Customer Experience Operations Manager

The Customer Experience Operations Manager will lead customer support strategy and operations, drive transformation and efficiency, and ensure scalable, high-quality service while managing stakeholders and complex customer issues. The role requires a senior leadership role with a strong background in customer experience, operations, and leadership, with a minimum of 8+ years of experience.

Requirements

• Minimum 8+ years of leadership and management experience in Customer Experience, Operations, or similar functions
• Bachelor’s degree in a relevant discipline required; postgraduate qualifications or certifications in operations, leadership, or process improvement are advantageous
• Proven ability to lead through coaching, build high-performing teams, and drive employee engagement and retention in fast-paced, customer-centric environments
• Strong stakeholder management experience within matrix organisations, with the ability to balance priorities and influence senior leaders
• Solid background in support operations (QA, Training, Workforce Management), with deep understanding of service levels, capacity planning, and frontline delivery
• Experience in Tech/SaaS or high-volume environments (e.g., fintech, BPO, e-commerce); real estate software experience is a plus
• Working knowledge of CX platforms such as Freshdesk (or similar), with the ability to optimise systems and processes for efficiency
• Highly analytical and data-driven, with strong attention to detail and ability to translate insights into actionable improvements
• Excellent cross-cultural communication and collaboration skills, with experience working across geographically distributed teams and leading through change

Benefits

• Discover your ideal work-life balance with our approach to a hybrid set-up
• Access to Perkbox, giving you discounts across healthcare, entertainment, food, utilities and more
• Access to LinkedIn Learning, giving you learning opportunities to upskill and work on your personal growth
• Access to top-notch mental health support through our Employee Assistance Program
• Continuous opportunities to leap, learn and grow