Senior Customer Operations & Strategy Manager

Senior Customer Operations & Strategy Manager

Are you a dynamic and experienced manager in the technology industry? Do you have a passion for improving customer support operations? Our client, a leading technology company, is seeking a Senior Customer Operations & Strategy Manager to join their team in Aldgate, London. This is a temporary role with a contract length of 12 months.

About Our Client:

Our client is a global leader in the technology industry, providing innovative solutions across various verticals, such as mobility, rides, delivery, and more. Their Community Operations team plays a vital role in ensuring exceptional customer experiences and managing operations in diverse markets.

The Role:

As a Senior Customer Operations & Strategy Manager, you will take the lead in designing and managing customer support operations for the Delivery business in the United Kingdom, Ireland, South Africa, and Kenya. You will collaborate with local and regional teams to achieve operational excellence and drive customer satisfaction. Key responsibilities include:

Owning and monitoring customer support performance metrics
Equipping support teams with knowledge tools for new features and products
Driving growth by improving processes and scaling the business
Delivering excellent customer operations results within agreed service level agreements
Partnering with cross-functional teams and supporting key initiatives
Providing actionable recommendations based on data and insights
Advocating for customers within the organisation

Ideal Candidate:

To succeed in this role, you should have:

At least 5 years of relevant experience in a fast-paced environment
Strong problem-solving skills and a bias for action
A data-driven and analytical approach, with proficiency in SQL a plus
Excellent communication and partner management skills
A passion for process optimisation and creating new processes
The ability to work collaboratively in a lean team environment
Critical thinking and the willingness to challenge the status quo

- Bonus: Previous experience in customer operations management

Join our client's diverse and inclusive team, located just a 2-minute walk from Aldgate East train station. You'll enjoy a stimulating work environment and have the opportunity to shape the future of customer support operations.

If you're ready for an exciting challenge in the technology industry, apply now as our client's Senior Customer Operations & Strategy Manager. Help create exceptional customer experiences and drive operational excellence. Don't miss out on this fantastic opportunity!

Adecco is a disability- confident employer. It is important to us that we run an inclusive recruitment process to support candidates with any disabilities and encourage applicants of all backgrounds and perspectives to apply. Adecco is committed to building an inclusive, supportive environment for you to explore the next steps in your career