Principle
Operations Program Manager – Customer Support
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Operations Program Manager – Customer Support
Contract: 12-month maternity cover
Location: Fully remote – UK
Salary: £80-£90k
The Opportunity
We are looking for an experienced Operations Program Manager to join a global technology organisation supporting high-profile and premium customers.
You will take ownership of complex operational programmes from end to end, working across Operations, Product, Engineering, and other specialist teams. This is a hands-on role requiring someone who can move between programme leadership, operational problem-solving, and stakeholder management while bringing structure to a fast-moving and sometimes ambiguous environment.
The environment supports high-profile partners across areas including creators, media, music, government, and social impact, including time-sensitive and high-risk events.
What You'll Be Doing
- Lead complex operational programmes and projects from scoping and planning through to delivery.
- Manage multiple concurrent projects, priorities, dependencies, and risks.
- Review operational cases and backlogs, identifying issues that require intervention or escalation.
- Investigate operational, workflow, and tooling problems and drive them through to resolution.
- Partner closely with Operations, Product, and Engineering teams to remove blockers and improve frontline operations.
- Maintain clear communication with internal stakeholders, providing accurate updates on programme status, risks, and priorities.
- Identify opportunities to improve processes, efficiency, quality, and scalability.
- Use data and KPIs to identify trends, measure programme performance, and support decision-making.
- Support experimentation and the adoption of AI and automation within operational processes.
- Connect day-to-day programme execution with wider strategic and organisational objectives.
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The manager specifically describes the day-to-day as leading operational projects, reviewing open cases/backlogs, updating stakeholders, resolving operational and tooling issues cross-functionally, and driving multiple projects.
What We're Looking For
- 3+ years' experience across operations, customer support, programme management, or project management.
- Demonstrable experience independently managing complex, cross-functional programmes end to end.
- Strong track record working within fast-paced technology environments with changing priorities.
- Excellent stakeholder management and cross-functional communication skills.
- Hands-on approach to operational problem-solving rather than purely coordinating projects.
- Experience identifying root causes and resolving operational, process, or tooling issues.
- Ability to work autonomously, manage ambiguity, and establish a clear path forward.
- Strong analytical skills and experience using data to support operational decisions.
- Bachelor's degree or equivalent qualification.
- Flexibility to occasionally collaborate during US working hours when projects require it.
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The three substantive non-negotiables from the manager are 3+ years in the relevant disciplines, end-to-end ownership of complex cross-functional programmes with limited direction, and experience operating in a fast-paced environment.
Desirable Experience
Experience in one or more of the following would be particularly valuable:
- Premium, enterprise, or high-profile customer/partner support
- High-risk, crisis-response, or time-sensitive operations
- AI or automation deployment within customer support or operational environments
- Large-scale consumer technology/platform businesses
Next steps to apply
Apply now or email your CV direct to rory@principlehr.com for immediate review.
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