Head of AI-Driven Customer Ops (Hybrid, Equity)

OnBuy; Manchester; On-site; GBP 72,000 - 88,000; Full time

Benefits offered by this job

Company equity

25 days annual leave + Bank Holidays

1 extra day off for your birthday

Employee Assistance Programme

Perks at Work benefit platform

Opportunities for career development

Job summary

A leading online marketplace is seeking a Head of Customer Response to lead a world-class customer support function. This role is pivotal in driving efficiency and continuous improvement through technology and process excellence while enhancing both buyer and seller experiences. The ideal candidate should have a strong background in digital transformation and leadership within customer operations, particularly in e-commerce. The position is hybrid, based in either Bournemouth or Manchester, and offers a competitive salary up to £80,000.

Qualifications

• Proven leadership in scaling customer operations through digital transformation.
• Experience in e-commerce or marketplace environments.
• Strong cross-functional leadership with Product, Tech, Risk, and Legal.

Responsibilities

• Own customer support strategy across buyers and sellers.
• Lead multidisciplinary teams through escalations.
• Ensure compliance with platform policies and regulatory obligations.

Skills

Leadership in customer operations

Problem-solving

Operational rigour

Data-driven decision making

Excellent communication skills

Tools

CRM systems

Automation tools

AI tooling

Job description

A leading online marketplace is seeking a Head of Customer Response to lead a world-class customer support function. This role is pivotal in driving efficiency and continuous improvement through technology and process excellence while enhancing both buyer and seller experiences. The ideal candidate should have a strong background in digital transformation and leadership within customer operations, particularly in e-commerce. The position is hybrid, based in either Bournemouth or Manchester, and offers a competitive salary up to £80,000.