Head of Operations

Tes; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

A leading company in the SaaS sector is seeking a Head of Customer Operations to drive transformation and operational excellence. This role involves leading change initiatives, adopting digital solutions, and improving customer outcomes. The ideal candidate will have a strong background in customer service leadership and experience in SaaS environments.

Qualifications

• 5+ years leading transformation in customer service.
• Experience with Lean/Six Sigma methodologies.
• Background in SaaS and/or Ed-Tech preferred.

Responsibilities

• Drive end-to-end operational change across people, process & technology.
• Lead the adoption of digital and self-service solutions.
• Standardise and streamline operations for global growth.

Skills

Transformation in customer service environments

Continuous improvement methodologies

Digital enablement

CRM platforms

Automation

Customer journey redesign

Job description

We're Hiring: Head of Customer Operations | Sheffield | Lead Transformation in a Global SaaS Business

Full-Time | Fixed-Term Contract (12 months)

Location: London (Hybrid, 3 days in the office, 2 days from home)

Scope: Lead operations across key product verticals + oversee our central Customer Resolution function

Are you a change leader with a passion for transforming customer operations at scale? We're looking for a Head of Customer Operations to join our team—reporting into the Director, Global Customer Operations—to help reshape how we deliver exceptional service across the globe.

Your Impact

This is not just an operational leadership role, it's a transformation opportunity. You’ll:

• Drive end-to-end operational change across people, process & technology
• Lead the adoption of digital and self-service solutions to scale customer success
• Standardise and streamline operations to support rapid global growth
• Embed a high-performance culture built on data, ownership, and innovation
• Deliver real, measurable improvement in customer outcomes (NPS, retention, CSAT)

What We're Looking For

• Proven track record of leading transformation in customer service environments (5+ years at senior level)
• Experience delivering continuous improvement using methodologies like Lean/Six Sigma
• Confidence leading global, multi-functional teams through complex change
• Strong background in SaaS and/or Ed-Tech preferred
• Skilled in digital enablement, CRM platforms, automation, and customer journey redesign

You'll Thrive If You:

• See “how can we?” instead of “why can’t we?”
• Are driven by purpose and passionate about long-term value for customers
• Lead with empathy while staying laser-focused on performance
• Thrive in a culture of ownership, agility, and inclusive collaboration

This is a chance to transform the way we serve our customers, at scale, with technology and talent at your side.

Ready to lead meaningful change in a global SaaS business?

Apply now or reach out directly.

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