Senior Leader overseeing Platform Operations at Wells Fargo, managing critical operational services and driving transformation. Responsible for enhancing service quality and efficiency across multiple functions.
About the role
- Customer Operations Manager at CarTrawler overseeing outsourced contact centres. Balancing customer experience, efficiency, quality and cost.
Responsibilities
- Own customer service performance across outsourced partners, with accountability for CX, efficiency, quality and complaints outcomes.
- Partner with internal tech/insights teams to ensure operational needs are understood and changes land effectively (CRM/digital/telephony/AI workflows).
- Champion AI-enabled ways of working that improve quality and speed (e.g., summarisation, insight-led coaching, knowledge suggestions).
- Chair governance forums with outsourcers, approving recovery plans and holding partners accountable for delivery.
- Lead quality, training and knowledge effectiveness, ensuring interventions translate into sustained performance improvement.
- Own escalations and complaints as a business risk, driving systemic fixes and prevention strategies.
- Partner with technology and insights teams to ensure new tools, AI capabilities and process changes land effectively.
Requirements
- 5+ years’ experience in a contact centre or customer operations environment.
- Proven ability to manage outsourced or vendor-led operations with commercial discipline.
- A data-led approach to decision-making, focused on measurable outcomes.
- Confidence influencing senior stakeholders and partner leadership teams.
- A quality- and coaching-oriented mindset with strong governance discipline.
- The ability to lead change and embed new ways of working at scale.
Benefits
- Competitive pay and benefits, including a performance-based annual bonus, fully subsidised VHI health insurance and pension matching up to 4%.
- Generous time off and flexible working, including 25 days’ annual leave, extra company days, monthly Friday Unplugged afternoons and the option to work abroad for up to 20 days a year.
- Comprehensive wellbeing support, including access to health and mental health programmes (HeadsUp and EAP) and paid leave for marriage, volunteering and personal wellbeing including menstrual, menopause, and fertility leave.
- Growth and recognition culture with development opportunities through training, coaching and study support plus programmes that celebrate individual and team achievements.
- Everyday perks that make a difference - subsidised canteen (KC Peaches), on-site car parking, Bike to Work and TaxSaver schemes plus an active Sports & Social Club.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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