level qualification or equivalent

Job description

British Council seeks a visionary Senior Leader to shape global Customer Operations within CSS, driving exceptional customer experiences and sustainable growth across English & Exams. You will lead B2C Sales, Digital Services Delivery and Operations Delivery, influencing investment priorities and the CSS TOM.

As a member of the CSS Senior Leadership Team, you will empower high-performing teams, advance automation, and ensure delivery of KPIs, SLAs and service standards across international