Director Customer Operations

Role Overview

Lead a large and experienced team in a post-sale organisation, shaping a simpler, AI-first customer operation that’s better for customers and for the people doing the work.

What You Will Do

Support customer retention and growth, shape customer service, make implementations predictable, and build a clear picture of how customers are doing across their whole journey with the business.

Why It Might Be a Fit

The ideal candidate has led at least three areas in a SaaS business, worked in a private equity-backed B2B SaaS business, and put AI to work, with a focus on customer satisfaction, retention, and revenue.

Requirements

• At least three years of experience leading in a SaaS business
• Experience leading a post-sale team of around 50 or more people
• Experience working in a private equity-backed B2B SaaS business
• Experience putting AI to work and redesigning workflows or teams around AI or automation

Benefits

• £160,000 total package (base salary plus bonus)
• Hybrid work arrangement (Manchester or London, 2 days a week)