Senior Customer Ops Lead Scale & Automate Support (Remote)

Lyst; Greater London; Hybrid; GBP 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Private Healthcare

Training Allowance

Pension Scheme

Cycle-to-Work Scheme

Clothing Benefit

Eye Tests and Vouchers

Transport Season Ticket Loan

Social Events

Zusammenfassung

Lyst is seeking a Senior Customer Operations Manager to lead the Customer Operations squad across all channels, delivering high-quality customer experiences as growth continues. You will coach leaders, partner with an outsourced partner, and drive improvements using data and operational intelligence.

You will influence product and partnerships decisions, collaborate with cross-functional teams, and shape governance and performance standards while ensuring wellbeing across teams.

Qualifikationen

• Senior leadership experience in customer operations
• Experience managing outsourced partners with SLAs
• Strong stakeholder management with cross-functional influence

Aufgaben

• Lead the Customer Operations squad across all channels for quality, speed and scalability.
• Own the relationship with the outsourced support partner, including contract, SLAs and performance.
• Run structured performance reviews and governance with the team, holding them to quality standards.
• Manage SLA and KPI performance to align outcomes.
• Oversee team planning, capacity management and ticket forecasting as volume grows.
• Lead escalation management and service recovery for complex issues.
• Foster a high-performing, engaged team culture with accountability and wellbeing.

Kenntnisse

Senior leadership

Outsourced partner management

SLA & KPI management

Data-driven decision making

Customer operations

Tools

Zendesk

Jobbeschreibung

Lyst is seeking a Senior Customer Operations Manager to lead the Customer Operations squad across all channels, delivering high-quality customer experiences as growth continues. You will coach leaders, partner with an outsourced partner, and drive improvements using data and operational intelligence.

You will influence product and partnerships decisions, collaborate with cross-functional teams, and shape governance and performance standards while ensuring wellbeing across teams.