Head of Operations
5 days ago
Job Description:
Head of Operations
THE GLADSTONE WAY
It's not WHAT we do, it's WHY we do it
At Gladstone, our purpose is a simple one - we’re here to make the UK fitter and healthier. We do that though innovating and developing end to end technology solutions for the health and leisure industry so they can support more of their customers be more active, more often.
Great People
This philosophy would not be possible without a team of great people. We’re constantly looking for the best talent to join Gladstone but as important, we also champion growth from within and create and environment for individuals to challenge themselves to grow, seize opportunities and develop further than they may have thought possible. We constantly invest in our awesome talent as the future leaders of our business and industry. We’re big enough to make a huge impact in the market, but small enough that our people have the freedom to experiment, collaborate easily with other teams and ultimately be brave enough to try new ways of working that make your work, environment and environment better prioriting things that making it easier for our customers and our organisation commercially stronger.
Constantly Challenging
We are the Thought Leader for the market. Challenging norms and perceptions to ensure we remain at and often define the cutting edge of technology within the industry. We pride ourselves on being innovative with our software and solutions to influence and drive the changing industry needs.
Win-Win
We have a solutions and service focus that enables our customers to achieve their goals. By supporting our customers in growing revenues, introducing customer centric and seamless processes, reducing overheads and driving participation - they will deliver their business outcomes and we will secure our status as a key strategic partner and ensure we remain an irreplaceable asset for their organisation.
POSITION:
- Gladstone is a highly commercially focussed and customer obsessed organisation and this is an exciting position that plays right at the heart of that.
You will responsible for:
- Leading and inspiring our 1st, 2nd and 3rd line customer support teams - ensuring our customers get the best service through timely resolution of their queries, questions and faults. This will include ensuring your teams have the skills they need now but also for the future as we move from on-premise to a cloud native software provider-
- Support the running of Gladstone through implementing and running our organisational operating rhythm (i.e. key meetings and co-ordination of or Quarterly Strategy Review) and core governance activities (such as leading and embedding ISO for Gladstone)-
- Working closely with all of our teams across Gladstone, especially our Customer Success Team, to champion ways of working and improve processes that enable collaboration and that transform us to an efficient agile cloud native software provider - but with the customer and our value metrics at the heart of everything we do.JOB RESPONSIBILITIES:
Customer Support:
- Effectively lead the team in a way that fosters the right results, in the right way with the right culture. This will include managing all of the relevant elements that ensure we have the right resource with the right skill set and ways of working to deliver against our broad set of KPIs and importantly, our customer focused SLAs-
- Build strong relationships directly with our customers to allow your teams/the organisation constantly deliver better service-
- Taking our Customer Support teams on the journey required to transform our support model, our ways of working and the skills required in our teams as we move quickly from traditional on-premise software to a cloud native solution implemented with agile ways of working.Ways of Working:
- Work with all teams across Gladstone to ensure true collaboration and improve our collective ways of working. This is likely to be through the introduction of value stream mapping and driving our inefficiencies / operational pain points-
- Proactively implement and monitor relevant reporting to identify and track patterns to identify improvements for Gladstone and our customers-
- Supporting COO helping drive through the evolved Gladstone culture, vision and ambitions.Operating Rhythm and Governance:
- As Head of Operations within Gladstone, develop and support the operating rhythm for the organisation, ensuring we have the appropriate core meetings and governance that enables our SLT and all Heads of Department to work together collaboratively ensuring we focus on organisational performance, our people metrics, key organisational blockers, key risks and compliance with audits/ISO- Be the lead on core governance activities such as the ownership of ISO processes, auditing and accreditation.
People Leadership:
- Develop a compelling vision for the team, creating followership across the team and across Gladstone as a whole-
- Work with relevant
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