Senior Customer Operations Manager | Flexible Working

John Lewis Partnership; Darwen; On-site; GBP 49,000 - 55,000; Full time

Job summary

Herbert Parkinson, part of the John Lewis Partnership, seeks an experienced operations leader to own the end-to-end customer journey across a multi-channel portfolio. You will optimise workflows, leverage data, and lead high-performing support teams to build scalable operations and deliver an exceptional customer experience.

Based at our Darwen office, the role focuses on aligning customer operations with business objectives, tracking meaningful KPIs, and driving continuous improvements while

Qualifications

• Proven track record of leading and developing customer service teams.
• Experience managing key accounts and fostering long-term relationships.
• Ability to analyse operational metrics to drive improvements.
• Ability to prioritise multiple tasks in a fast-paced setting.
• Strong communication and stakeholder management skills.

Responsibilities

• Manage workload and resource allocation to ensure all customer touchpoints are processed within SLAs and deliver exceptional service.
• Collaborate with the commercial team to align operations with business objectives for scalable growth.
• Set expectations and monitor performance using KPIs and SLAs, addressing service failures quickly.
• Drive continuous improvement across customer operations to protect margins and enhance customer experience.
• Provide effective talent management for line reports and succession planning.

Skills

Managing teams

Customer service

Key account management

Process improvement

KPIs & performance tracking

Communication

Stakeholder management

Job description

Herbert Parkinson, part of the John Lewis Partnership, seeks an experienced operations leader to own the end-to-end customer journey across a multi-channel portfolio. You will optimise workflows, leverage data, and lead high-performing support teams to build scalable operations and deliver an exceptional customer experience.

Based at our Darwen office, the role focuses on aligning customer operations with business objectives, tracking meaningful KPIs, and driving continuous improvements while