Hybrid Head of Digital Operations

Posted 6 days ago

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About the role

  • 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

Job title

Head of Digital Operations

Job type

Experience level

Lead

Salary

£80,000 per year

Degree requirement

High School Diploma

Location requirements

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