hackajob is partnering directly with OneAdvanced to hire for this role.We’relooking for an experienced and commercially minded Head of Customer Operations to lead the evolution of our customer operating modelwithin our Extended Supportand Commercial Servicesteam, ensuring we deliver exceptional customer experiences at scale while driving operational excellence and profitable growth.This is a highly visible leadership role with responsibility for improving customer outcomes, increasing retention, reducing operationalfrictionand enabling sustainable growth.Define and lead the customer operating modelDevelop and continually evolve a scalable customer operations strategy aligned to businessobjectives.
Create operational frameworks that support customer growth while improving efficiency and consistency.
Standardise customer journeys,governanceand operating rhythms across all customer-facing teams.
Ensure operational processesremaincustomer-centric while supporting commercial performance.
Drive operational excellenceLead continuous improvement initiatives that simplify processes, removeinefficienciesand improve customer outcomes.
Establish operational standards, KPIs and service measures.
Introduce automation,self-serviceand scalable operating practices whereappropriate.
Build a culture focused on quality,accountabilityand operational excellence.
Improve customer retention and commercial performancePartner withteams across the businessto improve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
Identifyoperational improvements that accelerate customer value realisation and reduce churn.
Work alongside Revenue Operations and Commercial teams to optimise renewal,expansionand customer lifecycle processes.
Ensure customer operational performance directly supports revenue growth and EBITDA improvement.
Lead cross-functional collaborationBuild strong partnerships with Sales, Professional Services, Support, Finance, Product and Engineering.
Act as the operational bridge between executive strategy and frontline delivery.
Influence senior stakeholders through data-led recommendations and operational insight.
Ensure customer prioritiesremainaligned across every customer-facing function.
Executive escalation and governanceOwn governance for critical customer issues and executive escalations.
Lead post-incident reviews toidentifyroot causes and drive long-term improvements.
Implement governance frameworks that reduce recurring issues and improve organisational learning.
Ensure operational risks areidentifiedand proactively managed.
Build a high-performing functionLead,coachand develop a high-performing Customer Operations team.
Foster a culture of innovation,collaborationand continuous improvement.
Define teamobjectivesaligned to strategic business priorities.
Support succession planning and capability development across the function.
Use data to influence decisionsDevelop executive dashboards that provide insight into operational performance and customer health.
Analyse customer trends toidentifyopportunities for operational improvements.
Translate operational data into strategic recommendations for the leadership team.
Use metrics to prioritise investment and continuous improvement initiatives.
You’llbe an experienced operational leader who combines strategic thinking with a passion for improving customer experiences.You’llbe comfortable influencing executives, leading transformation programmes and delivering measurable business outcomes.Essential experienceSignificant leadership experience within Customer Operations, Customer Success, Revenue Operations or Service Operations.
Experience designing and implementing scalable operating models.
Strong commercial understanding of SaaS or subscription-based businesses.
Proven success improving customer retention and operational efficiency.
Experience leading organisational change and continuous improvement programmes.
Ability to influence senior stakeholders across multiple business functions.
Strong analytical skills with experience using operational metrics to drive decision-making.
Experience leading and developing high-performing teams.
Please note, applicants must have the legal right to work in the UK at the time of application.Wellbeing that means something26 days holiday + bank holidays
(and the option to buy more) plus
1 paid volunteering day
every yearExceptional family leave , 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leaveRobust sick pay
of up to 13 weeks full pay + 13 weeks half pay24/7 Employee Assistance Programme
for confidential supportPrivate medical insurance for everyone , no medical-history exclusionsFinancial benefits that have your backPerformance-based rewards tailored to your role , from company-wide bonuses to OTE and commission structuresIncome protection : up to
75% salary for 5 years
if you ever need itGrow your career with usSkillsHub learning platform
with leadership pathways, future-manager training, and a huge online libraryAccess to
external training and apprenticeshipsMaking a DifferenceMatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the fundingPennies from Heaven donate the pennies from your pay check to help make a difference without lifting a fingerPlus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:ULEV car scheme
with 1,000+ modelsDental insurance, Health Cash Plan, Critical Illness Cover, Partner Life CoverAt OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.Were much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.
OneAdvanced is one of the UKs largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.
Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.
We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.Proud to be recognised in the Financial Times Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team thats powering the world of work and making a real difference.Join us and become part of a team thats powering the world of work and making a real difference.Learn more atTPBN1_UKTJ…