Customer Operations Transformation Lead

Some roles keep the engine running.

This one redesigns it.

We've partnered exclusively with an established SaaS business at a pivotal stage of growth. They're ready to bring onboard a dedicated transformation hire to reshape Customer Operations from the inside out.

This is an exceptional opportunity for a true systems thinker.

Someone who sees patterns others miss.

Someone who instinctively asks, Why are we doing it this way

Someone energised by pulling processes apart to make them better.

Over 12 months, you will architect the operational backbone that makes customer delivery scalable, consistent and intelligent.

You'll lead the rollout of new systems, with HubSpot implementation and optimisation at the center of your mandate.

You'll rethink workflows, automation gaps, reporting and forecasting structures not just to tweak them, but to rethink them. You'll connect systems that don't speak to each other, automate what shouldn't be manual, and bring clarity where complexity slows progress. You'll ensure new product releases and features land operationally ready.

What sets this opportunity apart is the mindset of the business. Trial, error and iteration is encouraged. The leadership team understands that growth requires evolution and they are investing in capability to make it happen.

A bit about you:

You resonate with all of the above!

You have experience driving customer service operations, designing and transforming systems and workflows in a SaaS / large customer-centric / innovation-led environment.

You've implemented or optimised CRM platforms (HubSpot experience is essential) and successfully modernised tooling ecosystems.

You understand how workflow design directly impacts cost, quality and customer experience, and you're confident influencing across teams to make meaningful change happen.

If you've been waiting for the right platform to step in and shape real transformation, this could be it. Apply online!

Note: This is a confidential search. Company details will be shared with shortlisted candidates. This is initially a 12 month contract, with the opportunity to extend or convert for the right person.