Location: Sheffield - Hybrid - 3 days office and 2 days WFH
Salary: Up to £70k plus benefits
Ref: AMR 239
Type: 12 Months Full Time Fixed Term Contract, Maternity Cover
At Anna Maher Recruitment, we’re proud to be partnering with an international SaaS EdTech leader that's redefining how technology supports schools and teachers worldwide. They’re seeking a Head of Customer Operations to join their team on a 12-month maternity cover contract – a role that's critical to driving ongoing digital transformation.
This is not a “caretaker” position. It’s a genuine leadership opportunity to improve customer outcomes through smarter processes, AI-driven tools, and scalable operating models.
Key Responsibilities
- Lead the customer operations function across several product lines, ensuring a best-in-class customer experience.
- Drive digital transformation – focusing on automation, AI chatbots, and self-service platforms.
- Partner with Product and Technology teams to enhance tools and workflows.
- Improve efficiency and customer satisfaction using data, insight, and continuous improvement.
- Lead and develop a high-performing team with a clear focus on KPIs and NPS.
- Manage capacity, resources, and recruitment to support service delivery.
What You’ll Bring
- 5+ years’ experience in a senior customer operations leadership role.
- Proven success delivering transformation across people, process, and tech.
- Experience in SaaS or EdTech organisations (highly desirable).
- Strong understanding of CRM, Helpdesk, and AI tools (e.g., CCaaS platforms).
- Knowledge of contact centre strategy, cost-to-serve metrics, and service design.
- Calm, decisive leadership during times of change.
What’s on Offer
- Up to £70,000 basic salary
- 25 days holiday rising to 30
- 5% pension (post-probation)
- Modern city-centre offices
- Hybrid working model
- Monthly socials & strong L&D programme
- Cycle to Work Scheme, Life Assurance, and more
Why Apply?
This is an exciting opportunity for a Digital Head of Ops Manager ready to make an impact in a tech-forward environment. You’ll join a purpose-led business making a real difference in education, while playing a lead role in a high-profile transformation programme.