Business Operations

• Oversee CX tooling strategy and execution, including Zendesk and Customer Success platforms, ensuring systems are optimised, adopted, and continuously improved
• Manage, optimise and enable CX and wider operational teams to deliver best-in-class customer experiences
• Set clear expectations, provide feedback, and guide team members’ growth through mentorship and structured performance management
• Lead and be accountable for large, cross-functional initiatives that improve efficiency, scalability, and effectiveness of CX tools and enablement processes
• Partner with Product, Engineering, Support, and other teams to drive alignment and deliver operational enhancements
• Build relationships with senior leaders and key stakeholders, secure buy-in, align goals, and ensure transparent communication
• Identify process gaps, implement innovative solutions, and leverage data and insights to elevate customer interactions and team performance
• Lead change initiatives to integrate new processes, tools, and best practices, ensuring smooth adoption
• Define and track key success metrics for operational and programmatic initiatives
• Report to Senior Director, CX Strategy & Business Operations; member of Customer Experience - CX Operations team; manage a team of 5; location: EMEA; start date: As soon as possible

Senior Manager, CX Business Operations

Vice President Business Operations

Business Operations Manager – International

Business Operations Principal