Customer Operations Manager

1 нед. назад

United KingdomEuropeLead

customer supportprocess improvementquality assurancecomplaint handling

Lead the teams managing customer operations, including technical support, complaints, and operational quality, focusing on process and performance improvements.

О компании

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.

Обязанности

As Customer Operations Manager, you will lead the teams that keep 's customer operations running well: you will be leading the escalations teams in general from Customer Relations - such as technical support, complaints and operational quality. You’ll be the go to person on quality and process improvement across customer support - not just overseeing what your teams deliver day-to-day, but shaping how we measure performance, where we invest to fix root causes, improve processes in operations to achieve excellence in our service levels for our customers and how operations and Product work together to stop problems recurring. Every one of your direct reports is themselves a manager, so this is a senior, multiplier role: your leverage comes from making your leaders better.
We're looking for someone who's genuinely comfortable in the data - who can look at a dashboard, know what's actually going on beneath it, and turn that into a clear operational or product ask. If you're as comfortable in a spreadsheet or a BI tool as you are in a 1:1, this role is built for you.
On a regular day as Customer Operations Manager, you will:
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.

Условия

We trust you, so we offer flexible working hours, as long it suits both you and your team
Physical and mental health support through our partnership with GymPass giving free access to over 1,500 gyms in the UK, 1-1 therapy, meditation sessions, digital fitness and nutrition apps
Our company offers extended and improved maternity and paternity leave choices, giving employees more flexibility and support
Cycle-to-Work Scheme
Health and Life Insurance
Pension Scheme
25 days of Annual Leave (+ Bank Holidays)
Office snacks every day
Friendly, comfortable and informal office environment in Central London

Другое

was founded on a simple belief: local businesses deserve better.
They are the cafés, restaurants, salons, shops and entrepreneurs that bring character to our high streets, create jobs and keep communities moving. Yet for too long, financial services has made life harder for them - with clunky tools, poor support and complexity that gets in the way of running a business.
We’re building a financial platform for local businesses across Europe - one built around simple tools, thoughtful design and real human support. Our Members rely on us to help them run their business with confidence, and that responsibility shapes the way we work.
We move fast. We care about quality. We stay close to the detail. And we believe great performance and genuine hospitality should go hand in hand.
If you want to build meaningful products, solve real problems and make a genuine difference for local businesses, we’d love to hear from you
We are committed to creating an inclusive environment where everyone regardless of race, ethnicity, gender identity or expression, sexual orientation, age, disability, religion, or background can thrive and do their best work. We believe that a diverse team leads to better ideas, stronger outcomes, and a more supportive workplace for all.
If you require any reasonable adjustments at any stage of the recruitment process whether for interviews, assessments, or other parts of the application—we encourage you to let us know. We are committed to ensuring that every candidate has a fair and accessible experience with us.