Head of Editorial & CX Operations (Hybrid, UK/US)

StoryTerrace; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Monthly bonus

Commission

Job summary

StoryTerrace in London is seeking a senior people leader to head our front-line Project Managers and a Customer Success Agent, overseeing UK and US client book projects. You’ll coach the team, drive KPIs like upgrades, payments, and customer satisfaction, and ensure service levels and on-time delivery amid sensitive client stories.

A background in customer service, project management, and manuscript production helps, with remote work history and a willingness to travel to Aldgate offices 2–3

Qualifications

• Have line-managed a team (remote or multi-location) and hiring experience.
• Experience in customer service and handling complaints.
• Commercial mindset with strong focus on targets and numeracy.
• Solid project management in fast-paced client environments.
• Knowledge of manuscript and book production processes.
• Strong communicator across stakeholders at all levels.
• Familiarity with G-suite, HubSpot and Claude is a bonus.
• Nice to have experience with the US market or personalised products.

Responsibilities

• Lead a frontline Project Managers team and a Customer Success Agent across the UK and US.
• Coach using data dashboards, 121s and client feedback to motivate and improve performance.
• Ensure service levels and hit project milestones and deadlines.
• Manage escalations and client concerns with calm leadership.
• Keep the team trained on processes and continuously improve ways of working.

Skills

Line management

Customer service

Project management

Commercial mindset

Data dashboards

Communication

Tools

G-suite

HubSpot

Claude

Job description

StoryTerrace in London is seeking a senior people leader to head our front-line Project Managers and a Customer Success Agent, overseeing UK and US client book projects. You’ll coach the team, drive KPIs like upgrades, payments, and customer satisfaction, and ensure service levels and on-time delivery amid sensitive client stories.

A background in customer service, project management, and manuscript production helps, with remote work history and a willingness to travel to Aldgate offices 2–3