Operations Supervisor managing production and leading the manufacturing team at Southwire Company. Ensuring safety and operational excellence in the production process.
About the role
- Head of Digital Operations at OnBuy responsible for customer support leadership and operational transformation. Focusing on building trust with buyers and sellers, ensuring a high-quality support function.
Responsibilities
- Own customer support strategy across buyers and sellers
- Lead multi-disciplinary teams across buyer escalations, seller support queries and the implementation of our Risk Management governance framework
- Ensure consistent resolution quality, tone of voice and policy adherence
- Lead the evolution of customer support into a proactive, AI-augmented function.
- Architect scalable support systems that reduce manual intervention and improve resolution speed.
- Embed automation and predictive analytics into support workflows to eliminate recurring issues.
- Deliver performance to SLA and quality standards
- Build and mature operational frameworks, playbooks and escalation pathways
- Partner with Technology to identify and fix systemic root causes
- Act as a champion of the buyer and the seller internally, surfacing trends and insights
- Work with Product Owners to feed prioritised improvements into our longer-term roadmap, including AI tools, and self-serve capabilities.
- Build quarterly insights and feedback loops across business anchored in customer feedback
- Coach, empower and develop leaders and teams
- Set clear goals, rhythms and operational reporting
- Foster a culture of accountability, learning and high performance
- Ensure compliance with platform policies and regulatory obligations
- Manage complex and high-risk escalations
- Work closely with Risk team to protect customers and brand
Requirements
- Proven leadership in scaling customer operations through digital transformation., preferably eCommerce or marketplace
- Track record scaling support teams in high-growth or complex environments
- Experience implementing support tech including CRM systems, automation and AI tooling
- Strong cross-functional leadership with Product, Tech, Risk and Legal
- Customer obsessed with strong problem solving and operational rigour
- Data-driven decision making and reporting capability
- Excellent communication, stakeholder influence and crisis management
- Ability to inspire, coach and develop customer-focused teams
Benefits
- Company Equity- In return for helping us to grow, we’ll offer you company equity, meaning you own a piece of this business we are all working so hard to build.
- 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
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