Customer Operations Manager

About the role

We are seeking an experienced Customer Operations Manager to lead our Customer Experience & Quality function in Dublin. This senior leadership position will shape the voice of the customer, drive cross‑functional alignment and champion continuous improvement across the organisation.

Key responsibilities

• Lead and develop the Customer Service and Quality teams, fostering a customer‑centric culture.
• Coordinate customer communications, ensuring issues are logged, tracked and resolved across Service, Operations, Logistics, Sales and Quality.
• Manage customer surveys, feedback processes and regular cross‑functional review meetings.
• Oversee quality standards, monitor product or quality issues and drive corrective actions.
• Support Area Sales Managers with visibility of customer risks and opportunities, linking experience to commercial performance.
• Track, report and act on customer experience and quality KPIs such as satisfaction, complaint trends and retention.
• Coach and develop team members, building accountability and continuous‑improvement capabilities.

Required profile

• Proven leadership and people‑management experience in customer‑facing environments.
• Excellent communication, coordination and stakeholder‑management abilities.
• Strong commercial awareness with a customer‑focused mindset.
• Experience managing operational processes and quality standards.

Required skills