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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in customer operations, focusing on performance management, SLA adherence, and continuous improvement. Proven ability to influence stakeholders and drive process optimization in a fast-scaling environment.
Highest-signal resume keywords
Senior Leadership ExperienceSLA ManagementPerformance ManagementStakeholder ManagementCoaching and Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SLA ManagementWorkforce PlanningQuality AssuranceEscalation ManagementContinuous ImprovementData-Driven InsightCommercial Acumen
Soft Skills
CommunicationAccountabilityTeam Culture Building
Tools & Technologies
ZendeskHelpdesk Platforms
Industry Keywords
Customer OperationsE-CommerceMarketplaceOutsourced Service Management
About the role
Key responsibilities & impact- Lead Lyst’s Customer Operations squad across all channels, optimising quality, speed and scalability
- Own the relationship with the outsourced support partner, including contracts, SLAs and performance
- Run structured performance reviews and governance against quality and service standards
- Manage SLA and KPI performance to align performance, quality and customer outcomes
- Oversee team planning, capacity management and the FY27 ticket forecast
- Lead escalation management and service recovery for complex or high-profile customer and partner issues
- Build a high-performing, engaged team culture focused on communication, accountability and wellbeing
- Lead automation, AI, deflection and process-elimination initiatives
- Own the helpdesk platform review and manage platform changeovers while maintaining SLAs
- Drive process optimisation, service redesign and continuous improvement
- Partner with senior leaders across Product, Lyst Shop, Partnerships, CRM and Finance
- Influence priorities using data-driven insight and commercial rationale
- Report regularly to the Tribe Lead on performance, risks and opportunities
- Coach a Customer Operations Lead and Specialist
- Act as the senior voice of the customer, using insight, data and operational intelligence to influence product and partnership decisions
Requirements
What you’ll need- Senior leadership experience in customer service, customer operations or contact centre operations, ideally within a marketplace, e-commerce or fast-scaling tech business
- Proven track record of managing an outsourced service partner, including SLAs, performance management and commercial contracts
- Strong operational expertise across SLA management, workforce planning, quality assurance, escalation management and continuous improvement
- Experience preparing a service operation for rapid scale and handling partner and merchant issues
- Strong commercial acumen and ability to translate ticket and customer data into clear recommendations and measurable business impact
- Exceptional stakeholder management and ability to influence senior leaders across Product and commercial teams
- Proven ability to coach and develop team members
- Ability to take ownership quickly in an established function
- Marketplace or e-commerce background and understanding of customer and partner issues (nice to have)
- Experience preparing a support operation for rapid growth in volume and complexity (nice to have)
- Hands-on experience with Zendesk or similar helpdesk and help centre platforms (nice to have)
Benefits
Comp & perks- Option to work remotely or from the office on Mondays, Wednesdays and Fridays; office attendance on Tuesdays and Thursdays
- 29 holidays per year in addition to 8 statutory bank holidays
- Enhanced Family Leave for eligible employees
- Paid Time off for Dependents
- Support for Fertility Treatment & Loss
- Annual Lyst clothing allowance starting at £250 and increasing up to £1,000 with length of service
- Comprehensive Vitality private healthcare scheme from the first day
- Annual training allowance of £1,000 for conferences, industry events, training courses and resources
- Pension scheme with minimum 5% employee contribution and 3% employer contribution
- Free annual eye test and discount towards glasses
- Cycle-to-Work Scheme
- Interest-free Transport Season Ticket Loan
- Frequent company-wide and team social events
- Flexible working arrangements discussed