Customer Success Operations Manager
At a glance
Manager-level Customer Success role at Foundation Partners. Full-time.
Pay not stated Customer Success salary
growthroles summary, based on the employer's posting.
What you'll do
- Unify finance, after-sales and sales contact centre operations around a shared way of working
- Put selected contact centre systems and AI tools into use, configuring them for live teams
- Shape IVR menus and call distribution so customers find the right team, then adjust as demand shifts
- Keep agent and self-service reference materials accurate, organized and useful
- Track service, quality, conversion and cost measures, then share results with the customer experience director
What you bring
- You have run contact centre or customer operations teams, preferably across several functions
- You have taken contact centre technology and AI from selection through setup and frontline use
- You have designed IVR systems and call distribution, and maintained guidance for agents or self-service
- You have led managers and teams across locations, improved workflows and used performance data to guide decisions
Who this fits
This manager role suits someone who can turn transformation plans into operational changes while leading managers and frontline teams. Work is hybrid, with occasional travel to dealerships.
From the employer
Foundation Partners are engaged with a Customer Success Operation Manager Search, posting on behalf of our client (Car Supermarket)
Department: Marketing
Reporting to: Director of Customer Experience
Direct report(s): Contact Centre Manager(s)
Hybrid working, with occasional travel to dealerships as required
Role OverviewWe're looking for a Senior Customer Operations Manager to help bring a major transformation of our contact centre teams to life. We need someone who has implemented new contact centre technology, structured IVR journeys, built out knowledge bases, and worked hands-on with customer data.
You'll spot where AI and automation can remove friction or free up capacity, translate the Director's strategy into practical changes on the ground, and bring a dispersed team of managers and agents along on that journey.
Key Responsibilities• Run day-to-day operations across Finance, After sales and Sales contact centre functions, working towards one coherent operating model out of previously siloed teams.
• Implement the new technology and AI tools selected as part of the transformation (e.g. call/chat automation, AI-assisted quality monitoring, workforce management, self-serve), configuring and embedding them into live operations.
• Design and structure IVR journeys and call routing so customers reach the right team quickly, and continually refine them as volumes and needs change.
• Build and maintain the knowledge base that agents and self-serve/AI tools rely on, keeping it accurate, well-structured and easy to use.
• Own the quality and structure of customer data used across the contact centre, ensuring it supports accurate reporting, personalisation and AI/automation tools.
• Drive end-to-end process improvement: map current-state processes, identify bottlenecks and inefficiencies, and redesign workflows with measurable outcomes.
• Manage and develop Contact Centre Manager(s) and, through them, a dispersed frontline team — setting clear goals, standards and accountability across locations and shifts.
• Build a culture of continuous improvement, where managers and agents are encouraged to flag problems and test solutions rather than just follow scripts.
• Define and track the KPIs and SLAs that matter (service levels, quality, conversion, cost-to serve) and report performance and progress to the Director of Customer Experience.
• Act as a problem-solving partner to the business — diagnosing root causes behind operational pain points and driving through Fixes, not just managing symptoms.
• Support the Director of Customer Experience in delivering the wider transformation project, translating strategy into practical, well-sequenced operational change with minimal disruption to daily service delivery.
• Collaborate with Sales, Finance and Support leadership to ensure the contact centre operating model serves the needs of each function.
• Proven experience running contact centre or customer operations teams, ideally across multiple functions (e.g. sales, support, Finance/collections).
• Hands-on experience implementing new contact centre technology and AI tools, from selection through to configuration and adoption on the frontline.
• Experience structuring and optimising IVR systems and call routing.
• Experience building and maintaining a knowledge base for agents and/or self-serve or AI tools.
• Good working knowledge of customer data — structuring, quality and how it feeds reporting, personalisation and automation.
• Track record of managing people managers and dispersed/multi-site teams, with strong people leadership and coaching skills.
• Strong process improvement background — comfortable mapping, redesigning and embedding new workflows.
• Experience working with sales and customer service teams.
• Confident using data and performance metrics to diagnose issues and drive decisions. • Excellent stakeholder management and communication skills, able to influence at all levels.
Desirable Skills and Experience
• Experience in automotive, retail, ecommerce, Financial services, lead generation or another fast-paced B2C environment.
• Experience with reporting tools such as GA4, Power BI or similar.
• A great communicator and an excellent motivator: a real people person.
• A creative problem solver.
• Analytical and naturally curious.
• A continual learner.
We're actively interviewing and hoping to offer within the next few weeks!
Customer Success work from LinkedIn, X, Reddit and Upwork, in one list.
Each morning you get everything that fits, strongest first.
Customer Success
Find me workBy the team behind growthroles.