Service Business Operations Manager

Overview

In this leadership role, you will oversee Planning, Customer Resolutions and Back Office teams while ensuring performance of outsourced partners. You will translate strategy into practical priorities, drive improvements using data and customer insight, and build capable, customer-focused teams. You will manage complex escalations and governance to deliver a premium aftersales experience. You’ll lead cross-functional improvements to simplify processes and enable digital self-service, contributing to a resilient, high-performing operation.

Pay / Benefits

• salary up to 50,000
• bonus opportunity up to two months’ salary
• product discounts for family and friends
• discounted gym membership
• subsidised onsite café
• health cash plan and eye tests

Responsibilities

• Lead Planning, Customer Resolutions and Back Office teams and oversee outsourced service partners’ performance
• Translate business strategy into clear operational priorities and measurable outcomes
• Use data, customer insight and root-cause analysis to monitor performance and drive improvements
• Oversee complex customer escalations, executive complaints, regulatory matters and small claims through resolution
• Lead improvement initiatives across internal teams and external partners to simplify processes, reduce customer effort and enhance digital self-service

Key requirements

• Proven management experience in customer service, contact centre, aftersales, or service operations, including with outsourced partners
• Track record of turning business plans into priorities and sustainable performance improvements
• Experience developing high-performing teams through coaching, performance management and accountability standards
• Strong analytical and problem-solving skills with data-driven decision making
• Visible, resilient leadership capable of managing complex issues and influencing stakeholders

• leadership
• communication
• collaboration
• data analysis
• root-cause analysis
• performance monitoring

…