Customer Operations Manager Job Description: Operations Leadership Role

The Customer Operations Manager role is for an experienced operations professional who will lead day to day customer service delivery, improve operational processes and manage cross‑functional teams. Candidates with a proven track record in service delivery, team leadership and continuous improvement should apply.

Customer Operations Manager Job Profile

The Customer Operations Manager is responsible for overseeing customer-facing operational functions to ensure consistent service quality, timely resolution of issues and efficient workflows. This role combines people management, process optimisation and performance monitoring to meet customer expectations and business objectives.

The purpose of the role is to coordinate resources, standardise procedures and drive measurable improvements in service delivery, customer satisfaction and operational cost efficiency. The role requires strong stakeholder engagement and the ability to translate strategy into day to day operational plans.

Customer Operations Manager Job Description

The Customer Operations Manager will manage and develop the operations team, define operational KPIs and ensure adherence to service level agreements. The role involves analysing operational data, identifying areas for improvement and implementing process changes to reduce friction and increase productivity. Regular reporting to senior stakeholders on performance, risks and improvement initiatives is expected.

Work context includes handling escalations, coordinating with commercial, product and technical teams, and supporting projects that affect customer experience or operational capacity. The role balances reactive work to resolve customer issues with proactive activities to simplify processes, reduce repeat work and enable scalable service delivery.

Expectations include maintaining high standards of accuracy and compliance, fostering a collaborative team environment and driving continuous improvement through coaching, training and structured problem solving. The Customer Operations Manager will prioritise initiatives that deliver measurable benefits to customers and the organisation.

Customer Operations Manager: Duties and Responsibilities

• Lead and develop the customer operations team, setting clear objectives and performance expectations.
• Define, monitor and report operational KPIs and service level metrics to senior management.
• Manage day to day service delivery to ensure timely resolution of customer enquiries and incidents.
• Own escalation processes and coordinate cross‑functional responses to complex customer issues.
• Design and implement process improvements to reduce handling times and minimise errors.
• Conduct root cause analysis and lead corrective action to prevent recurring issues.
• Develop and maintain standard operating procedures and knowledge resources for the team.
• Plan resource requirements and manage workforce scheduling to meet demand fluctuations.
• Collaborate with product, technical and commercial teams to resolve systemic issues affecting customers.
• Oversee quality assurance activities and deliver coaching to raise service standards.
• Prepare regular performance reports and present insights and recommendations to stakeholders.
• Manage vendor or third party relationships that support customer operations, where applicable.
• Lead or support operational projects to introduce efficiencies or scale processes.
• Ensure compliance with regulatory and internal policy requirements in customer interactions.

Customer Operations Manager: Requirements and Qualifications

• Degree or equivalent qualification in business, operations, management or related discipline preferred.
• Proven experience in customer operations, service delivery or contact centre management.
• Demonstrable team leadership experience with ability to coach and develop staff.
• Strong analytical skills with experience using performance data to drive decisions.
• Excellent communication and stakeholder management skills at all organisational levels.
• Proven track record of delivering process improvements and measurable operational gains.
• Ability to manage competing priorities and work effectively under pressure.
• Good knowledge of quality assurance and complaint handling best practice.
• Competent in planning resources and managing workforce schedules.
• Strong problem solving skills and experience with root cause analysis techniques.
• Attention to detail and commitment to maintaining compliance and governance standards.
• Customer focused mindset with a commitment to improving customer experience.
• Ability to lead projects and work collaboratively across diverse teams.