Head of Operations

Bohemianrhapsody; Sheffield; Hybrid; GBP 55,000 - 70,000; Full time

Job summary

A leading company in the design industry is seeking a Head of Customer Operations for a 12-month maternity cover role in Sheffield. The successful candidate will deliver operational excellence, manage a customer resolution team, and drive transformation initiatives across multiple product verticals. The role requires a strong leader with extensive experience in customer service operations, focused on enhancing customer outcomes through effective processes and technology.

Qualifications

• 5+ years of leadership in customer service operations.
• Success in delivering transformation across people, process, and technology.
• Experience in global SaaS or Ed-Tech is highly desirable.

Responsibilities

• Lead and oversee all customer operational teams.
• Drive transformation across customer operations and standardise processes.
• Gather and analyse customer feedback to implement improvements.

Skills

Analytical skills

Data-driven decision-making

Process mapping

Service design

Leadership

Job description

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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

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Design

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