Head of Digital Operations

Head of Customer Response ( Digital Transformation)Scroll down to find the complete details of the job offer, including experience required and associated duties and tasks.OnBuy Bournemouth, England, United KingdomOnBuy are an online marketplace on a mission of being the best choice for every customer, everywhere.We have recently been named one of the UK's fastest-growing tech companies in the Sunday Times 100 Tech list.Working at OnBuy: We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving.About the Role: Head of Customer Response ( Digital Transformation) is responsible for leading a world‑class customer support function that delivers fast, empathetic and consistent outcomes, while driving efficiency and continuous improvement through technology, data and process excellence.Key ResponsibilitiesOwn customer support strategy across buyers and sellersLead multi‑disciplinary teams across buyer escalations, seller support queries and implementation of our Risk Management governance frameworkEnsure consistent resolution quality, tone of voice and policy adherenceLead the evolution of customer support into a proactive, AI‑augmented functionArchitect scalable support systems that reduce manual intervention and improve resolution speedEmbed automation and predictive analytics into support workflows to eliminate recurring issuesDeliver performance to SLA and quality standardsBuild and mature operational frameworks, playbooks and escalation pathwaysPartner with Technology to identify and fix systemic root causesAct as a champion of the buyer and the seller internally, surfacing trends and insightsWork with Product Owners to feed prioritised improvements into our longer‑term roadmap, including AI tools and self‑serve capabilitiesBuild quarterly insights and feedback loops across business anchored in customer feedbackCoach, empower and develop leaders and teamsSet clear goals, rhythms and operational reportingFoster a culture of accountability, learning and high performanceEnsure compliance with platform policies and regulatory obligationsManage complex and high‑risk escalationsWork closely with Risk team to protect customers and brandRequirementsProven leadership in scaling customer operations through digital transformation, preferably eCommerce or marketplaceTrack record scaling support teams in high‑growth or complex environmentsExperience implementing support tech including CRM systems, automation and AI toolingStrong cross‑functional leadership with Product, Tech, Risk and LegalCustomer obsessed with strong problem solving and operational rigourData‑driven decision making and reporting capabilityExcellent communication, stakeholder influence and crisis managementAbility to inspire, coach and develop customer‑focused teamsBenefits: The salary on offer for this role is up to £80,000 depending on experience. We also offer company equity, 25 days annual leave + Bank Holidays, 1 extra day off for your Birthday, Employee Assistance Programme, perks at Work benefit platform, opportunities for career development and progression.Our Commitment: OnBuy is an equal opportunities employer. xpwpeyx We are dedicated to creating a fair and transparent workforce, starting with a recruitment process that does not discriminate on the basis of gender, sexual orientation, marital or civil partnership status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.This role will be Hybrid working from either our Bournemouth or Manchester Offices.#J-18808-Ljbffr