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 Overview
We'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.
Essential Skills and Experience
- 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!
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