Head of Customer Operations

3 weeks ago

Cambridge, United Kingdom Ito World Full time

Head of Customer Operations

About Ito World

Ito World solves transportation challenges across the globe for millions of travelers everyday probably even you Ito aims to reduce pollution and congestion in urban environments globally. We deliver data and software solutions that make it easier for the public to discover and navigate shared transport options, such as public transport and micro mobility. We work with prominent tech companies such as Google and Apple along with governments around the world to maximize our impact.

Scope of the Role

We are looking for a **Head of Customer Operations** who will play a crucial role in driving the strategic and operational success of our support department, and Ito World as a whole.

A key member of the Management Team, you will be relentless in your quest for delighting our customers whilst driving operational excellence, working directly with our customers and collaborating cross-functionally within our business to achieve this.

With extensive experience in leading global support teams, and a strong grasp of technical services and/or complex data deliveries, you will help us drive continuous improvements to our operational processes as we scale our business and enter new territories.

You will oversee a high performing support team of around 20 people, ensuring we deliver outstanding service to our customers and always meet or exceed our SLAs.

This role sits in the Customer Success team, and reports to the Chief Customer Officer.

Our culture

You will be joining and thrive in a fast-paced environment. As we scale our services, we are constantly challenging, testing and adapting the way we do things.

We are committed to working with integrity and putting our customers at the heart of our decision-making.

We are proud of our talented team, nurturing their growth and ensuring they have the right support to flourish is core to our values and how we operate.

How You will Succeed
- Lead all areas of our global customer operations and support services, ensuring we meet our contractual obligations and deliver on our customers’ expectations, and are aligned with the ITIL framework
- Directly line manage and mentor 4-6 senior engineers/ analysts, and oversee a team of around 20, fostering excellent communication and collaboration within the team and with other departments
- Develop and implement support strategies, tracking and reporting regularly on contract performance, objectives setting, and KPIs including CSAT and NPS
- Ensure the team has appropriate technical competencies, skills, and behaviours and develop the team to support future growth and realisation of our technology and product roadmaps, and territory expansion
- Serve as the key escalation point for high-level and complex support issues, demonstrating sound judgement in problem-solving and decision-making
- Communicate directly with our customers, including during service reviews, ahead of new releases and, where required, with their Change Advisory Boards
- Lead a programme of continuous service improvement that delivers both an ever-improving service and outstanding customer experience
- Establish effective communication channels with other departments, championing the ‘voice of the customer,’ and fostering collaborative problem-solving
- Diligently manage the department budget, lead on new recruitments, and devise upskilling and cross skilling programmes
- Leverage automation opportunities and AI to help improve the quality and speed of responses
- Contribute to our commercial activities by inputting to technical proposals, bids, and presentations
- Be a key member of the Ito World Management Team, helping us deliver on our company strategy, and providing day to day leadership

What it Takes

We are ideally seeking the following skills and experience:

- Demonstrable experience running a large customer support or service delivery team with global B2B and/or B2G customers
- Strong knowledge of and practical experience using ITIL - how to implement effectively, and where to gain the most value
- Experience of working within defined software development frameworks and release strategies and management
- Experience using ITSM software, and an in-depth understanding of the best ways to produce, communicate and consume management information (we predominantly use Freshdesk and JIRA at present)
- Strong technical skills - for example knowledge and understanding of data warehouse technologies, SQL, REST APIs, data formats including XML and JSON - and the ability to mentor and coach others to develop in this area
- Understanding of AWS or another cloud-based platform, along with experience using container-based architectures such as Docker, and monitoring using tools such as Grafana and OpsGenie
- Experience of working in an enterprise support team with on call systems
- Willingness to be available for occasional out-of-hours support calls on a rota basis

We are also looking for the following attri

  • Head of Operations

    2 weeks ago

    Cambridge, United Kingdom IC Resources Full time

    This is an exciting opportunity for a Head of Operations or a Operations Manager who is taking the next step in their career. As the Head of Operations you will join a company based in Cambridge to drive growth and excellence in their operations team. As the Head of Operations, you will play a pivotal role in managing contract manufacturers, logistics,...

  • Head of Operations

    3 weeks ago

    Cambridge, United Kingdom IC Resources Full time

    This is an exciting opportunity for a Head of Operations or a Operations Manager who is taking the next step in their career. As the Head of Operations you will join a company based in Cambridge to drive growth and excellence in their operations team. As the Head of Operations, you will play a pivotal role in managing contract manufacturers, logistics,...

  • Head of Operations

    3 weeks ago

    Cambridge, United Kingdom IC Resources Full time

    This is an exciting opportunity for a Head of Operations or an Operations Manager who is taking the next step in their career. As the Head of Operations, you will join a company based in Cambridge to drive growth and excellence in their operations team.As the Head of Operations, you will play a pivotal role in managing contract manufacturers, logistics,...

  • Head of Operations

    2 weeks ago

    Cambridge, Cambridgeshire, United Kingdom IC Resources Full time

    This is an exciting opportunity for a Head of Operations or a Operations Manager who is taking the next step in their career. As the Head of Operations you will join a company based in Cambridge to drive growth and excellence in their operations team. As the Head of Operations, you will play a pivotal role in managing contract manufacturers, logistics,...

  • Head of Operations

    4 days ago

    Cambridge, United Kingdom Envision Pharma Group Full time

    OKRA, proudly part of Envision Pharma Group, is an artificial intelligence company for healthcare. We deliver predictions, suggestions, and explanations to empower life sciences executives and operational teams in complex decision-making to drive the right drug to the right patient with humanized and understandable AI outputs. We are fostering a new...

