Head of Customer Operations
Skills
CoachingContinuous ImprovementData GovernanceEvolutionIT EscalationOperations ManagementReadiness
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Significant experience leading Customer Operations or a similar operational function
- Experience designing and improving operating models processes and tooling
- Ability to apply AI and automation to streamline operations
- Track record of building scalable support organizations in a fast-moving technology environment
- Proven ability to influence across Product Engineering QA Design Research and executives
- Experience building trusted partnerships with external customers or strategic partners
- Ability to bring structure to ambiguity and translate strategy into execution
- Experience leading coaching and developing high-performing teams
- Collaborative leadership style balancing empathy with accountability
- Comfort operating as a company leader beyond your own function
- Comfort working across time zones in a remote-first environment
- Eligible to work in the UK or as a contractor in an approved location
Nice to have
- Builder mindset
- Systems thinker
- Cross-functional
- High accountability
- Comfort with ambiguity
- Collaborative
Day to day
- Lead and evolve the Customer Operations function to support Samsung Food's growth and strategic partnership with Samsung.
- Build scalable support systems, processes, tooling, and operating rhythms that improve customer experience and operational efficiency.
- Own operational readiness, incident management, voice of customer, and external partner support across a fast-moving global environment.