Head of Customer Ops & Quality

Teya; London (KY); On-site; USD 95,000 - 136,000; Full time

Benefits offered by this job

Flexible working hours

GymPass health support

Maternity & paternity leave

Cycle-to-Work Scheme

Health and Life Insurance

Pension Scheme

25 days Annual Leave

Office snacks

Central London office

Job summary

Teya in London is seeking a Customer Operations Manager to lead the teams handling customer relations, including complaints and escalations, and to drive quality and efficiency across operations. You will shape metrics, partner with Product, and push for data-driven improvements.

This senior role requires managing managers, building leadership capability, and turning insights into action. If you are comfortable with dashboards, can translate data into product asks, and value thoughtful service,

Qualifications

• Proven experience leading customer operations, complaints, or service quality functions, ideally in fintech, payments, or another regulated, high-growth environment.
• Experience managing managers, not just individual contributors - you know how to build leadership capability, not just execute through a team.
• Strong data and analytical skills - genuinely comfortable working with metrics, dashboards, and reporting tools to diagnose problems and track impact.
• Tech-comfortable - confident picking up new tools and systems, and pushing for the right technology to solve operational problems.
• A track record of driving process improvement end-to-end, from spotting the issue to designing, implementing, and measuring the fix.
• Strong cross-functional instincts - able to build genuine partnership with Product and other teams, not just hand off operational issues.
• Excellent judgement and communication skills, comfortable operating as a trusted right hand to a senior leader and representing the function credibly across the business.

Responsibilities

• Leadership of Leaders: Lead and develop the managers overseeing complaints and escalations, setting clear priorities and standards and helping them grow as leaders in their own right.
• Performance & Metrics Ownership: Define, track, and report the KPIs and quality metrics that matter across customer operations - service levels, resolution times, complaint volumes, quality scores - and use them to drive decisions, not just describe them.
• Process & Quality Improvement: Identify where operational processes are falling short, and design and implement the fixes - from workflow changes to new tooling - that raise the bar across the function.
• Cross-Functional Bridge to Product: Act as the key link between customer operations and Product, translating operational themes and root causes into clear input for the product roadmap, and making sure operational reality shapes what gets built.
• Operational Rigour with Tech Fluency: Get hands-on with the tools and systems customer operations relies on, and push for smarter use of data and technology to improve efficiency and quality.

Skills

Leadership of Leaders

Data‑driven decisions

Cross‑functional collaboration

Communication

Tech fluency

Process improvement

Customer operations experience

Fintech/regulatory exposure

Job description

Teya in London is seeking a Customer Operations Manager to lead the teams handling customer relations, including complaints and escalations, and to drive quality and efficiency across operations. You will shape metrics, partner with Product, and push for data-driven improvements.

This senior role requires managing managers, building leadership capability, and turning insights into action. If you are comfortable with dashboards, can translate data into product asks, and value thoughtful service,