Customer Operations Manager

 

Main characteristics

Location

Clubmoor, Merseyside

Company

MSite

Employment type

Permanent

Category

Management

Job summary

MSite has an exciting opportunity for a Customer Operations Manager to join our Team working Liverpool. You will join us on a full time, permanent basis and in return, you will receive a competitive salary.

We are an extraordinary technology brand looking for extraordinary people.

From humble beginnings, MSite has risen to become a global leader, providing state-of-the-art digital identity solutions to some of worlds most demanding workplaces. Our customers, including major construction companies, expect an unparalleled level of innovation and quality from our products and services.

From our employees, we expect commitment, trust and imagination to be your driving forces. In return, you can expect to play a key role in our story and join a dynamic market leader at a crucial stage of its development. At MSite, you can expect more.

The Customer Operations Manager role:

As Customer Operations Manager, you will play a crucial role in ensuring the smooth and efficient delivery of services to our valued customers. Your primary focus will be to ensure our customers receive best in class customer excellence on their journey from order, to delivery, to ongoing customer service. You will be a key point of contact for our Customers, acting as a bridge between the company and its customers to ensure their satisfaction and loyalty. This role requires a strong combination of project management skills, effective team management and exceptional customer service to maintain our reputation for excellence.

What you will do as our Customer Operations Manager:

Manage the end-to-end project delivery process of all customer projects (onboarding, change requests and off-boarding), ensuring adherence to timelines, budget, and quality standards

Capture of project requirements, resource estimation and timescale allocation to help effectively plan, coordinate and manage resources and projects

Coordinate with cross-functional teams, including Sales, Customer Success, Procurement and Product teams to drive successful project outcomes

Mitigate project risks and proactively identify potential issues, developing effective solutions to keep projects on track

Establish and maintain team KPIs to help drive performance improvements including project delivery performance, project budgets and customer satisfaction

Ensure team governance and status reporting including forecasting, capacity management, and resource and stock utilisation

Oversee the Customer Service Desk team, ensuring timely and professional responses to customer inquiries, requests, and complaints

Monitor and track service desk performance metrics, including response times, ticket resolution, and customer satisfaction, and implement improvements as needed

Resolve escalated customer issues efficiently and professionally, ensuring a positive customer experience at all times

Oversee the Engineer and Factory Team to ensure a consistent build, installation, inspection and service is delivered with exceptional customer service and high standards

Regular reporting of Engineer and Factory performance (including utilisation), implementing improvements and optimisation via new processes, systems updates, audits and training

Conduct regular customer meetings to review service performance, address concerns, and identify opportunities for further collaboration and improvement

Ensuring that all aspects of the customer engagement are dealt with in a professional manner, within agreed service levels and to an agreed high quality standard

Continuously assess and optimise service delivery processes to enhance efficiency, enable scale and ensure customer satisfaction

Identify training needs and opportunities for skill development to enhance team capabilities

Our ideal Customer Operations Manager will have:

Proven experience in a service delivery or similar management level role, preferably within the construction industry

Strong understanding of customer service and project management principles, methodologies, and best practices

Exceptional leadership and team management skills, with a track record of developing and motivating high-performing teams

Excellent communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders at all levels

Analytical mindset with the ability to leverage data and metrics to drive insights and decision-making

Customer-centric mindset and a passion for delivering exceptional customer experiences

Proactive, results-oriented, and able to thrive in a fast-paced, dynamic environment

MSite proudly embraces diversity and is committed to being an equal opportunity employer. We believe in providing a fair and inclusive workplace for all employees, regardless of background, ensuring a merit-based approach to hiring, promotion, and compensation. Our goal is to foster an empowering environment that encourages growth and collaboration among our team members.

If you require any support during the interview process, please let us know.