Head of Customer Operations

The Head of Customer Operations will be responsible for leading operations support services across the business, collaborating with the Chief Growth Officer in developing a national FM & Insurance operational model, improving sales operations, and ensuring the best customer lifecycle management in our company. This role also involves overseeing system implementations alongside the Digital team and managing revenue results to meet budget expectations.

Candidates for the Head of Customer Operations position should possess strong leadership and people management experience, with at least five years of experience in operations, business improvement, or sales management. A solid understanding of customer segmentation, the customer journey, and sales and operations processes will be essential for driving company success.

In this position, the Head of Customer Operations will work closely with sales, delivery, operations, and finance teams to ensure that everyone aligns with the company's strategic goals and metrics. This teamwork is crucial for developing effective processes and ensuring customer success.

Important skills for success in the Head of Customer Operations role include strong leadership capabilities, strategic thinking, effective communication, and a deep understanding of customer journeys and operational processes. The ability to analyze tools and systems for process efficiency is also vital.

Currently, the Head of Customer Operations position is open only to internal applications. If you are an internal candidate interested in this opportunity, please feel free to click the apply now button or reach out to Kirsti Fenske-Buikema for a confidential discussion about the role.

When answering this question, focus on specific strategies that would address customer pain points, like streamlining operations, optimizing the customer journey, and enhancing communication between teams. It’s important to illustrate your understanding of customer needs and how you would leverage technology to improve service.

Prepare a structured response using the STAR method (Situation, Task, Action, Result). Discuss your leadership, the goals of the project, how you collaborated with teams, and the positive outcomes that resulted from your actions.

Emphasize the importance of communication and regular meetings to review goals. Discuss how fostering relationships and defining shared objectives can help unify teams towards common business outcomes.

Talk about the crucial role of data in identifying customer trends and opportunities. Explain your experience in using data-driven insights to inform your operations strategies, thereby facilitating success and efficiency.

Discuss your approach to conflict resolution, highlighting the importance of open communication and understanding differing perspectives. Offer an example of a conflict you've successfully managed while maintaining team morale.

Detail your experience with CRM systems and how you have successfully implemented or optimized them in the past. Discuss the importance of technology in enhancing operational efficiency and improving customer satisfaction.

Provide a specific example using the STAR method. Focus on the challenges, the steps you took to address them, and the lessons learned that have since influenced your management style.

Discuss relevant KPIs, such as customer satisfaction scores, operational efficiency metrics, and revenue growth figures. Explain how tracking these metrics can help achieve business goals and enhance customer experience.

Talk about the importance of understanding customer needs, competitive analysis, and collaboration with key stakeholders. Highlight your ability to frame strategies based on these insights to develop an effective operational model.

Share your insights on industry trends, such as the shift toward digital transformation and customer-centric strategies. Discuss how you would tackle these challenges to enhance efficiency and customer satisfaction.