Head of Technology and Delivery - Customer Operations Job at Admiral Group Plc

Head of Customer Journey and Product Delivery

The Head of Customer Journey Product Delivery is accountable for end-to-end deli...

Location

United States , Wilmington

Salary:

Not provided

Barclays

Expiration Date

Until further notice

Requirements

Significant senior leadership experience in product, change, or delivery roles within a complex, matrixed organisation, with proven accountability for end-to-end customer or journey outcomes
Strong understanding of journey-led and agile delivery models at enterprise scale, with the ability to balance speed, risk, controls, and operational resilience

Job Responsibility

Own delivery across assigned USCB Customer Journeys, with accountability for end-to-end journey performance, experience, and change outcomes
Ensure each journey delivers against agreed business priorities, customer needs, risk and control requirements, and operational performance targets, maintaining clear ownership across channels, products, and platforms
Lead senior product and delivery leaders aligned to journey teams, including Product Owners and partner teams across Technology, CX, Operations, Risk, and Controls
Translate USCB priorities into clear, outcome-based journey roadmaps and delivery plans, ensuring focus on material customer and business outcomes
Embed and continuously mature USCB Ways of Working across journey-aligned, persistent teams
Own the Product practice and being accountable for building / maturing the Product Owner capability and resource set across USCB
Sponsor effective quarterly planning (PI Planning), prioritisation, and dependency management, enabling empowered teams with clear decision rights and escalation paths
Lead journey-level prioritisation and sequencing of work in partnership with business, technology, and finance leaders
Provide transparent visibility to senior stakeholders on delivery progress, risks, trade-offs, and realised benefits
Partner closely with ExCo-1 leaders and Journey Owners, representing journey delivery performance and priorities in executive governance and decision forums

Fulltime

Head Of Customer Excellence & Commercial Operations

Our client is an internationally renowned, innovation-driven pioneer in the fiel...

Location

Austria , Arnoldstein

Salary:

5500.00 - 5800.00 EUR / Month ▼

Randstad

Expiration Date

August 01, 2026

Requirements

Education: Ideally a successfully completed Bachelor's degree within customer care, business administration, international business, supply chain, or a related field
Experience: Proven professional and leadership experience in a similar, dynamic management role (e.g., Head of Customer Service, international order processing in an industrial environment)
Industry Know-how: Experience working with complex products (ideally electronics/mechatronics) or within a highly regulated environment (such as medical devices) is a distinct advantage
German & English (Mandatory): Due to close collaboration with local departments and the international corporate structure/export customers, fluent German and excellent English skills (written and spoken) are strictly required
Italian (A great plus, but NOT mandatory): Since a relevant portion of suppliers and operational partners are based in the Italian region, proficiency in Italian is a great asset
IT Skills: Proficiency in Microsoft Office and experience with modern ERP/CRM databases
Personal Characteristics: Customer & Business-Oriented: Highly customer-focused, proactive, and commercial in thought and action
Dynamic & Decisive: Possessing an agile mindset, strong leadership skills, and the ability to guide your team through intensive scaling phases
Comfortable with Ambiguity: Dynamic enough to navigate evolving processes during growth stages and open to managing complex regulatory workflows

Job Responsibility

Leadership & Executive Responsibility: As an active member of the local leadership team, you report directly to the Managing Director and the Site Manager. You take over the operational and strategic management of the entire Customer Care department, including full budget responsibility
Process Optimization & Scaling: Continuously develop and increase the efficiency of Customer Service to ensure first-class customer satisfaction in an international B2B environment (export customers worldwide as well as group companies in Europe and the USA)
End-to-End Order Management: Overseeing the entire order handling process - from order entry and shipment logistics to claims handling (complaint management) and technical support
Future Orientation & Innovation: Proactively driving development and strategic expansion in the fields of telemarketing and e-commerce, as well as identifying potential for after-sales upscaling
KPI Management & Business Planning: Proposing measurable goals, establishing an annual business plan for Customer Service, and continuously monitoring delivery performance vs. targets to identify optimization opportunities
Cross-functional Collaboration: Close, interdisciplinary cooperation with Sales Representatives, the Supply Chain Manager, the R&D Manager, and the Quality Manager at the site

What we offer

Future & Stability: A key management position in a crisis-proof, globally expanding growth market (medical devices)
Scope for Action: The unique opportunity to actively shape the expansion path of an international market leader and implement your own ideas
Development Potential: Being embedded in a global corporate group opens up outstanding, long-term career advancement opportunities
Mobility Highlight: Attractive arrangements and support options for commuters (especially for those traveling a distance of over 100 km)
For this demanding leadership position, an attractive gross remuneration package of approx. € 80,000.- per year (based on full-time employment, 14 salary installments per year) is provided. A corresponding adjustment is absolutely possible for our client, depending on your specific qualifications, seniority, and relevant professional experience

Fulltime

Head of Customer Support – B2B SaaS / Technology

Head of Customer Support – B2B SaaS / Technology Permanent Location: UK – Remote...

