Vice President Customer Operations

Leap29

Warrington

Hybrid

GBP 180,000 - 260,000

Full time

14 days+

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Job summary

Talantir is seeking an experienced Vice President of Customer Operations to own the post-sales journey across implementation, support, and ongoing service. This executive role will unify operating model, ensure seamless customer experiences, and drive scalable processes that support enterprise growth and predictable execution.

You will lead DevOps, Client Delivery and Service Delivery, establish governance, metrics, and cross-functional collaboration with Engineering, Product and Sales.

Qualifications

10+ years in SaaS or enterprise technology environments.
Proven leadership of multiple post-sales operational functions.
Experience working with senior leadership teams.
Strong understanding of customer success models and enterprise delivery.

Responsibilities

Own the full post-sales customer lifecycle across implementation and support.
Establish clear accountability for customer outcomes across teams.
Eliminate cross-functional breakdowns between delivery, support, engineering and product.
Act as executive escalation owner for customer delivery and service issues.
Lead DevOps and Service Operations for platform reliability.
Professionalize enterprise onboarding and implementation processes.
Define SLAs, governance, and service performance metrics.

Skills

SaaS leadership

Post-sales operations

Executive leadership

Cross-functional collaboration

Customer success management

Tools

AWS

Job description

VP, Customer OperationsLocation: North West, Hybrid Reports to: CEO Department: Customer Operations Leadership Scope: DevOps, Client Delivery and Service Delivery

Role Overview

We are seeking an experienced Vice President of Customer Operations to take executive ownership of how our customers are delivered, supported, and operationally served after contract signature.

The VP of Customer Operations will establish a unified operating model that ensures customers experience a seamless, reliable, and high-quality journey from implementation through long-term service. This is a transformational leadership role. The successful candidate will introduce operational discipline, improve cross-functional collaboration, and build scalable processes that support enterprise growth. The mandate is clear: Deliver predictable execution, operational reliability, and customer confidence at scale.

This role brings together three critical functions under a single accountable leader:

DevOps / Service Operations — platform reliability and operational excellence
Client Delivery — enterprise onboarding and implementation execution
Service Delivery — ongoing customer support and in-life service management

Key Responsibilities

1. End-to-End Customer Operations Ownership

Own the full post-sales customer lifecycle across implementation, support, and operational platform delivery.
Establish clear accountability for customer outcomes across teams.
Eliminate breakdowns between delivery, support, engineering, and product.
Act as executive escalation owner for customer delivery and service issues.

2. DevOps & Service Operations Leadership

Lead the DevOps and Service Operations teams responsible for platform stability and performance.
Drive operational maturity across monitoring, incident response, capacity planning, and change management.
Improve platform reliability, uptime, and operational predictability.
Partner closely with Engineering to ensure scalable and resilient infrastructure.
Implement clear ownership and post-incident accountability practices.

3. Client Delivery & Implementation Excellence

Professionalize enterprise onboarding and implementation processes.
Establish repeatable delivery frameworks, governance standards, and documentation practices.
Improve time-to-value and implementation predictability.
Ensure structured handovers into ongoing service delivery.
Balance delivery quality with commercial efficiency and scalability.

4. Service Delivery & Customer Support Transformation

Build a proactive, high-performing support organization.
Define and enforce SLAs, escalation paths, and service performance metrics.
Shift the organization from reactive issue resolution to proactive service management.
Improve customer satisfaction, retention confidence, and executive trust.

5. Operating Model & Cross-Functional Alignment

Create a unified operating cadence across Customer Operations, Product, Engineering, and Sales.
Introduce structured collaboration frameworks and communication rhythms.
Ensure delivery and support insights inform product roadmap priorities.
Break down functional silos and align teams around shared outcomes.

6. Metrics, Governance & Executive Reporting

Define and own operational KPIs including:

Implementation timelines and success rates
SLA attainment and response performance
Incident frequency and resolution time
Platform availability and operational health
Customer satisfaction (CSAT/NPS)
Delivery utilization and efficiency
Customer retention health indicators

Provide regular performance reporting to executive leadership.

7. Leadership & Organizational Development

Evaluate current team structures, leadership capability, and operating effectiveness.
Coach, develop, and where necessary restructure teams to support growth.
Recruit and build future operational leadership capability.
Establish a culture of ownership, accountability, and continuous improvement.

What Success Looks Like (First 6 Months)