Senior Customer Operations Manager

Volaris Group; Cardiff; Hybrid; GBP 55,000 - 60,000; Full time

Job summary

A leading technology firm in Cardiff is looking for a Senior Customer Operations Manager to lead customer-facing teams and drive operational excellence. This role involves strategic leadership, talent development, and ensuring compliance. The ideal candidate has over 7 years of experience in customer operations within the SaaS, PropTech, or FinTech sectors. Competitive salary offered, along with flexible working and career progression opportunities.

Benefits

£55,000 – £60,000 base salary

Flexible working

Enhanced annual leave: 28 days + bank holidays

Career progression opportunities

Regular team events

Qualifications

• 7+ years in customer operations leadership within SaaS, PropTech, or FinTech.
• Proven success in scaling operations and leading transformation initiatives.
• Strong background in talent development.

Responsibilities

• Define and execute the customer operations strategy.
• Oversee service delivery across support, accounting, and professional services.
• Develop and grow talent, including the next generation of managers.

Skills

Leadership

Customer operations

AI tools and automation

Strategic thinking

Stakeholder management

Tools

Zendesk

HubSpot

Job description

Job Summary

AgentOS PropTech Group is on a mission to transform the property sector with smart, AI-first technology. Our products: agentOS, agentPay, and Calmony, power property management, rent automation, and client accounting for thousands of professionals across the UK.

We’re now looking for a Senior Customer Operations Manager to lead our customer-facing teams and drive the next stage of operational excellence as we scale.

Job Description

AgentOS PropTech Group is a leader in property technology, banking technology and client accounting, offering a suite of innovative products: agentOS, agentPay, and Calmony, that streamline property management, rent automation, and client accounting.

As we transition into an AI-first company, we are seeking senior operators who can help us scale, innovate, and transform the way property professionals work.

We operate at the intersection of PropTech, FinTech, and SaaS, delivering intelligent, automated solutions that empower our clients to focus on what matters most.

We are a values-driven organisation that puts people’s interests at heart, fosters curiosity, and thrives on innovation, agility, and accountability - all within a supportive and collaborative culture.

Role Overview

As the Senior Customer Operations Manager, you will play a pivotal role in scaling and strengthening our customer-facing operations. You will oversee support, client accounting, and professional services, ensuring excellence in service delivery, compliance, and customer experience.

This is a hands-on leadership role where you’ll manage two small but high-impact teams (7 people in total, including two team leads), while also shaping operational strategy and enabling growth.

You Will Be Instrumental In

• Driving operational excellence.
• Developing talent - including the next generation of managers.
• Overseeing the development and delivery of professional services.
• Embedding AI-first workflows that enhance productivity and customer satisfaction.

Key Responsibilities

Strategic Leadership

• Define and execute the customer operations strategy aligned with company-wide OKRs.
• Champion the adoption of AI tools and automation to drive efficiency and scalability.
• Collaborate with the CEO and senior leadership to align operations with business goals.

Operational Excellence

• Oversee service delivery across support, accounting, and professional services.
• Lead the development and delivery of professional services, ensuring client value and revenue growth.
• Ensure delivery against OKRs, SLAs, and revenue-related objectives.
• Drive continuous improvement initiatives through operational innovation and structured workflows.

Talent Development

• Develop and grow talent, including the next generation of managers.
• Support team growth through structured training, coaching, and performance development.
• Foster a culture of accountability, curiosity, and customer-first thinking.

Governance & Compliance

• Ensure compliance with FCA requirements and those of our banking partners (Griffin, Modulr).
• Maintain high standards of data integrity, security, and operational risk management.

Required Skills & Experience

• 7+ years in customer operations leadership within SaaS, PropTech, or FinTech.
• Proven success in scaling operations and leading transformation initiatives.
• Experience in professional services development and delivery.
• Strong background in talent development, creating pathways for future leaders.
• Experience with AI tools, automation, and digital transformation.
• Strong commercial acumen and strategic thinking.
• Excellent communication and stakeholder management skills.
• Familiarity with tools such as Zendesk, HubSpot, and AI platforms.

What We Offer

• A senior leadership role in a high-growth, AI-first company.
• £55,000 – £60,000 base.
• Flexible working and a culture that values autonomy and innovation.
• Enhanced annual leave: 28 days + bank holidays, rising to 31 days after 3 years.
• Career progression opportunities within a growing tech ecosystem.
• Access to wider career pathways and leadership development within the Volaris and Constellation Software groups, offering long-term growth across a global network of software companies.
• Regular team events, learning sessions, and innovation workshops.
• Occasional travel for client visits, office collaboration, conferences, and training.

Send us your CV and a short note on how you’ve developed talent, delivered professional services, or scaled customer operations - we’d love to hear your story.