Senior Customer Operations Leader for Scale & Automation

LYST LTD; United States; Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Private Healthcare

Pension Scheme

Holiday entitlement

Training Allowance

Clothing Allowance

Eye Tests

Cycle-to-Work

Transport Loan

Job summary

LYST LTD is seeking a Senior Customer Operations Manager to steer the team through growth, delivering a high-quality customer experience across all channels. You will coach leadership and specialists while using data to influence product and partnerships decisions.

You will drive automation and service transformation, optimise helpdesk platforms, and scale operations for rapid growth in a fast-moving marketplace.

Qualifications

• Senior leadership experience in customer service, customer operations or contact centre operations, ideally within a marketplace, e-commerce or fast-scaling tech business.
• Strong commercial acumen, with the ability to translate ticket and customer data into clear recommendations and measurable business impact.
• Exceptional stakeholder management, able to influence senior leaders across Product and commercial teams.

Responsibilities

• Lead the Customer Operations squad across all channels, optimising 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 agreed quality and service standards.
• Manage SLA and KPI performance to ensure alignment between performance, quality and customer outcomes.
• Oversee team planning, capacity management and the FY27 ticket forecast as partner and ticket volume grows.
• Lead escalation management and service recovery for complex or high-profile customer and partner issues.
• Build a high-performing, engaged team culture with clear communication, accountability and a consistent focus on wellbeing across internal and outsourced teams.

Job description

LYST LTD is seeking a Senior Customer Operations Manager to steer the team through growth, delivering a high-quality customer experience across all channels. You will coach leadership and specialists while using data to influence product and partnerships decisions.

You will drive automation and service transformation, optimise helpdesk platforms, and scale operations for rapid growth in a fast-moving marketplace.