Head Of Operations/Customer Management

2 weeks ago

London, Greater London, United Kingdom Devyce Full time

Devyce is disrupting the telecoms sector with a redesigned business phone network. As Head of Operations at a seed stage startup, you will be involved in various aspects of the business, and will be expected to pitch in where you can

Skills / Experience

(Almost) nothing here is a hard requirement, clearly the more the better but we certainly don't expect you to have it all:

5 years of experience in operations management, preferably in a client-facing role
Proven track record of managing client relationships and delivering exceptional service
Strong knowledge of spreadsheets and experience managing complex formulas and building processes
Experience in capacity planning and project management
Excellent communication skills, both verbal and written
Experience with Linear/JIRA type tools
Experience with analysing data
Ability to work remotely and manage teams without in-person interaction
Strong leadership skills and ability to provide guidance and support to a team
Ability to think strategically in complex and difficult situations
Strong sense of urgency and ability to prioritise tasks
Be open and flexible on schedules
Confident and understandable spoken English.

Job Role
As the first "Ops" hire you will initially be handling all of the day to day aspects of an operations team - and as the company grows you will hire a team underneath you
You'll need to very quickly ramp up on our products and all things VoIP
You will be providing second line support to our largest customers on a dedicated phone line - this may involve
Investigating call quality issues by looking at logs in Twilio
Troubleshooting and attempting to reproduce issues across our iOS/android/softphone apps and work with the engineering team to proritise fixes
Explaining new features
Managing client expectations

You'll spend some time dealing with chargeback, refund and fraud issues
We don't currently have a Product Manager - so you'll be doing this as part of your role, which will involve
Collecting feedback from our customers, feeding back to engineering and helping to plan and prioritise engineering work
Informing both customers and internal stakeholders when new features/bug fixes are expected
Helping to manage the release process for our iOS and Android apps
Writing release notes for new features to help educate our clients and sales team
Creating tickets and managing the lifecycle of customer facing features
Use our product analytics platform to help understand feature adoption as well as pro-actively identify new areas of work to drive revenue or increase customer satisfaction

You'll need to be creative and proactive in implementing solutions to critical issues
As the company grows, you will hire and onboard new team members and support in onboarding new team members into adjacent roles
You'll generally identify and implement improvement in any areas to help drive operational efficiency, as well as identify areas of process improvement and efficiency and scope new processes when needed
As the company grows there may be scope to move more into a Product Manager role instead of the Ops/Customer Success role.
We have sane, flexible working hours - even though we're a fast growing startup we know it's a marathon and not a sprint

Bugs
Perhaps these are red flags (and we'd all like to find that out sooner rather than later), but hopefully they're a list of things you're up for working on together.
We're a small startup and we currently have more customers asking for features than we have engineering resources for - so you'll need to have great intuition on must-have features all our customers are clamouring for, and which are just "nice to have" that we can ship later
We don't have an awful lot of process - so you'll need to identify areas we can improve, come with solutions, get buy in from the team and implement
There are quite a few processes that aren't written down - things like how we add numbers from different countries and how much it costs per minute that we'd like to make more "self serve"
There's not an easy way for our sales team to see which features are available on which platform, so you'll be answering product questions from the sales team - and help us build processes so they can find the information out themselves easily
You'll be a team of one to start with - and there's no set timeline for when the team will expand, so there will be some grunt work and hectic periods as we grow

Devyce
We're currently around 12 people strong, roughly split evenly between developers and sales/ops.
We are based in London with a small office near Fenchurch Street. However our dev team happens to be entirely remote across Europe and Central Asia. If you'd prefer to be in the office we'll get you set up - the sales team are there Tues - Thurs. You'll probably need to go there from time to time (more than once a month) and so being UK based is going to be a significant advantage.
Our one hard requirement
Enthusiasm for our product and willingness to understand it, pitch in, suggest changes and improvements, and spot issues before they become problems.

