Head of Customer Operations

London
Operations – Customer Care /
Permanent /
Hybrid
The role

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.

You’ll be:

    • 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.

We’re looking for someone who has:

    • 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.

It’s a bonus if you have:

    • A Bachelor's degree in Business Administration, Management, or a related field. A Master's degree is a plus.
    • Experience in the healthcare or digital solutions sector. 
Our benefits include..

📈  -  Share options.
🏖 -  25 days holiday, plus bank holidays (increasing to 30 the longer you stay with Numan). 
🩺  -  Health insurance with Vitality.
🧸  -  Enhanced maternity and parental leave. 
💼  -  Employee assistance programme (access to therapy, financial planning and discounts).
⚖️  -  Generous pension (includes both employee and employer contributions).
💻  -  Flexible working options, including a dog friendly office in Farringdon. 
📚  -  Personal training and development budget via Learnerbly. 
👟  -  Gympass membership, giving you access to over 2,000 locations in the UK. 
☕️  -  Free office snacks including breakfast items, soft drinks, tea and coffee.
🚲  -  Cycle to work scheme.
%   -  Discount to Numan products for your friends and family.
🤲  -  Paid volunteering days. 
📅  -  An additional 2 weeks off once you reach your 5th anniversary with Numan.

Diversity at Numan

At Numan, people are at the heart of who we are. We recognise and value the unique perspectives and experiences that individuals from all backgrounds bring.

We promote innovation and creativity, enabling us to tackle things from various viewpoints and are committed to equal opportunities and continuously strive to create a workplace where everyone feels respected, heard, and valued.

Embracing diversity isn't just our goal; it's our strength, driving us towards a more inclusive future.