Configured Recruitment
Customer Operations Manager
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Customer Operations Manager – B2B
Location: Basingstoke - Hybrid
Permanent
Salary: £55,000 - £60,000 + Excellent Benefits
Customer Operations Manager | International Business
Configured Recruitment is proud to be partnering with an internationally recognised company with offices across the UK, Europe and LATAM to recruit an experienced Operations Manager.
This is an exciting opportunity to join a well-established organisation renowned for delivering exceptional services to a diverse global client base. As the business continues to evolve, they are seeking a dynamic operational leader who can drive operational excellence, strengthen governance, improve performance and lead high-performing teams.
The successful candidate will bring extensive operational management experience, exceptional leadership skills and a proven ability to improve business performance through effective governance, robust operational frameworks and a culture of continuous improvement.
The Role
Reporting to the senior leadership team, the Customer Operations Manager will take ownership of operational performance across the business, ensuring services are delivered efficiently, consistently and to the highest standards.
You will play a key role in developing operational strategy, implementing performance frameworks, improving business processes and embedding strong governance to support sustainable growth and exceptional customer outcomes.
This is an ideal opportunity for an experienced operations professional who enjoys leading people, driving change and delivering measurable business improvements.
Key Responsibilities
- Lead the day-to-day operational management of multiple business functions, ensuring high levels of service delivery and operational performance.
- Develop and implement operational strategies aligned to organisational objectives.
- Design, implement and manage performance frameworks, including KPIs, SLAs, operational metrics and reporting.
- Monitor operational performance, identifying trends and implementing improvements to enhance efficiency, quality and customer satisfaction.
- Lead business process improvement initiatives to optimise workflows, increase productivity and improve service delivery.
- Develop and maintain effective governance frameworks that promote accountability, consistency and operational excellence.
- Ensure compliance with organisational policies, contractual obligations and relevant regulatory requirements.
- Identify, assess and manage operational risks, implementing appropriate controls and mitigation strategies.
- Produce insightful operational reports and performance dashboards for senior leadership.
- Manage operational budgets, workforce planning and resource allocation.
- Lead, coach and develop managers and operational teams, creating a high-performance culture built on accountability, engagement and continuous improvement.
- Build strong relationships with internal stakeholders, customers and external partners to support operational success.
- Support quality assurance activities and ensure adherence to recognised organisational standards where appropriate.
- Lead and support operational change programmes, ensuring successful implementation across the business.
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Essential Skills & Experience
- Extensive experience in a Customer Operations Manager or senior operational leadership role.
- Proven success managing large or multi-disciplinary operational teams within a complex business environment.
- Demonstrable experience delivering operational improvements and driving measurable business performance.
- Strong experience developing and implementing governance frameworks and operational management processes.
- Proven expertise in designing and managing performance frameworks, including KPIs, SLAs and service performance reporting.
- Experience leading operational transformation and continuous improvement initiatives.
- Strong understanding of governance, compliance, risk management and quality assurance principles.
- Experience ensuring compliance with organisational policies, contractual obligations and applicable regulatory requirements.
- Excellent leadership, coaching and people development skills with the ability to inspire high-performing teams.
- Strong analytical, organisational and problem-solving capabilities.
- Excellent communication and stakeholder management skills, with the ability to influence at all levels of the organisation.
- Experience managing operational budgets, forecasting and resource planning.
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What's on Offer
- £55,000 - £60,000 and Excellent Benefits
- The opportunity to join an internationally recognised organisation with a global footprint across the UK, Europe and LATAM.
- A senior leadership role with genuine influence over operational strategy and business performance.
- Opportunities to lead meaningful change and continuous improvement initiatives.
- A collaborative, forward-thinking culture that values innovation, accountability and professional development.
- Excellent opportunities for career progression within a successful international business.
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