  • Head Of Operations/Customer Success

    2 weeks ago

    London, Greater London, United Kingdom Devyce Full time

    Devyce is disrupting the telecoms sector with a redesigned business phone network. As Head of Operations at a seed stage startup, you will be involved in various aspects of the business, and will be expected to pitch in where you canSkills / Experience (Almost) nothing here is a hard requirement, clearly the more the better but we certainly don't expect you...

  • Head of Operations

    7 days ago

    London, Greater London, United Kingdom Mainstay Full time

    As Head of Operations for Property Services your role will include: Setting the strategy for growth and commercial direction for your region. Leading and developing a regional team of property managers to deliver a high-quality property management service underpinned by core values and objectives. Meeting and liaising with clients and customers to ensure...

  • Head of Operations

    1 month ago

    London, Greater London, United Kingdom Jameson Legal Full time

    A consulting firm specialising in employee investigations, culture, and HR consulting solutions is looking to expand its team in London. They are currently seeking to fill a critical hire, which is pivotal in shaping the strategic direction and operational excellence of the firm.In this role, you will oversee the day-to-day operations by developing and...

  • Head of Infrastructure Operations

    4 weeks ago

    London, Greater London, United Kingdom Capita Full time

    Responsible for managing a technical team of Infrastructure Engineers provide managed services to our large customer base, across a wide range of infrastructure technologies and SLAs. Help strengthen our Team as our Head of Infrastructure Operations.Home based roleJob Description:Responsible for managing a technical team of Infrastructure Engineers provide...

  • Head of Operations

    6 days ago

    London, Greater London, United Kingdom Rainforest Foundation UK Full time

    About the role(For further details regarding the role and specific qualifications required, please consult the Job Description.)Rainforest Foundation UK (RFUK) strives for a fairer and more sustainable world by working with frontline Indigenous Peoples and other communities in the fight against tropical deforestation, biodiversity loss and climate change.We...

  • Head of Digital Operations

    7 days ago

    London, Greater London, United Kingdom National Audit Office Full time

    Job Title: Head of Digital OperationsLocation: London & NewcastleEmployment type: Full time & PermanentSalary: £80k more may be available for exceptional candidatesAbout the National Audit OfficeThe National Audit Office (NAO) is the UK's main public sector audit body. Independent of government, we have responsibility for auditing the accounts of various...

  • Head of Facilities Management

    1 month ago

    London, Greater London, United Kingdom Joshua Robert Recruitment Full time

    Are you a seasoned Facilities Management professional with a passion for luxury brands and a drive for excellence? Do you thrive in dynamic, high-growth environments? If so, we have an exciting opportunity for youCompany Overview:Joshua Robert is working with a high-growth VC backed luxury brand seeking a Head of FM. A leading name in the world of luxury,...

  • Head of Operational Finance

    2 weeks ago

    London, Greater London, United Kingdom Barclay Meade Full time

    Job Specification:Head of Operational FinanceJob Purpose:The Head of Operational Finance will have a key role in managing internal financial operations and reporting for the Federation, ensuring accuracy, completeness, and timeliness. This position offers financial support and guidance to Head Office departments, schools, and the Federation Senior Leadership...

  • Interim Head of HR Operations

    2 months ago

    London, Greater London, United Kingdom Michael Page Human Resources Full time

    An education organisation are looking for an Interim Head of HR Operations for an initial 6 months. The role is to manage the full employee lifecyle and manage a small team. The role is based in London with an immediate start. Client DetailsEducation OrganisationSouth London BasedHybrid WorkingDescriptionAn Interim Head of HR Operations to:Manage the full...

  • Head of Operations

    4 days ago

    London, Greater London, United Kingdom Peridot Partners Full time

    Come help us continue to push boundaries for our members and empower everyone at London Higher.Applications close at 9 a.m. Tuesday 4th June 2024.Location: Hybrid home/London.Who we areLondon Higher is the membership organisation for 50+ universities and higher education colleges across the capital. As the largest representative body of its kind in England,...

