Head of Operations

We're Hiring: Head of Customer Operations Sheffield Lead Transformation in a Global SaaS Business

Full-Time Fixed-Term Contract (12 months)

Location: Sheffield (Hybrid, 3 days in the office, 2 days from home)

Scope: Lead operations across key product verticals + oversee our central Customer Resolution function

Are you a change leader with a passion for transforming customer operations at scale? We're looking for a Head of Customer Operations to join our team-reporting into the Director, Global Customer Operations-to help reshape how we deliver exceptional service across the globe.

Your Impact

This is not just an operational leadership role, it's a transformation opportunity. You'll:

• Drive end-to-end operational change across people, process & technology
• Lead the adoption of digital and self-service solutions to scale customer success
• Standardise and streamline operations to support rapid global growth
• Embed a high-performance culture built on data, ownership, and innovation
• Deliver real, measurable improvement in customer outcomes (NPS, retention, CSAT)

What We're Looking For

• Proven track record of leading transformation in customer service environments (5+ years at senior level)
• Experience delivering continuous improvement using methodologies like Lean/Six Sigma
• Confidence leading global, multi-functional teams through complex change
• Strong background in SaaS and/or Ed-Tech preferred
• Skilled in digital enablement, CRM platforms, automation, and customer journey redesign

You'll Thrive If You:

• See "how can we?" instead of "why can't we?"
• Are driven by purpose and passionate about long-term value for customers
• Lead with empathy while staying laser-focused on performance
• Thrive in a culture of ownership, agility, and inclusive collaboration

This is a chance to transform the way we serve our customers, at scale, with technology and talent at your side.

Ready to lead meaningful change in a global SaaS business?

Apply now or reach out directly.