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Head of Customer Operations

We are currently seeking to fill a new and exciting opportunity of the Head of Customer Operations.  

The purpose of this role is to lead the delivery of operations support services for clients across the business.  

  

Responsibilities include but not limited to:  

  • Develop a national FM & Insurance operational model, alongside the Chief Growth Officer.  
  • Support the Chief Growth Officer to ensure management of the customer lifecycle to meet customer and business needs. 
  • Lead, develop and implement processes to improve sales, operations coordination, and customer success.  
  • Analyse and review SOBS tools/systems requirements to enable process efficiency and data-driven decision-making. 
  • Working alongside the Digital team, oversee the system implementation, optimisation, and integration of CRM and other delivery related technologies 
  • Ensure the management and delivery of revenue results for the FM and Insurance portfolio to meet budget expectations.   
  • Identify and develop opportunities to grow the profitability of the FM & Insurance portfolio.  
  • Collaborate closely with sales, delivery, operations, and finance teams to ensure alignment on business goals and metrics 

  

What you will bring: 

  • Strong Leadership & People Management experience and skills 
  • 5+ years Operations/Business Improvement/Sales Management experience, across a wide range of businesses 
  • Good understanding of the Customer & Customer segmentation  
  • Knowledge and understanding in the Customer Journey and Sales & Operations processes 

 

 If you are interested in this opportunity please click the apply now button.

If you would like to view the Position Description or have a confidential chat about the position, please contact Kirsti Fenske-Buikema in People and Culture.   

Applications close 12pm Wednesday 12 March 2025. This role is only open to internal applications at this time. 

What You Should Know About Head of Customer Operations, Switched On Group

Are you ready to take on a pivotal role in shaping the customer experience at our innovative company? We're on the lookout for a Head of Customer Operations who will lead the charge in providing exceptional operations support services for our clients. In this role, you will team up with our Chief Growth Officer to develop a national FM & Insurance operational model that not only meets customer needs but also drives business success. You will have the exciting challenge of implementing processes that enhance sales and improve operations coordination while ensuring our customers are set up for success. Analyzing tools and systems to foster efficiency and data-driven decisions will be essential to your strategy. Working closely with our Digital team, you will oversee the integration and optimization of CRM and delivery technologies to further enhance our operations. Your leadership will directly impact the revenue results of our FM and Insurance portfolio, allowing you to identify new opportunities for profitability growth. If you thrive in a collaborative environment and have the vision to align our sales, delivery, operations, and finance teams towards common goals, this position might be your perfect fit. Strong leadership skills and over five years of experience in Operations, Business Improvement, or Sales Management are key. Your understanding of customer segmentation and the customer journey is crucial to our success. If you're intrigued and want to make a real difference, please click the apply now button to learn more with Kirsti Fenske-Buikema from our People and Culture team.

Frequently Asked Questions (FAQs) for Head of Customer Operations Role at Switched On Group
What are the primary responsibilities of the Head of Customer Operations position?

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.

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What qualifications are necessary for the Head of Customer Operations role?

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.

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How does the Head of Customer Operations collaborate with other teams?

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.

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What skills are important for success in the Head of Customer Operations role?

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.

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Is this Head of Customer Operations position open to external applicants?

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.

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Common Interview Questions for Head of Customer Operations
What strategies would you implement to improve the customer experience as Head of Customer Operations?

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.

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Can you describe a time when you led a successful operations project?

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.

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How do you ensure alignment among diverse teams in your operations?

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.

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What is your approach to data analysis and its role in decision-making?

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.

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How do you handle conflict among team members, especially in a leadership role?

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.

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What is your experience with CRM systems and technology integration?

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.

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Can you describe a challenge you faced in an operations role and how you overcame it?

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.

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What key performance indicators (KPIs) do you believe are essential for the Head of Customer Operations role?

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.

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How would you approach developing a new operational model for FM & Insurance?

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.

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What do you see as the biggest challenges facing customer operations today?

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.

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EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
March 8, 2025

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