Customer Operations Manager

📋 Description

• Own customer service across outsourced partners (CX, quality, cost).
• Partner with tech/insights teams to implement changes.
• Champion AI-enabled workflows to boost quality and speed.
• Chair governance forums with outsourcers and approve delivery.
• Lead quality, training and knowledge programs for performance.
• Own escalations and complaints as a business risk; drive systemic fixes.

🎯 Requirements

• 5+ years’ experience in a contact centre or customer operations.
• Proven ability to manage outsourced or vendor-led operations.
• Data-driven decision-making with measurable outcomes.
• Confidence influencing senior stakeholders and partner leadership teams.
• Quality- and coaching-focused mindset with strong governance discipline.
• Ability to lead change and embed new ways of working at scale.

🎁 Benefits

• Competitive pay and performance-based bonus.
• Fully subsidised VHI health insurance and pension matching.
• 25 days annual leave and flexible working.
• Option to work abroad for up to 20 days/year.
• HeadsUp and EAP wellbeing programmes.
• Training and study support for development.