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Head of Operations

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  • Contact:

    Melissa Waring

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  • Published:

    4 months ago

MA is delighted to be partnering with Otonomee for their recruitment requirements. Otonomee means self-directed freedom. It is what we believe in for our partners, for our people. As a customer-management partner, we deliver growth and technology solutions globally to fast-scaling businesses. We champion the early stager’s, the trailblazers and the future makers.

Otonomee is forging a new path in the BPO Industry. We consult, analyse, and bring agile people and tech solutions to our client’s business, letting them focus on their core abilities. Growth is our culture, our people are our pulse and at Otonomee, we know that meaningful work can be achieved no matter your location.

Otonomee, Together We Grow.


About the role

We are looking for a senior operations Leader preferably with experience of working in BPO and supporting growing technology companies in an international and multilingual environment. It is a hands-on role and you need to have the ability and experience of building as well as leading.


This is a significant career opportunity for someone who wants to influence, shape and drive the development of an early stage internationally growing business.


The successful candidate will work from home permanently like the rest of our employees.


What you will be doing:

  • Building operations teams from early stage to large scale

  • Building remote teams who are based in international locations and rolling out best practices for day-to-day operations and people management

  • Understanding and managing operations through different stages of the customer lifecycle, including Customer Support, Success, Technical Support and Sales

  • Developing our People – you’ll develop our teams as the next leaders and preparing them to take on more responsibility. You’ll understand the importance of developing people in order to scale an operation while maintaining consistent performance.

  • Performance Manager –

    • Managing an operation to achieve a complex, interdependent set of KPI’s (e.g. CSAT, NPS, Productivity, Financial and People related metrics).

    • Leading people and people managers within an operations context to ensure they drive a culture of high performance and always delivering for our customers.

  • Defining and embedding operational best practices – thorough understanding of practices and techniques used in operations (e.g. DSAT analysis, performance management, MBR /QBR, Coaching and the onboarding of new employees)

  • Leading our continuous improvement approaches

  • Technology advocate – understand the main technologies and their impact on operations and customer experience (e.g. Contact Centre Technology, Automation, AI and Omni Channel solutions)

  • Working with the Operations Support teams – thorough understanding of call Centre support functions and their impact on the operation (e.g. WFM, Reporting, HR, L&D, Training, Recruitment)

  • Client Facing – understand that in outsourcing you are responsible for our customers' customer and that you are representing the client to those customers. Be comfortable managing and developing client relationships.

  • Commercial – understand how to identify commercial opportunities that are win win for client and our business

  • Oversee all operational aspects of company strategy, including to help set strategic goals and to be responsible for the flow of operational info into yourself as CEO

  • Ownership of operational P&L and account margins


About you:

  • You are Passionate about customers. Delivering great customer experiences is in our DNA


  • You worked as a Senior operations leader for over 10 years, with at least 3 years’ experience of working in BPO and supporting growing technology companies in an international and multilingual environment.


  • You have experience of working in Technology companies including some of  eCommerce, SaaS, Fintech and market place platforms.


  • You are passionate about delivering great employee experiences. Our business is our people. Our ability to trust and provide autonomy to our people needs to be at the forefront of our solution.


  • You are a ‘builder’ – we are looking for someone who has experience of building teams and operations, developing people, adding workflows, leveraging technology to support a customer journey. You need to love the thought of growing something.


  • Believe in our geo-friendly model – giving people autonomy is part of our WHY. A key component of this is our geo friendly model. Our ability to remove geography as a barrier to attracting the best talent is critical to our growth strategy.


  • You love to develop people and seeing others come up through as the next leaders.


  • You are a high performer who takes pride in delivering a world class operation and can demonstrate an ability to create a high performing team while meeting the needs and expectations of diverse stakeholder groups.


What you get in return

  • The opportunity to play a leadership role, at an early stage in a business that plans to double in size, every year for the next 5 years.

  • The ability and autonomy to be able to work from where you want in a permanent work from home company.

  • WFH allowance and all equipment required for your home office

  • A competitive salary and bonus

  • Contribution to Health and Pension, DIS

  • The opportunity for quick professional growth

  • Opportunities for flexible working hours and a healthy work-life balance.

  • You can invest time to learn new things in your professional and personal life

  • An open and democratic work culture where everyone can contribute, learn and teach.