  • Head of Partnership Development

    2 months ago

    London, Greater London, United Kingdom University of Greenwich Full time

    The Head of Partnership Development & Engagement works closely with the Deputy Dean and Faculty Operating Officer as a member of the Faculty Management Team responsible for leading, with the PVC and Deputy Dean, the Faculty's enterprise, and Engagement strategy both in the UK and internationally. This will include developing and implementing initiatives to...

  • Head of Operational Finance

    1 month ago

    London, Greater London, United Kingdom Ivy Rock Partners Ltd Full time

    One of the UK's largest and highest profile groups of schools is looking to recruit a new Head of Operational Finance - to work from their head office in East Croydon (3 days per week in office). This is a fantastic opportunity to have a real impact with an organisationwhose purpose is to make life fairer for children in and around London. Focusing on the...

  • Deputy Head of School

    2 weeks ago

    London, Greater London, United Kingdom UNIVERSITY OF GREENWICH Full time

    School of Management & MarketingLocation: Greenwich CampusSalary: £56,021 to £64,914 per annumContract Type: Fixed Term - 36 monthsClosing Date: Monday 03 June 2024Interview Date: To be confirmedReference: 4514-EThe University of Greenwich is home to a truly global community of staff and students, we have ambitions to develop our already successful Schools...

  • Head of Partnership Development

    2 months ago

    London, Greater London, United Kingdom UNIVERSITY OF GREENWICH Full time

    Faculty of Education, Health and Human SciencesLocation: Avery Hill CampusSalary: £56,021 to £64,914 plus £4069 London weighting per annumContract Type: PermanentClosing Date: Sunday 28 April 2024Interview Date: Friday 10 May 2024Reference: 4509The Head of Partnership Development & Engagement works closely with the Deputy Dean and Faculty Operating...

  • Research and Innovation Operations Manager

    3 weeks ago

    London, Greater London, United Kingdom LONDON SCHOOL OF ECONOMICS AND POLITICAL SCIENCE Full time

    LSE is committed to building a diverse, equitable and truly inclusive universityLSE Research and InnovationResearch and Innovation Operations ManagerSalary from £40,229 to £48,456 pa inclusive with potential to progress to £52,095 pa inclusive of London allowance. This is a fixed-term post until 31 July 2027.LSE is a leading social science institution,...

  • Head of Catering

    1 month ago

    London, Greater London, United Kingdom London School of Economics and Political Science Full time

    LSE is committed to building a diverse, equitable and truly inclusive universitySalary from £59,670 to £69,092 pa inclusive with potential to progress to £76,562 pa inclusive of London allowanceAn exciting opportunity has arisen for Head of Catering at LSE. Catering services is an important part of the student and staff experience at LSE, with a turnover...

  • Head of Demand and Inventory Management

    1 month ago

    London, Greater London, United Kingdom Novartis Full time

    Job title on the advert is Head of Demand and Inventory Management.The internal title for this role is "Head of Demand and Inventory Management UK". The closing date for this role is 2nd May 2023.Location:London Office with Hybrid working (12 days per month in the office).#LI Hybrid About the role:We are seeking a Head of Demand and Inventory Management UK...

  • Manager, Tax Operations

    2 days ago

    London, Greater London, United Kingdom Royal Bank of Canada Full time

    Come Work with UsAt RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.Whether you're helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that...

  • Head of Security Operations

    7 days ago

    London, Greater London, United Kingdom Undisclosed Company Full time

    Our client is currently in a huge technological transition in their history, and as a result are working on a few greenfield projects.Due to this, they are looking for an integral position of a Head of Security Operations. In this role, you will head up a new function.Working hands on with different technology in the Microsoft stack in the initial months,...

  • Head of Finance and Operations

    4 weeks ago

    London, Greater London, United Kingdom Allen Lane Limited Full time

    At our organisation, we get out of bed in the morning to drive an energy revolution that helps Britain achieve net zero. We do this by being passionate, people-focused and collaborative.We are pretty unique; we are an independent, non-profit, government-backed organisation that helps households and small businesses across Great Britain to understand how...