Senior Customer Operations Manager

Job Introduction

Salary: £35,000 - £42,000 per annum

Contract: Permanent

Hiring Manager: Leon Smith

Recruiter: Meikay Cheng

Hours: 37.5 hours per week 

Location: Remote or Hybrid

Role Overview

As Senior Customer Operations Manager, you’ll play a pivotal role in shaping and delivering our operational strategy across the customer department. You'll lead key cross-functional projects, improve internal processes, and use data to drive performance and decision-making. Working across customer teams and the wider business, you’ll ensure our operations are insight-led, efficient, and designed to provide a best-in-class experience for our customers.

With a strong focus on strategic delivery, process design, project and risk management and continuous improvement, you’ll also own our operational reporting and data frameworks – identifying trends, opportunities, and areas for growth or efficiency. You’ll be responsible for leading teams through change, coaching them to deliver at scale, and embedding the tools and technology (including AI) that support sustainable performance.

This is a fantastic opportunity for a senior operator and project manager who thrives in fast-paced, digital-first environments and is passionate about customer impact.

Key Responsibilities

Strategic Delivery & Leadership

• Partner with senior leaders to define and deliver key strategic initiatives that support our customer vision and business goals.

• Translate strategic priorities into actionable plans and processes, working closely with senior stakeholders across the business.

• Act as a trusted second to the VP Customer Operations and SLT, bringing a strong voice to strategic decision-making.

Project Management

• Lead large-scale, cross-functional projects with customer-facing outcomes – ensuring alignment, clear governance, and measurable impact.

• Defining project scope, creating detailed project plans, and overseeing the execution of projects to ensure they are completed on time

• Managing communication and collaboration with all relevant stakeholders, including those within and outside the Customer department

Operational Excellence

• Lead on the design and implementation of scalable, efficient processes across the customer journey, from contact handling through to resolution.

• Drive continuous improvement through data-led insights, identifying areas of underperformance and working with area leads to implement sustainable solutions.

• Own and enhance our risk and incident management processes – ensuring they are robust, compliant, and future-facing.
  
  

Data, Reporting & Insights

• Lead on customer operations data strategy – ensuring accurate, timely and actionable insights across all touchpoints.

• Build and maintain dashboards and reporting frameworks that clearly highlight performance against KPIs, customer satisfaction metrics, and service levels.
  
  

Technology & Product Collaboration

• Shape and manage the customer operations product roadmap, working closely with product, engineering, and AI teams to implement initiatives that reduce effort and improve outcomes.

• Identify opportunities to embed AI and automation into operational processes, with a focus on quality, consistency, and customer satisfaction.
  
  

Team Development & Leadership

• Grow, coach and develop a small and high-performing team including project managers and AI specialists. 

• Foster a culture of accountability, collaboration, and customer-centricity across all layers of the operations team.

About You

• Proven experience in a senior operations role within a fast-paced, digital or subscription-based business.

• Experienced in project management, from scoping through to delivery and reporting.

• A strategic thinker with a sharp eye for detail and a passion for operational efficiency.

• Highly analytical, comfortable working with complex datasets, and experienced in performance reporting and KPI management.

• A confident leader and communicator who can influence across all levels of the business.

• Experienced in managing cross-functional programmes, embedding change, and scaling operational processes.

• Familiarity with AI and automation in customer operations is a strong plus.

If you are passionate about delivering localised, culturally relevant experiences to a global audience and have the skills to scale localization using technology, we’d love to hear from you!

In return for everything you can bring, we can offer you an exciting role in a fast-growing and dynamic business, with plenty of career opportunities.

Here’s a couple of the things that make Twinkl a great place to be:

• A friendly, welcoming and supportive culture. We believe work should be fun and always put people before the process
• Diversity, inclusion and belonging - our Employee Network Program includes working groups for LGBTQ+, People of Colour, Disabilities (visible and invisible), Women in Tech and Working Parents.
• From day 1 - Westfield Health, 33 annual leave days per year (pro-rata) inclusive bank holidays, a "Me" day each year, a charity day each year, flexible working policy with opportunities to work from home and Twinkl subscriptions.
• Quarterly company awards programme
• Seasonal events
• Referral scheme
• Cervical and Prostate screening
• Company sick pay after 3 months of service 
• After probation - cycle-to-work scheme
• Long-term service reward - Life insurance, enhanced pension contribution, enhanced maternity pay, enhanced adoption pay and enhanced paternity pay, long service award, long service annual leave