Head of Customer and Partner Operations

Student.com; London; Hybrid; GBP 80,000 - 100,000; Full time

Job description

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We are seeking a highly motivated and operationally focused Head of Operations to lead the Partner Support and Student Experience teams. This role is pivotal in delivering exceptional customer service, ensuring trust with partners, and enhancing the student experience on our platform. The successful candidate will be responsible for operational excellence, team leadership, and driving continuous improvements to support the platform's growth and evolution.

Responsibilities

The primary objectives for this role are:

1. Lead and manage the Partner Support and Student Experience teams, ensuring efficient operations and a collaborative culture.
2. Oversee the delivery of high-quality customer service to resolve partner and student issues promptly and effectively.
3. Build trust and strong relationships with partners and students by maintaining transparent communication and reliable support.
4. Develop and implement strategies to enhance the student and partner journey, leveraging feedback and data-driven insights.
5. Optimize service delivery processes, ensuring SLAs and KPIs are consistently met.

Requirements

1. Manage daily operations of the Partner Support and Student Experience teams, ensuring tasks are completed efficiently and to high standards.
2. Analyze team performance metrics, identify trends, and implement improvements to address gaps in service.
3. Use data and CRM tools to maintain accurate records and provide actionable insights for decision-making.
4. Work collaboratively with marketing, product, and finance teams to align operations with broader business goals.
5. Provide clear and timely reporting to senior leadership, highlighting key achievements and opportunities for improvement.
6. Mentor and support team members to ensure professional growth and engagement.

Qualifications

Ideally, you have experience in operations and customer service within a startup or rapidly scaling business. You are passionate about delivering exceptional service and fostering strong relationships with both your team and customers. Your enthusiasm for creating outstanding experiences should be palpable to everyone you work with. You are results-driven and thrive in entrepreneurial environments where delivering impactful outcomes is the priority.

You take the initiative, are a self-starter, and are proactive in achieving your goals. You approach challenges with resilience and determination, going the extra mile to succeed. Setting high standards and working tirelessly to exceed them is second nature to you.

Essential Skills

1. Proven experience in operations management, customer service, or team leadership, ideally within a digital platform or marketplace.
2. Strong interpersonal and communication skills, with the ability to build trust and relationships with diverse stakeholders.
3. Demonstrated ability to lead teams, foster collaboration, and drive high performance.
4. Data-driven mindset, with experience using metrics to measure and improve operational efficiency.
5. Proactive problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.

Desired Skills

1. Familiarity with CRM systems and customer service tools.
2. Experience working in customer-centric organizations with a focus on delivering excellent service.

Benefits

We offer hybrid working and a competitive range of benefits, holiday and package.