Operations Manager II, Customer Service

Overview

In this role you will lead a 240-strong associate population with direct line management of 12 Team Managers at a Brick & Mortar site in Edinburgh. You will set metrics, goals, and long-term strategy while navigating ambiguity and informing organizational planning. The role focuses on delivering world‑class customer experience through scalable structures and cross-functional collaboration. You will drive operational excellence, define site priorities, and balance short-term needs with long-term objectives. This position offers impact through leadership, process improvement, and strategic initiatives that shape on-site operations.

Responsibilities

• Directly manage people managers in a brick-and-mortar environment and foster team culture
• Recruit and onboard high-performance candidates
• Develop leadership skills and coach managers on UK employment relations matters
• Communicate mission, vision, and site priorities; facilitate on-site updates and discussions
• Serve as an operational liaison to represent customer needs and influence process/policy changes
• Lead calibration activities and participate in 1–3 year planning and cross-functional initiatives
• Own controllable aspects of service level performance; prepare metric reviews and capacity plans
• Collaborate to ensure compliance with UK laws and regulatory requirements; manage scheduling and workforce planning

Key requirements

• Experience managing large teams across multiple locations and languages
• Proficiency with Microsoft Office (Outlook, Word, Excel)
• Background in performance metrics, process improvement, and Lean methods
• Experience implementing process improvements
• Customer service experience
• People management experience
• Ability to navigate UK employment relations and regulatory requirements

• strong communication and listening
• conflict resolution and difficult conversations
• stakeholder management and cross-functional collaboration
• Lean methodologies
• Kaizen and Gemba principles
• data-driven decision making

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