Customer Operations Manager

About the role

As a customer‑centric organization, we are looking for a Customer Operations Manager to shape our service delivery model through appointed Sales Partners. Reporting to the COO, you will act as the vital link between partner requirements and fulfilment, ensuring a seamless, high‑quality experience for every client.

Key responsibilities

• Own the end‑to‑end relationship with Sales Partners, overseeing onboarding, implementation, training, adoption, retention and satisfaction.
• Serve as a trusted strategic advisor, driving continued value of our products and services.
• Communicate with senior internal and external stakeholders to understand needs, maximise retention and growth, and share learnings.
• Coordinate workflows among project teams and third‑party providers to meet delivery timelines.
• Prepare documentation and templates to capture customer requirements, fulfilment processes and reporting.
• Ensure all solutions are delivered to the highest standards, on schedule, and approved before go‑live.
• Resolve technical issues promptly through clear communication and expectation management.
• Exercise independent judgment to choose the best methods for issue resolution and customer satisfaction.

Required profile

• Client‑obsessed, solution‑driven and highly collaborative.
• Excellent communicator able to engage senior management and diverse stakeholder groups.
• Strong problem‑solving, mediation and adaptability skills.
• Positive, can‑do attitude with a willingness to go the extra mile.

Required skills