Senior Customer Operations Manager
About the Role:
At OneNet Fiber Solutions Limited, delivering a seamless customer experience is just as important as delivering high\-speed connectivity. We are building a modern telecommunications business that prioritizes reliability, responsiveness, and operational excellence. We are looking for a Senior Customer Operations Manager (m/f/d) who can lead customer service operations at scale while improving internal workflows and service performance. This is not just about overseeing support tickets—you will define operational standards, improve customer satisfaction, and shape the way our teams deliver service. You will lead a high\-performing team, coordinate with technical departments, and ensure every customer interaction reflects our commitment to quality.
Why Work With Us?
The Environment:
Our London office is based in Canary Wharf, surrounded by a fast\-moving business ecosystem that reflects the pace of our operations. We believe in a professional workplace that encourages collaboration, accountability, and continuous improvement.
Operational Impact:
You will have a direct influence on how customer operations evolve. Your recommendations will shape internal procedures, service escalation models, and customer retention strategies from day one.
Technology and Systems:
We work with modern CRM platforms, reporting dashboards, and service management systems to ensure visibility across operations. You will collaborate closely with network operations, service delivery, and commercial teams to maintain service quality.
Growth:
We invest in leadership development and professional advancement, including access to operations management training, industry events, and professional certifications.
Key Responsibilities:
Customer Operations Leadership:
Lead and optimize customer operations processes to improve service efficiency, response times, and overall customer satisfaction.
Performance Management:
Monitor service KPIs, operational metrics, and escalation trends. Develop strategies to improve team productivity and customer outcomes.
Team Leadership:
Manage, mentor, and support customer operations professionals. Conduct coaching sessions, performance reviews, and establish clear development pathways.
Cross Functional Collaboration:
Work closely with technical support, field operations, and account management teams to ensure consistent communication and issue resolution.
Process Improvement:
Identify inefficiencies and implement scalable operational improvements that enhance both internal performance and customer experience.
Stakeholder Management:
Present operational updates, customer insights, and performance reports to senior leadership while providing practical recommendations for continuous improvement.
What We Are Looking For:
Experience:
6\+ years of experience in customer operations, service delivery, or operational management, with at least 2 years in a senior leadership or team management role.
Leadership Skills:
Proven experience managing teams, improving service standards, and creating a performance driven culture.
Operational Expertise:
Strong understanding of customer lifecycle management, escalation handling, KPI tracking, workforce planning, and service optimization.
Communication Skills:
Strong written and verbal communication skills with the ability to coordinate across multiple business functions and manage stakeholder expectations.
Mindset:
You are solutions focused, highly organized, and comfortable making decisions in a fast paced environment while balancing customer satisfaction with operational efficiency.
Pay: £5,500\.00\-£7,500\.00 per month
Work Location: In person
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