Head of Business & Customer Operations

Job description

About the Role We are looking for a Head of Business & Customer Operations to lead and strengthen our customer-facing operations across the end-to-end service journey. The role oversees Service Agreement Management, Customer Scheduling Management, Customer Care & Control Room, and Key Account Management , ensuring customer demand is effectively captured, managed, and translated into seamless service delivery. The role will work closely with Technical Operations to ensure strong handoffs, operational alignment, and a consistent customer experience. This is a hands-on leadership role for someone who can build structure, strengthen operational discipline, develop teams, and drive performance while remaining close to the day-to-day business. Key Responsibilities Customer & Service Operations Lead end-to-end customer operations from service agreement and requirement capture through scheduling, service delivery, and ongoing customer support. Establish clear processes, standards, governance, and KPIs across customer operations. Ensure customer demand is accurately captured and translated into clear operational requirements. Drive service responsiveness, resolution quality, and customer experience across all customer-facing channels. Identify operational gaps and continuously improve processes, workflows, and service standards. Customer Care & Control Room Lead customer care operations, including inquiries, service requests, complaints, escalations, and retention. Oversee critical and time-sensitive situations, including stolen vehicle recovery and emergency operational escalations. Establish effective escalation management, service recovery, and proactive monitoring processes. Scheduling & Service Orchestration Oversee customer scheduling and ensure customer demand is effectively aligned with operational capacity. Work closely with Technical Operations and Fitment Planning & Operations to resolve scheduling constraints, changes, delays, and operational exceptions. Improve scheduling efficiency, responsiveness, and customer communication. Key Account Management Lead key customer relationships and ensure consistent service delivery and proactive engagement. Drive customer retention, relationship development, and long-term account stability. Leadership & Performance Management Lead, coach, and develop customer operations leaders and teams. Establish clear performance standards, KPIs, and accountability across the organization. Use operational data and customer insights to identify issues, prioritize improvements, and drive performance. Build a culture of ownership, responsiveness, customer focus, and continuous improvement. Cross-functional Leadership Partner closely with Technical Operations to ensure seamless handoffs between customer demand and technical execution. Establish clear accountability and governance across the two operational pillars. Lead cross-functional initiatives to resolve recurring operational issues and improve the overall service experience. Contribute to the development and scaling of the broader Operations organization. What We're Looking For Required Proven leadership experience in customer operations, service operations, or a similar operational environment . Experience leading multiple teams and/or customer-facing functions with clear accountability for performance. Strong understanding of end-to-end customer journey and service operations management. Demonstrated ability to establish processes, governance, KPIs, and performance management frameworks. Strong problem-solving and decision-making skills in fast-moving and operationally complex environments. Strong people leadership, with the ability to develop leads and frontline teams. Ability to work cross-functionally and influence stakeholders across functions and levels. Strong communication, stakeholder management, and escalation management skills. Comfortable operating in a hands-on, fast-paced environment where processes and structures are still evolving. Preferred Experience Experience managing customer service/care operations within a subscription-based or recurring-service business , with a focus on service continuity, customer retention, and ongoing customer engagement. Experience managing scheduling and service coordination in a high-volume operational environment. Experience with service recovery, critical escalations, or emergency response operations. Experience managing key or strategic customer accounts. Experience building, restructuring, or scaling customer operations in a growing organization. Strong analytical capability and experience using operational and customer data to identify trends, improve performance, and drive decisions. What Success Looks Like Success in this role means building a well-structured, customer-focused, and performance-driven Business & Customer Operations organization that: Captures customer requirements accurately and consistently. Responds to customers quickly and effectively. Converts customer demand into clear and executable operational requirements. Maintains strong scheduling and service coordination. Handles escalations and service recovery with discipline. Builds strong relationships with key customers. Establishes clear KPIs, accountability, and operating standards. Works seamlessly with Technical Operations. Continuously improves customer experience and operational performance.