Senior Customer Operations & Transformation Lead

Foundation Partners Group; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Foundation Partners Group, on behalf of Car Supermarket, seeks a Senior Customer Operations Manager to lead a major contact centre transformation. You will implement new technology, design IVR journeys, and build knowledge bases to support AI-enabled service.

You will manage dispersed managers and agents across locations, drive end‑to‑end process improvements, define KPIs, and report to the Director of Customer Experience. Hybrid working with occasional travel to dealerships.

Qualifications

• Proven experience running contact centre or customer operations teams.
• Hands‑on experience implementing new contact centre technology and AI tools.
• Experience structuring and optimising IVR systems and call routing.
• Experience building and maintaining a knowledge base for agents and/or self‑serve or AI tools.
• Good working knowledge of customer data — structuring, quality and how it feeds reporting, personalisation and automation.
• Track record of managing people managers and dispersed/multi‑site teams, with strong people leadership and coaching skills.
• Strong process improvement background — comfortable mapping, redesigning and embedding new workflows.
• Experience working with sales and customer service teams.
• Confident using data and performance metrics to diagnose issues and drive decisions. Excellent stakeholder management and communication skills.

Responsibilities

• Run day‑to‑day operations across Finance, After sales and Sales contact centre functions, working towards one coherent operating model out of previously siloed teams.
• Implement the new technology and AI tools selected as part of the transformation (e.g. call/chat automation, AI-assisted quality monitoring, workforce management, self-serve), configuring and embedding them into live operations.
• Design and structure IVR journeys and call routing so customers reach the right team quickly, and continually refine them as volumes and needs change.
• Build and maintain the knowledge base that agents and self‑serve/AI tools rely on, keeping it accurate, well‑structured and easy to use.
• Own the quality and structure of customer data used across the contact centre, ensuring it supports accurate reporting, personalisation and AI/automation tools.
• Drive end‑to‑end process improvement: map current‑state processes, identify bottlenecks and inefficiencies, and redesign workflows with measurable outcomes.
• Manage and develop Contact Centre Manager(s) and, through them, a dispersed frontline team — setting clear goals, standards and accountability across locations and shifts.
• Build a culture of continuous improvement, where managers and agents are encouraged to flag problems and test solutions rather than just follow scripts.
• Define and track the KPIs and SLAs that matter (service levels, quality, conversion, cost‑to serve) and report performance and progress to the Director of Customer Experience.
• Act as a problem‑solving partner to the business — diagnosing root causes behind operational pain points and driving through Fixes, not just managing symptoms.
• Support the Director of Customer Experience in delivering the wider transformation project, translating strategy into practical, well‑sequenced operational change with minimal disruption to daily service delivery.
• Collaborate with Sales, Finance and Support leadership to ensure the contact centre operating model serves the needs of each function.

Skills

Team leadership / running contact-cent

AI integration

IVR optimisation

Knowledge base

Data driven

People leadership

Process improvement

Sales & service collaboration

Analytics & metrics

Stakeholder management

Tools

GA4

Power BI

Job description

Foundation Partners Group, on behalf of Car Supermarket, seeks a Senior Customer Operations Manager to lead a major contact centre transformation. You will implement new technology, design IVR journeys, and build knowledge bases to support AI-enabled service.

You will manage dispersed managers and agents across locations, drive end‑to‑end process improvements, define KPIs, and report to the Director of Customer Experience. Hybrid working with occasional travel to dealerships.