Senior SaaS Customer Operations Leader

Once For All; Basingstoke; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Wellness fund

Private medical insurance

Pension

Life Assurance x3

Holiday purchase

Volunteering day

EAP

Team offsite

Specsavers voucher

Tea, coffee & fruit

Job summary

Once For All is seeking an experienced Customer Operations leader in the UK to develop, manage and motivate our Customer Operational Delivery Teams. You will ensure outstanding service and maximise customer use of our SaaS platform while driving supplier retention and collaborating with Commercial teams.

You will oversee resource planning, SLA adherence and KPI attainment, coaching leaders, and guiding change with automation/AI initiatives.

Qualifications

• 5+ years' experience in a Customer Service/Customer Support/Operations Manager type role.
• Experience using data and insight to identify opportunities for improvements.
• Experience managing transformation plans that embed automation and streamline processes.
• Experience managing team leaders and building relationships with multiple stakeholders.
• Experience coaching team leaders and fostering a coaching culture, including SaaS products.
• Analytical with ability to manage KPI's to drive productivity, quality and service.
• Excellent verbal and written communication; strong collaboration across departments.
• Self-starter, highly organized with a can-do attitude.

Responsibilities

• Lead and motivate Customer Operational Delivery Teams to meet business objectives and deliver outstanding service.
• Oversee document verification, assurance processes, and compliance-influenced environments.
• Operate in health & safety-focused, regulated settings in construction-related contexts.
• Balance resources to meet SLA targets and drive strategic change for operational excellence.
• Drive data-driven performance management and implement corrective actions.
• Coach staff through regular 1:1s, identify training needs and ensure training completion.
• Recruit, induct and train new starters into the Customer Operational Delivery team.
• Support product management to ensure internal/external schemes and features launch with high user adoption.
• Lead transformation plans to improve processes through automation and AI across the business.
• Promote a high-performance, engaged culture through effective leadership.
• Collaborate with the Senior Management Team to analyse supplier feedback and drive continuous improvement.
• Contribute to exit/launch strategies and ensure services align with product roadmaps.

Skills

People management

Operational metrics

KPI management

Data analytics

Stakeholder management

Coaching

SaaS experience

Automation/AI

Communication

Time management

Problem solving

Tools

Analytics tools

Job description

Once For All is seeking an experienced Customer Operations leader in the UK to develop, manage and motivate our Customer Operational Delivery Teams. You will ensure outstanding service and maximise customer use of our SaaS platform while driving supplier retention and collaborating with Commercial teams.

You will oversee resource planning, SLA adherence and KPI attainment, coaching leaders, and guiding change with automation/AI initiatives.