Want to join the Netflix for Cars
We are seeking a dynamic Head of Operations to lead and optimise our customer success team, logistics operations, and risk management functions. The ideal candidate will be tech-savvy with exceptional relationship-building, training, and who doesn't mind rolling up their sleeves to get the job done. Expertise in customer experience design, call center management, retention optimisation, process improvement, data analysis, and logistics management is essential.
Key Responsibilities
- Own and continuously improve the end-to-end customer journey, with a strong focus on subscriber retention and customer lifetime value.
- Lead, coach, and manage the concierge and call centre teams to deliver high performance across customer satisfaction, retention, and revenue-related KPIs.
- Identify and implement service-led upsell and cross-sell opportunities in partnership with Sales, Business Development and Marketing.
- Standardise and document processes to support scalable, repeatable success to help drive growth.
- Define and continuously improve FLUX risk policy, overseeing eligibility and risk management processes to mitigate exposure to accidents, fraud, and theft, while balancing frictionless customer onboarding.
- Manage key operational vendors to ensure service quality, cost efficiency, and alignment with customer experience objectives.
- Leverage data, dashboards, and insights to optimise retention funnels and customer engagement strategies.
What Are We Looking For
- Minimum 8 years of relevant experience, with a strong track record in scaling customer-facing operations and driving retention and revenue outcomes.
- Demonstrated success partnering with commercial teams to influence upsell, cross-sell, or renewal performance.
- Exceptional communication and influencing skills, with the ability to align diverse stakeholders around customer and commercial goals.
- Ability to recruit quality talent in a short amount of time.
- Experience leading for cross-functional initiatives, pilots, and full-scale rollouts.
- Highly organised, execution-focused, and accountable.
- Thrives in fast-paced, high-ownership environments.
Why Join FLUX
- Direct ownership of retention and growth levers, not just service delivery.
- Opportunity to shape how customers engage, stay, and grow with the platform.
- High-impact role with visibility at leadership level.
- Competitive compensation with equity participation.
- Dynamic startup environment with strong growth and leadership runway.
