Head of Business & Customer Operations

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.