Customer Success Operations Manager

Foundation Partners are engaged with a Customer Success Operation Manager Search, posting on behalf of our client (Car Supermarket)

Department: Marketing

Reporting to: Director of Customer Experience

Direct report(s): Contact Centre Manager(s)

Hybrid working, with occasional travel to dealerships as required

Role Overview

We're looking for a Senior Customer Operations Manager to help bring a major transformation of our contact centre teams to life. We need someone who has implemented new contact centre technology, structured IVR journeys, built out knowledge bases, and worked hands on with customer data.

You'll spot where AI and automation can remove friction or free up capacity, translate the Director's strategy into practical changes on the ground, and bring a dispersed team of managers and agents along on that journey.

Key Responsibilities

• Run day to day operations across Finance, After sales and Sales contact centre functions, working towards one coherent operating model out of previously siloed teams.
• Implement the new technology and AI tools selected as part of the transformation (e.g. call/chat automation, AI-assisted quality monitoring, workforce management, self-serve), configuring and embedding them into live operations.
• Design and structure IVR journeys and call routing so customers reach the right team quickly, and continually refine them as volumes and needs change.
• Build and maintain the knowledge base that agents and self serve/AI tools rely on, keeping it accurate, well structured and easy to use.
• Own the quality and structure of customer data used across the contact centre, ensuring it supports accurate reporting, personalisation and AI/automation tools.
• Drive end to end process improvement: map current state processes, identify bottlenecks and inefficiencies, and redesign workflows with measurable outcomes.
• Manage and develop Contact Centre Manager(s) and, through them, a dispersed frontline team - setting clear goals, standards and accountability across locations and shifts.
• Build a culture of continuous improvement, where managers and agents are encouraged to flag problems and test solutions rather than just follow scripts.
• Define and track the KPIs and SLAs that matter (service levels, quality, conversion, cost to serve) and report performance and progress to the Director of Customer Experience.
• Act as a problem solving partner to the business - diagnosing root causes behind operational pain points and driving through Fixes, not just managing symptoms.
• Support the Director of Customer Experience in delivering the wider transformation project, translating strategy into practical, well sequenced operational change with minimal disruption to daily service delivery.
• Collaborate with Sales, Finance and Support leadership to ensure the contact centre operating model serves the needs of each function.

Essential Skills and Experience

• Proven experience running contact centre or customer operations teams, ideally across multiple functions (e.g. sales, support, Finance/collections).
• Hands on experience implementing new contact centre technology and AI tools, from selection through to configuration and adoption on the frontline.
• Experience structuring and optimising IVR systems and call routing.
• Experience building and maintaining a knowledge base for agents and/or self serve or AI tools.
• Good working knowledge of customer data - structuring, quality and how it feeds reporting, personalisation and automation.
• Track record of managing people managers and dispersed/multi site teams, with strong people leadership and coaching skills.
• Strong process improvement background - comfortable mapping, redesigning and embedding new workflows.
• Experience working with sales and customer service teams.
• Confident using data and performance metrics to diagnose issues and drive decisions. Excellent stakeholder management and communication skills, able to influence at all levels.

Desirable Skills and Experience

• Experience in automotive, retail, ecommerce, Financial services, lead generation or another fast paced B2C environment.
• Experience with reporting tools such as GA4, Power BI or similar.
• A great communicator and an excellent motivator: a real people person.
• A creative problem solver.
• Analytical and naturally curious.
• A continual learner.

We're actively interviewing and hoping to offer within the next few weeks!