Customer Operations Manager

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Job description

Role Description

This role will lead new product and growth readiness for Cheddar's consumer operations. Collaboration cross-functionally across compliance, engineering, and product whilst owning and creating the customer operations department, this role ensures the operational readiness for customer service and lifecycle management as Cheddar launches new products and markets to deliver on its mission; make payments better for everyone.

You will develop and run customer operation implementation, expansion planning and readiness. You'll work closely with senior management, head of compliance, engineering, product, and legal to ensure customer support is prepared for launch and expansion, meeting Cheddar's mission and customer needs by driving a culture of customer-first supportability.

Ensuring operational readiness for launch includes defining scope and strategy for how customer operations will support new products and markets, staff planning and management, recruitment, localisation requirements, defining customer success processes, and identifying related technical requirements to successfully deliver customer support based on growth objectives. You will define how Cheddar will optimise all success channels, including in-app support, and build out a world-class operation that drives customer happiness, and promotes employee success and career progression.

Your role will grow with the business, being hands on as the sole customer operations resource to get cutomers set up, then requiring more management as the team increases in size. You'll report to the Chief Operations Officer (COO) and provide cross-functional customer operations leadership over this function.

Roles & Responsibilities

Establish organisation structure and processes for the new customer operations department.
Evaluate and implement the tolling required to effectively establish, scale, report on, and optimize customer operations, including change management of new business initiatives.
Help scale the team proportionate to size of business, developing structured plans to create solutions to essential support projects and recruiting talent to execute on Cheddar's mission.
Utilise deep product and industry knowledge, as well as gather, summarize and share relevant news and data, to suggest improvements and techniques to scale the department while being a cross-functional leader.
Own the efficiency and quality balance of customer success operations, smartly investing in both, while incorporating cost considerations.

Project Management

Develop a product playbook for Customer Operations, ensuring readiness for launch and scale across all Customer Operation functions (Customer Support, Success and risk).
Serve as subject matter expert for Customer Operations, providing guidance on business/operations expansion.
Lead initiatives and manage high-impact project work with a results-driven focus, including coordinating the implementation of new/existing servicing requirements across Customer Operations workstreams.
Be the primary collaborator between organisational stakeholders to identify and satisfy all new business planning requirements.
You will set, track, manage and evolve our operational Key Performance Indicators (KPIs) weekly, quarterly and overall, and act as an advocate and leader for our front-line team members, working with all departments who are critical to making our customers successful include engineering and compliance. You will report performance directly to senior management.
Provide timely communication of relative data to business leaders for decision making, including gathering and synthesising relevant data, suggested improvements in the tools, approaches, processes and techniques. Establish and maintain comms and relationships across departments, external partners and project leaders/teams who are working on sub-projects within the areas of responsibility.
Drive improvements in customer satisfaction across channels by understanding the struggle and support needs of our customers and how our teams can best respond.

Leadership

Communicate inspiring vision and purpose, helping team members understand the connection between their work and the end goal.
Build constructive relationships with all team members inside and outside of Customer Operations.
Mentor and develop team members to meet growth demands.
Assess metrics to measure the performance of the team, providing insights and reports. Use these metrics and assessments to improve team performance through behavioral coaching.

Experience

Relevant customer service work experience
Leadership experience in scaling customer operations, preferably within start up/scaling or tech environments.
Experience launching and/or growing customer operations for new products in multiple locations, ideally creating, building, optimising B2C customer success operations in a fast-paced startup or tech environment.
Past product or project management experience and background scaling operations from inception to multiple team members (preferably in a tech company).
Experience working with CRM software, such as Zendesk.
Ability to work collaboratively with internal and external partners in other functional units
Experience working remotely whilst leading a team
A passion for consumer financial services and ensuring an outstanding customer experience.

Perks

Salary £30-£40K
Flexible hours and work location
Annual retreat
Choice of laptop
Regular Socials
Flexible vacation policy
Learning and Development budget

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