Once For All
Customer Operational Delivery Manager
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Head of Customer Operational Delivery
About the Company
Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps customers to manage their:
- Supply chain governance
- Risk management
- Compliance
Our client base spans over 250,000 customers across the UK, serving 20 sectors, including: , transport, retail, hospitality, education, facility and property management, manufacturing, local and central government.
About the Role
Office-based position: To develop, manage, and motivate the Customer Operational Delivery Teams, ensuring they achieve business objectives while delivering exceptional customer service—both internally and externally.
Key objectives include:
- Cultivating a low-effort, high-support customer experience to maximise product adoption.
- Strengthening supplier retention through excellence in customer service.
- Acting as a partner to the Commercial Organisation.
Responsibilities
Team & Leadership
- Oversee effective people management, ensuring:
- High team morale
- Timely customer management
- Consistency in meeting operational metrics, KPIs, and SLAs
- Second point of contact for escalations
- Balance resources across teams to uphold SLAs and drive operational excellence.
- Support strategic change initiatives.
Performance & Development
- Data-driven management of team performance:
- Critique outputs
- Implement corrective actions
- Performance coaching via regular 1:1s, identifying training needs, and performance management.
- Recruit, induct, and train new starters in the Customer Operational Delivery team.
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Process Improvement & Partnering
- Serve as SME (Subject Matter Expert) in Operations, supporting:
- Projects and continuous improvement efforts.
- Integration into the product management process to enhance:
- Internal/external schemes, services, and features
- User adoption and experience pre-launch
- Transformational leadership:
- Manage plans for automation/AI enhancements.
- Streamline processes with a people-centric change management approach.
- Foster a high-performance culture through:
- Motivation and engagement initiatives.
- Collaboration with the Customer Operations Senior Management Team for process reviews.
Stakeholder Engagement
- Analysing supplier feedback to inform continuous improvement strategies.
Qualifications & Experience
Essential
- 5+ years experience in a Customer Service, Customer Support, or Operations Manager role.
- Track record of delivering against challenging operational goals.
- Ability to leverage data and insights to identify opportunities for enhancement.
- Experience leading transformation plans for:
- Automation
- Process streamlining
- People-focused change management.
- Proven success in:
- Managing team leaders
- Building cross-functional stakeholder relationships.
- Experience in coaching teams and driving a coaching culture.
- Familiarity with supporting SaaS products.
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Analytical & Leadership
- Strong ability to:
- Manage KPIs for productivity, quality, and service.
- Communicate and negotiate at all management levels.
- Collaborate across departments.
Soft Skills
- Articulate verbal and written communicator.
- Self-motivated, highly organised, with a "can-do" attitude.
- Proven problem-solving and time-management abilities.
Benefits
A career in a fast-paced, expanding business comes with the following standard benefits:
Financial & Wellbeing
- Wellness fund or Private Medical Insurance (role-dependent)
- Pension scheme
- Life Assurance (x3 coverage)
- 25 days holiday + 8 Bank Holidays
Development & Flexibility
- Continuing Professional Development (CPD)
- Holiday Purchase Scheme (up to 5 days)
- Paid/unpaid volunteering day
Support & Perks
- 24/7 Employee Assistance Programme
- Company offsite events
- Specsavers eye care vouchers
Practical Benefits
- Free tea, coffee, and fruit weekly (Basingstoke office)
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