Strategic Central Ops Lead — Scheduling & Tech Support

RAC; Walsall; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Owning It Together Share Scheme

Pension with matched contributions

Car salary sacrifice (EV options)

25 days annual leave

Flexible schedules

Discount portal and perks

Job summary

RAC seeks an experienced Central Operations Service Delivery Lead to drive the Scheduling, Parts and Technical Support teams from its Bescot base. You will lead day-to-day performance, optimise resource use, and ensure accurate decisions to deliver high‑quality service outcomes.

You will coach teams, manage attendance and performance, and collaborate across SMR, Contact Centre and Customer Care to continuously improve efficiency and service levels.

Qualifications

• Strong people-management capability.
• Experience leading operational teams in a similar environment.
• Ability to use data to drive performance improvement.
• Excellent communication and stakeholder management skills.
• Resilience and adaptability in real-time operations.

Responsibilities

• Lead daily performance of Scheduling, Parts and Technical Support teams.
• Ensure real-time scheduling aligns with available resources.
• Oversee parts identification and allocation to minimise delays.
• Provide high-quality technical guidance for first-time fix decisions.
• Foster a high-performance culture through coaching and feedback.

Skills

People management

Operations leadership

Data-driven performance

Stakeholder management

Communication

Job description

RAC seeks an experienced Central Operations Service Delivery Lead to drive the Scheduling, Parts and Technical Support teams from its Bescot base. You will lead day-to-day performance, optimise resource use, and ensure accurate decisions to deliver high‑quality service outcomes.

You will coach teams, manage attendance and performance, and collaborate across SMR, Contact Centre and Customer Care to continuously improve efficiency and service levels.