Location

United Kingdom

Salary:

70000.00 - 90000.00 GBP / Year

DataCareers

Expiration Date

Until further notice

Requirements

Experience leading a customer support, service desk, helpdesk or service delivery function in a B2B environment
Background in SaaS, software, IT services or technology-led customer support
Experience managing SLAs, KPIs, escalations and customer satisfaction metrics
Proven ability to improve, restructure or scale a support function
Experience managing multi-tier support models
Strong people leadership skills, including coaching, performance management and team development
Experience working with ticketing, CRM or service management tools
Strong stakeholder management skills, including the ability to communicate clearly with senior internal stakeholders and high-value customers
Comfortable working across more than one location, region or country

Job Responsibility

Lead and develop a customer support function across multiple locations
Define and embed best practice for excellent B2B customer service
Design, implement and improve a multi-tier support model, such as Tier 1, Tier 2 and Tier 3 support
Establish clear KPIs and performance metrics, including response times, resolution times, SLA achievement, escalation rates and customer satisfaction
Use ticketing data and operational insight to identify bottlenecks, improve workflows and drive continuous improvement
Optimise support tools such as Zendesk, Jira Service Management, Freshdesk, Salesforce Service Cloud or similar
Coach, mentor and develop support leads and support agents
Manage team performance, workload, resource planning and cross-location coverage
Act as an escalation point for high-value B2B customers and critical service incidents
Work closely with Product, Engineering, Revenue and Operations teams to improve customer outcomes

Fulltime

Head of Operations

We are seeking an experienced and commercially driven Head of Operations to lead...

Location

United Kingdom , Kent

Salary:

75000.00 GBP / Year

14forty

Expiration Date

Until further notice

Requirements

Significant senior operational leadership experience within catering, hospitality, retail, foodservice, or a related environment
Proven success managing a large, complex operation with multiple outlets and service offers on a single site
Strong people leadership skills with experience managing and developing large teams through direct and indirect reports
Excellent client relationship management and stakeholder engagement skills
Strong commercial and financial acumen, with responsibility for budget management, revenue generation, and cost control
Experience growing retail sales and enhancing customer engagement through innovative food and service concepts
Ability to use customer insight, operational data, and technology to drive decision-making and improve performance
Excellent communication, influencing, and problem-solving skills
Strong understanding of Health & Safety, Food Safety, and operational compliance requirements
Passion for food, hospitality, and delivering exceptional customer experiences

Job Responsibility

Lead the overall operation of a large, multi-outlet foodservice and hospitality environment, ensuring consistently high standards across all areas
Build and maintain a positive and collaborative relationship with the client, acting as a trusted partner and key point of contact
Drive a culture focused on customer service excellence, innovation, and continuous improvement
Ensure all outlets are appropriately resourced, supported, and managed to deliver outstanding service and operational efficiency
Lead, coach, and develop a large management and frontline team, creating clear accountability and opportunities for growth
Deliver agreed financial targets, including revenue growth, profitability, labour management, and cost control
Analyse performance data and customer insight to identify opportunities to improve participation, customer satisfaction, and commercial performance
Ensure retail pricing strategies are implemented effectively and in line with company and client requirements
Monitor customer feedback and satisfaction surveys, implementing meaningful action plans to enhance the customer experience
Drive innovation across food, retail, hospitality, and service delivery, introducing new concepts and initiatives that add value for customers and clients

What we offer

competitive salary
excellent benefits package
genuine opportunities for career development and progression

Fulltime

Head of Technology, Intelligence Ventures

The Head of Technology serves as the chief technology officer of a new behaviora...

