Head of Operations

Bohemian Rhapsody Silver; Sheffield; Hybrid; GBP 55,000 - 70,000; Full time

Job summary

A leading company is seeking a transformation-focused leader for the role of Head of Customer Operations on a 12-month maternity cover. The position, based in Sheffield, involves overseeing customer operations, implementing new digital tools, and ensuring exceptional service quality while delivering strategic change initiatives across the organization.

Qualifications

• 5+ years in customer service operations leadership.
• Proven track record of managing change across people, processes, and technology.
• Experience in global SaaS or Ed-Tech organizations preferable.

Responsibilities

• Lead all customer operational teams to ensure exceptional experience.
• Drive transformation through standardisation and automation.
• Gather and analyse customer feedback for continuous improvement.

Skills

Analytical Skills

Process Mapping

Leadership

Data-Driven Decision-Making

Tools

CRM

Helpdesk

CCaaS

AI tools

Job description

Title: Head of Customer Operations (12-Month FTC, Maternity Cover)

Department: Customer Operations

Location: Sheffield (Hybrid, 3 days a week in the office, 2 days from home)

Full time, Fixed-Term Contract (12 months)

Line manager: Director, Global Customer Operations

Role Overview

We're seeking an experienced transformation-focused leader to step into the role of Head of Customer Operations on a 12-month maternity cover. This role will be pivotal in delivering operational excellence across multiple product verticals while spearheading key change initiatives that transform our people, processes, and technology.

The successful candidate will also lead the Customer Resolution Team and act as a key partner to our Product and Technology functions to drive the adoption of digital capabilities and improved customer outcomes globally.

Key Responsibilities

• Lead and oversee all customer operational teams across assigned product verticals, ensuring an exceptional end-to-end customer experience.
• Drive transformation across customer operations—standardising processes, embracing automation, and implementing scalable service models.
• Partner with product and technology teams to improve and adopt digital customer service tools, self-service functionality, and chatbot capabilities.
• Actively gather and analyse customer feedback, MI data, and survey insights to implement continuous improvements.
• Implement best-in-class retention and complaint resolution practices that support customer loyalty and satisfaction.
• Foster a high-performance team culture through effective communication, development, coaching, and performance management.
• Ensure consistent achievement of all KPIs, service levels, and customer satisfaction metrics including a world-class NPS.
• Effectively manage resources, including team rotas, recruitment, onboarding, and training.
  
  

What will you need to succeed?

Experience

• 5+ years of leadership in customer service operations, including managing managers and advisors.
• Demonstrated success in delivering transformation across people, process, and technology.
• Proven experience in global SaaS or Ed-Tech organisations is highly desirable.
• Track record of exceeding KPIs and driving customer excellence in complex, regulated environments.
• Experience with digital service tools, AI, self-service platforms, and operational optimisation.
  
  

Knowledge

• Contact centre models, complaint management, CLV, and cost-to-serve metrics.
• Latest trends in digital customer service tools and operational strategy.
  
  

Skills

• Strong analytical skills and data-driven decision-making.
• Process mapping, service design, and SOP creation.
• Familiarity with customer platforms (CRM, Helpdesk, CCaaS, AI tools).
• Confident in Lean, Six Sigma, or similar continuous improvement methods.
• Calm, decisive leadership during periods of change or service disruption.
  
  

Other details

• Pay Type Salary
• Min Hiring Rate £55,000.00
• Max Hiring Rate £70,000.00