Customer Operations Manager

Overview

In this role you will lead the customer operations function, focusing on escalations, complaints, and quality. You will shape how we measure performance, fix root causes, and align operations with product to prevent recurring problems. As a senior, you’ll develop and enable leaders, driving cross-functional impact and operational excellence. You’ll use data to translate insights into tangible improvements and partner with Product to improve the customer journey.

Pay / Benefits

• flexible working hours
• GymPass health and wellbeing support
• extended maternity/paternity leave
• Cycle-to-Work Scheme
• Health and Life Insurance
• Pension Scheme

Responsibilities

• Lead and develop the managers overseeing complaints and escalations, setting clear priorities and advancing their leadership
• Define and own KPIs and quality metrics across customer operations to drive decisions
• Design and implement process and quality improvements, including new tooling or workflows
• Bridge between customer operations and Product, translating themes and root causes into product input
• Work hands-on with operations tools and systems, promoting smarter data use and tech-enabled efficiency

Key requirements

• Proven experience leading customer operations, complaints, or service quality in fintech or high-growth regulated environments
• Experience managing managers, building leadership capability
• Strong data and analytical skills with dashboards and reporting tools
• Tech-savvy with ability to adopt new tools and push for appropriate technology
• Track record of end-to-end process improvement from issue detection to implemented fix
• Strong cross-functional collaboration with Product and other teams
• Excellent judgment and communication, able to represent the function credibly

• leadership
• data-driven mindset
• communication
• data analysis
• dashboards
• reporting tools

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