  • Head of Operations

    4 hours ago

    Cambridge, Cambridgeshire, United Kingdom IC Resources Full time

    This is an exciting opportunity for a Head of Operations or an Operations Manager who is taking the next step in their career. As the Head of Operations, you will join a company based in Cambridge to drive growth and excellence in their operations team. Do not pass up this chance, apply quickly if your experience and skills match what is in the following...

  • Head of Operations

    4 weeks ago

    Cambridge, United Kingdom Bolt Full time

    We are looking for an experienced and dynamic Head of Operations to join a Senior Management Team. In this role, you will be responsible for managing both Qualifications and Apprenticeship operations, contributing to the strategic growth of the organisation. You will work closely with the CEO, Head of Quality, and Head of Learning to manage the operations...

  • Head of Customer Care

    1 week ago

    Cambridge, United Kingdom Knightwood Associates Ltd Full time

    **Head of Customer Care / Customer Care Manager** We are currently recruiting for a Head of Customer Care to join our client, a 5* house builder, as part of their division based in Cambridgeshire. This role would be well suited to someone who has done the role previously and is after a new challenge or a senior manager looking to take the next step in...

  • Head of Customer Excellence and Service Delivery

    7 hours ago

    Cambridge, United Kingdom Pure Resourcing Solutions Limited Full time

    This exciting new role of Head of Customer Excellence and Service Delivery will actively support the Director of Finance in the successful development and delivery of key aspects of a new finance target operating model (fTOM), including development of a modern and professional service delivery approach, customer account management and supporting...

  • Head of Operations

    5 days ago

    Cambridge, United Kingdom Eclectic Recruitment Full time

    A rare opportunity has arisen for an experienced manager to join a prestigious college in Cambridge as Head of Operations on a full-time, permanent basis. **Main duties will include**: - Overseeing Porters Lodge, Accommodation and Housekeeping functions - Supporting with the planning of staffing resources - Development, training and management of three...

  • Personal Assistant and Administrator, Head of

    4 weeks ago

    Cambridge, United Kingdom University of Cambridge Full time

    An exciting opportunity has arisen within the Department of Zoology at the University of Cambridge. We are looking for an enthusiastic and skilled PA and administrator in the Head of Department Office to join our friendly and supportive administration team. Zoology is home to a thriving community of researchers, students, staff, and visitors. Members of the...

  • Head of Department Executive Assistant

    4 weeks ago

    Cambridge, United Kingdom University of Cambridge Full time

    We are looking for a first-rate organiser and proactive Executive Assistant to fill this key, strategic role within the Head of Department's office providing administrative support to the Head of Department's team. The role provides day-to-day administrative support to the Head of Department, and any Deputy Heads. This includes being the first point of...

  • Head of Customer Excellence and Service Delivery

    6 hours ago

    Cambridge, Cambridgeshire, United Kingdom Pure Resourcing Solutions Limited Full time

    This exciting new role of Head of Customer Excellence and Service Delivery will actively support the Director of Finance in the successful development and delivery of key aspects of a new finance target operating model (fTOM), including development of a modern and professional service delivery approach, customer account management and supporting...

  • Head of Customer Experience

    6 hours ago

    Cambridge, Cambridgeshire, United Kingdom Pure Resourcing Solutions Limited Full time

    This exciting new role of Head of Customer Excellence and Service Delivery will actively support the Director of Finance in the successful development and delivery of key aspects of a new finance target operating model (fTOM), including development of a modern and professional service delivery approach, customer account management and supporting...

  • Global Head of Operational Excellence

    1 week ago

    Cambridge, United Kingdom Abcam Plc Full time

    Company Description **For over 20 years, abcam has been providing tools the scientific community needs to enable faster breakthroughs in critical areas like cancer, neurological disorders, infectious diseases, and metabolic disorders.** We believe that to continue making progress, we need to work together in new ways. We need your own unique perspective as...

  • Head of Books

    7 days ago

    Cambridge, United Kingdom Royal Society of Chemistry Full time

    **Head of Books** Location: Cambridge **Salary**: £65,062 - £72,178 per annum plus benefits Position Type:18-month fixed term contract Full-Time Closing Date: 23/07/2023 The Royal Society of Chemistry is looking for an engaging and successful academic book publishing professional to lead our books programme on a full-time, 18-month fixed term contract...

  • Head of Media

    4 weeks ago

    Cambridge, United Kingdom University of Cambridge Full time

    The University of Cambridge, one of the world's leading academic institutions, is seeking a dynamic and experienced individual to join our team as Head of Media. This is an exceptional opportunity for a senior leader to shape and enhance the reputation of one of the world's best known and most prestigious places of learning. About the role - Chancellors,...

  • Head of East Region

    4 weeks ago

    Cambridge, United Kingdom North of England Commissioning Support Full time

    NECS Consultancy offers bespoke management consultancy expertise to a range of clients across health and social care, and we are recruiting a Head of our East region to join our consultancy team. As part of our Consultancy Senior Management Team, you will be responsible for both the delivering complex high-quality consultancy services, as well as leading...

  • Head Chef

    1 day ago

    Cambridge, United Kingdom Randstad UK Holding Full time

    Position: Head ChefSalary: £44,119.96Location: CambridgeRandstad CPE is currently recruiting for a reputable client for an exciting new opportunity as a Head Chef in Cambridge.As the Head Chef, you will be instrumental in leading and managing the culinary operations at our client's social hub, ensuring top-notch food service across multiple outlets.Key...

  • Head Chef

    1 day ago

    Cambridge, United Kingdom Randstad UK Holding Full time

    Position: Head ChefSalary: £44,119.96Location: CambridgeRandstad CPE is currently recruiting for a reputable client for an exciting new opportunity as a Head Chef in Cambridge.As the Head Chef, you will be instrumental in leading and managing the culinary operations at our client's social hub, ensuring top-notch food service across multiple outlets.Key...