Head of Customer Operations

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