Senior Customer Ops Lead - AI and Automation

Big Motoring World; Gillingham; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Free parking

Gym access

32 days holiday inclusive of statutory

Job summary

Big Motoring World is seeking a Senior Customer Operations Manager to shape how Sales, Finance and After Sales contact centre teams operate. You will lead day-to-day operations, introduce new technology and AI, and improve customer journeys while developing managers and using data to drive measurable improvements.

The role demands hands-on, commercially minded leadership and the ability to translate strategy into practical action for customers and colleagues across multiple sites.

Qualifications

• Senior leadership experience in contact centre or customer operations.
• Ability to lead multi-site teams and drive change.
• Experience implementing AI or automation in customer ops.

Responsibilities

• Leading day-to-day operations across Sales, Finance and After Sales contact centre functions.
• Unifying separate teams into a single operating model.
• Implementing new contact centre technology, AI and automation.
• Designing IVR journeys and call routing enhancements.
• Building knowledge bases for frontline teams and AI tools.
• Setting performance expectations and monitoring KPIs.

Skills

Senior leadership

Customer operations

Cross-functional collaboration

Data-driven decisions

Tools

IVR systems

AI & automation tools

Job description

Big Motoring World is seeking a Senior Customer Operations Manager to shape how Sales, Finance and After Sales contact centre teams operate. You will lead day-to-day operations, introduce new technology and AI, and improve customer journeys while developing managers and using data to drive measurable improvements.

The role demands hands-on, commercially minded leadership and the ability to translate strategy into practical action for customers and colleagues across multiple sites.