Head of Operations

**Head of Operations (Customer focussed), Titus, Saltaire**

**£45-60K, plus awesome benefits and flexible working**

**40 hours full time, permanent**

**Who are we?**

We’re Titus; an award-winning supplier of organisational E-Learning and we pride ourselves on being the best Moodle provider in the world. We utilise the world's most popular learning platforms for clients such as Network Rail, Labour Party, Royal College Surgeons and Dermalogica to drive transformation through their teams learning and development. Impressive, right

**The Role**

Right now, we’re looking to fill a newly created and critical position on our senior management team to join us in the role of Head of Operations, reporting directly to the company founders. Your department will consist of our Implementation, Support, Training and Customer Success teams, currently consisting of 8 direct reports, however this is a growing area of the business and one we are investing in significantly as we shift our focus to delighting our customer. Within the senior management team you will be the voice for the customer and drive a relentless focus on improving the customer experience across your teams and the wider business.

Your teams will be working with a diverse range of clients, from startups to household names such as; Network Rail, Wasabi, the City of London Police, the Royal College of Surgeons and the National Physical Laboratory, managing their relationship with Titus from initial consultation, through product implementation, testing, signoff and ongoing support.

You’ll ensure SLAs and KPIs are achieved at all times whilst delivering the best experience possible to the customer. You will be an advocate of continuous improvement, drive positive customer satisfaction and identify annuity revenue opportunities within our customer accounts.

**Why join Titus?**

**Culture** - We have a people first culture and are really proud of the team we have created. Full of respect and diversity, and we talk openly and honestly about all things. It’s about our people knowing they are truly listened to and valued at work.

**Our People** - We work hard to ensure our people are valued, committed and motivated but most importantly they are happy. This shows in the results from our regular staff surveys. It’s important to us that we continue to hire not only talented people, but people who fit in with what we’re about.

**Your Development** - We actively support our people in their development, both financially and with allocated time; working with you on quarterly objective based Game Plans designed to keep you on track and continually improving in your role.

**We’re a social bunch** - We also like to have a lot of fun, eat, drink and try new things amongst the hard work; we run exceptional team activities, office parties and regular company events too

**Recognition** - We cheer each other on, regular praise and gifts are important and we hold annual pay reviews and bonuses for exceptional work and overachievers.

Don’t take our word for it, read on and then come find out all these things are true for yourself (which they are)

**Is this you?**

Your pure focus will be on the customer experience and delighting our customer; you will be customer obsessed, developing and utilising target market qualitative & quantitative insights to inform and drive customer experience decisions. While customer focussed, this is an operational role, responsible for ensuring our customer implementations are successful and service management is on point, therefore you will be technically strong.

You will be managing one of our larger teams so you will be a real people person, with exceptional management experience. You will need to be organised and own your function as you will be managing multiple projects and priorities. This is a prominent role and will suit a hungry and passionate individual who will relish the opportunity to put our customers on the map. Ideally you will have worked in a general technical business, eLearning or Edtech space.

**What will you get up to?**

This is a new role for you to put your stamp on and really hit the ground running. You’ll be a critical component of Titus’ growth strategy and will have the opportunity to develop and exhibit leading practices across both expansion and retention disciplines. You will own the experience of our external customers and stakeholders to ensure that they have a seamless experience across all touchpoints of our offering and service and you will quickly develop a complete understanding of the product and our clients’ needs to help guide our business strategy.

You will lead and participate in the creation of strategies that drive product adoption, value realisation and delight our customers throughout the duration of the customer lifecycle. You will be responsible for the retention and growth of our client portfolio, working closely with Sales to create and execute plans to grow