Operations Director

Overview

As Operations Director for SaaS products, you will lead customer onboarding and customer success to ensure outstanding service delivery. You are the primary client contact, driving satisfaction and continuous improvement across onboarding, transition and day-to-day operations. You will oversee service transitions, enable growth through customer development, and champion ongoing process improvements. This role supports a hybrid working model with travel to client sites, contributing to ambitious growth and innovative service delivery.

Pay / Benefits

• car allowance
• family private medical cover

Responsibilities

• Lead onboarding and ongoing customer success for SaaS customers
• Own service delivery quality and continuous improvement initiatives
• Oversee the transition of services and day-to-day operations
• Manage resources and ensure operational efficiency
• Drive customer development and identify growth opportunities
• Act as primary client contact and advocate for customers
• Support hybrid work model with occasional UK travel to client sites

Key requirements

• Proven track record leading Customer Onboarding and Customer Success in SaaS
• Experience at Director or Head of Service Delivery level
• Located within easy commute of North West England, with willingness to travel UK-wide for clients
• Commercially astute and innovative in approach
• Ability to manage service delivery, onboarding, and client relationships

• Commercially astute
• Innovative
• Customer-focused
• Leadership and people management
• Stakeholder management

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