Head of Customer Operations, Numan

• Extensive experience in customer service, operations, or a related field, within a leadership role
• A proven track record of managing customer operations in a fast-paced, technology-driven environment. Experience in a regulated environment is a plus
• Strong analytical skills, with the ability to interpret data, identify trends, and develop data-driven strategies to improve operations and customer experience
• Excellent leadership and team development skills, with a history of building high-performing teams
• A solid understanding of customer service technology, infrastructure, and best practices
• Exceptional communication and interpersonal skills, with the ability to engage and collaborate with stakeholders at all levels

Desirable

• The Head of Customer Operations will be a critical member of our leadership team, dedicated to overseeing all aspects of our customer operations.
• This includes managing our customer care teams, refining our customer support infrastructure, optimising customer operations, and ensuring the company is aligned with our customer-centric values.
• The ideal candidate will be data-driven and KPI-focused, with a strong ability to translate insights into actionable strategies that enhance customer satisfaction and operational efficiency
• Leading and developing the customer operations team, fostering a culture of excellence, empathy, and continuous improvement
• Overseeing the operational performance of all customer care channels, ensuring they meet or exceed established KPIs and service levels
• Developing and implementing strategies to optimise customer support operations, including process improvements, technology enhancements, and workforce management
• Analysing customer feedback and operational data to identify trends, anticipate customer needs, and implement proactive solutions
• Collaborating with product, engineering, marketing, and growth teams to ensure a seamless customer experience across all touchpoints
• Driving initiatives to enhance customer satisfaction and loyalty, leveraging insights to inform product improvement and company-wide strategy
• Overseeing the customer care infrastructure, ensuring robust and scalable solutions that support business growth and evolving customer needs
• Serving as the voice of the customer within the company, ensuring all departments understand customer feedback and insights
• Developing and managing the customer operations budget, ensuring effective resource allocation and cost management
• Establishing and maintaining strategic partnerships with external vendors and service providers to enhance customer support capabilities