Operations Manager
PerceptaEngland, United Kingdom
Posted May 12, 2026
Full Time
About the Company
Percepta is a global customer relationship organization that specializes in end-to-end contact management for clients' customers, prospects, suppliers, and distribution networks. Leveraging a worldwide footprint, the company delivers multilingual, multichannel customer experience solutionsāincluding call centers, outbound marketing, lead generation, and social media engagementāacross diverse time zones. Its focus on integrating CRM, customer lifecycle, and loyalty programs positions Percepta as a specialist in optimizing the full customer journey. The firm's ability to scale complex, language-rich operations while maintaining high satisfaction metrics sets it apart in the customer experience industry.
Job Description
The SaaS Operations Manager leads end-to-end service delivery across the customer lifecycle, overseeing both L1 inbound support and a proactive Customer Success function. The role is accountable for operational performance, service quality, and customer outcomes across onboarding, support, adoption, and retention within the Software and connected vehicle ecosystem.
Requirements
- Build and maintain strong customer relationships
- Act as a trusted advisor to customers
- Lead proactive customer engagement strategies
- Manage customer contracts and renewals
- Oversee end-to-end operational performance
- Analyse performance data and customer trends
- Lead, coach, and develop a high-performing team
- Manage core people processes
- Partner closely with the client and internal stakeholders
- Represent the Customer Success function
- Serve as a subject matter expert in Connected Vehicle and software solutions
- Support knowledgebase development and training programmes
- Lead and support operational initiatives and projects
- Contribute to strategic planning
