Head of Customer Operations

The Opportunity The Global Head of Customer Operations at Phorest is a central role, focused on ensuring that customer onboarding and support structures and processes are set up to support regional teams , and provide operational strategy and insight to ensure these teams meet their goals and deliver excellent customer experiences. Regional success is your success. You will oversee the day-to-day health of these operations while driving initiatives for continuous improvement, working in close collaboration with product development and regional teams. You will act as a thought leader for regional counterparts such as Heads of/Director of Customer Support, Chiefs of Staff, and Country Managers. You will partner with them to offer guidance, mentorship, and strategic direction to ensure alignment with global customer operations initiatives. The role is responsible for shaping the long-term strategy for customer operations, and aligning initiatives with the company’s broader goals for scalability, customer satisfaction, and operational excellence. You will lead and constantly optimise the core areas of Customer Operation which are primarily focused on support and onboarding. What You'll Do

1. Drive Operational Excellence
2. Lead global customer support and onboarding strategies, ensuring efficiency and effectiveness across all regions.
3. Optimise processes to reduce friction and improve customer experiences, including support systems, data migrations, and complex feature activations.
4. Partner with regional teams to provide the tools, systems, and processes needed to exceed performance targets.
5. Collaborate Globally
6. Work with product, sales, marketing, and regional leaders to ensure seamless alignment between customer operations and business objectives.
7. Tailor strategies to regional needs, balancing global consistency with local relevance.
8. Lead with Data-Driven Insights
9. Analyse key metrics (e.g., NPS, CES, onboarding success rates) to identify opportunities for improvement and track progress.
10. Provide actionable insights to regional teams to enhance customer interactions and operational performance.
11. Build a High-Performing Team
12. Develop and mentor a results-driven, customer-obsessed team, fostering a culture of collaboration and growth.
13. Champion workforce planning and ensure the team has the resources and training needed to deliver exceptional service.
14. Innovate for the Future
15. Stay ahead of industry trends in customer operations, tools, and automation to continuously enhance efficiency.
16. Lead initiatives that proactively improve customer experience and operational scalability.

What You'll Bring

1. Proven leadership experience in customer operations, support, or onboarding with a global scope.
2. Expertise in process optimisation, automation, and operational efficiency.
3. Strong data-driven mindset with the ability to translate insights into action.
4. Excellent communication and leadership skills, with a track record of managing cross-functional teams.
5. Passion for empowering teams, improving customer satisfaction, and driving operational excellence.

Key Metrics for Success

1. Improvement in key KPIs: NPS, onboarding success rates, data migration accuracy, and time to go live.
2. Enhanced regional team performance through efficient and consistent support and onboarding processes.
3. Increased customer satisfaction and retention due to optimized operations.
4. Reduction in inefficiencies through automation and process improvements.

Who You Are You are customer-obsessed, proactive, results-oriented leader who thrives in a fast-paced, global environment. Passionate about customer success and operational excellence, you bring a collaborative, data-driven approach to driving impact. You empower regional teams to achieve their best while championing innovation and continuous improvement. Benefits Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service. As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection. We help you travel by providing a bike to work scheme as well as tax saver transport tickets. ️We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause. We care for your family and provide Enhanced Maternity and Paternity Benefits. We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programs and provide access to many online resources including LinkedIn learning. Moving house? Phorest employees get 3 moving days. Want to learn more about Phorest? Check out nothingventured.rocks for our blog and Insights on building an evergreen company from the team here at Phorest. Phorest is an equal opportunity employer. For this position, flexi-time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest! Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit. #J-18808-Ljbffr