Location

United States , New York

Salary:

263200.00 - 393800.00 USD / Year

Spectrum

Expiration Date

Until further notice

Requirements

Deep expertise across the full intelligence platform stack — including distributed data pipelines, ML platform architecture, embedding systems, feature stores, agent-to-agent API design, and LLM-powered application layers — with demonstrated ability to architect and ship all layers as a coherent, production-grade product
Demonstrated experience architecting and operating consumer data intelligence or data product platforms underpinned by complex machine learning systems and built on modern, cloud-native data infrastructure
Hands-on proficiency with Snowflake (including Cortex, Native Apps, and data sharing frameworks), cloud data platforms (AWS, Azure, or GCP), and production ML/AI systems at scale
Experience building agentic AI systems and LLM-powered product interfaces — including agent-to-agent APIs, retrieval-augmented generation architectures, and natural language UIs grounded in proprietary data — with strong product instincts around accuracy, trust, and user experience for non-technical enterprise audiences
Proven ability to translate complex technical architecture into clear executive and partner-facing communications
comfortable engaging at the C-suite level and in strategic partner negotiations with hyperscalers and technology platforms
Strong understanding of privacy-preserving data architecture, including differential privacy, de-identification techniques, zero-copy and clean room frameworks, and the regulatory landscape governing consumer behavioral data
Track record of recruiting and developing exceptional engineering talent in competitive markets
experience building high-performance teams from early-stage through scaled operations
Experience managing external development partners and outsourced engineering resources alongside an internal team in a fast-moving, build-from-scratch environment

Job Responsibility

Own the end-to-end technical architecture of the platform — from large-scale network signal ingestion and processing through behavioral embedding generation, feature store construction, and zero-copy intelligence delivery to enterprise partners — ensuring the platform is production-grade, built for household-scale throughput, and designed for long-term extensibility across new signal sources and use cases
Lead the build of the platform’s cloud-native data and application infrastructure — including ingestion and transformation pipelines, ML/AI compute environments, zero-copy partner access frameworks, and a real-time agent-to-agent API layer that enables external AI systems (marketing agents, commerce agents, customer service agents) to query household-level intelligence and receive contextually grounded responses
Serve as the technical lead in strategic partner integrations with cloud, data, and AI platform providers, ensuring each integration is architecturally differentiated and aligned with the platform’s cloud-agnostic, API-first design principles
Architect and deliver a business-facing agentic intelligence interface — a natural language UI that allows non-technical marketers, planners, and business users to query household behavioral intelligence, surface demand signals, and take action without requiring data or engineering support
Build and manage a world-class engineering organization capable of competing for talent with the leading technology and data infrastructure companies

Fulltime

Head of Customer Success

Lead and empower a global Customer Success team at SaleCycle, safeguard revenue,...

Location

France , Paris

Salary:

Not provided

SaleCycle

Expiration Date

Until further notice

Requirements

Minimum of 6+ years’ experience in Customer Success, Account Management, or a related role, with at least 3+ years in a people management position
Strong track record managing portfolio health, retention, and revenue risk
Experience working with KPIs, operational reporting, and CRM tools such as HubSpot
Excellent communication, stakeholder management, and leadership skills
You have excellent spoken, written and reading skills in French and English, and any additional languages you speak would be a plus

Job Responsibility

Customer Success Operations & Portfolio Health: Own the operational effectiveness of the Customer Success function, implementing and refining processes and tools that enable consistent, scalable delivery
Ensure strong CRM discipline and data accuracy across the team to support reporting, visibility, and data-driven decision-making
Actively manage the value, health, and risk profile of the team’s client portfolio, identifying revenue risks, resolving challenges, and proactively preventing client churn
Identify operational gaps and continuously improve ways of working to increase efficiency, clarity, and impact
Strategy, Optimisation & Scale: Lead the evolution of the Customer Success model, building a high-performing, scalable function that delivers strong customer outcomes efficiently across a large portfolio of accounts
Develop and enhance existing frameworks, processes, and service models to ensure the team can grow sustainably while maintaining quality and impact
Identify opportunities to automate, simplify, and optimise the customer journey through playbooks, segmentation, digital engagement, and smart use of technology
Create clear success motions for onboarding, adoption, retention, expansion, and risk management tailored to the Adopters segment
Use data, insight, and experimentation to continuously improve team productivity, customer engagement, and commercial performance
Scale and develop the team structure over time, ensuring the right people, capabilities, and operating model are in place to support business growth

What we offer

Flexible hybrid working
The Swile card to help cover your lunch expenses
Full coverage of the Alan health insurance plan
A day off on your birthday
Additional leave based on seniority
Regular events and after-work gatherings
Two remote work days per week
Up to 28 days of remote work from abroad per year
A monthly 'well-being and engagement' budget for each employee

Fulltime