Director of Customer Operations Delivery

We are looking for a visionary, commercially driven and results-oriented Senior Leader to shape the future of global Customer Operations within Customer Sales & Service (CSS), driving exceptional customer experiences, operational excellence and sustainable growth across English & Exams (E&E).

As a key member of the CSS Senior Leadership Team, you will lead B2C Sales, Digital Services Delivery and Operations Delivery, driving customer acquisition, conversion, retention and revenue growth. You will shape and deliver a 3–5 year Customer Operations strategy, harnessing digital innovation, workforce optimisation and continuous improvement to strengthen global service delivery and business performance.

Working closely with the CSS Director, you will act as a trusted strategic adviser, influencing investment decisions, transformation priorities and the CSS Target Operating Model (TOM). This is an exciting opportunity to lead high-performing teams, drive meaningful change and make a lasting impact on customer experience and commercial success across our global operations.

• Define and deliver the 3–5 year Customer Operations strategy, aligning with CSS and English & Exams priorities to achieve measurable outcomes.
• Drive commercial growth through customer acquisition, sales conversion, retention and customer lifetime value.
• Advise the CSS Director on strategic planning, investment and enterprise-wide transformation.
• Champion operational excellence, automation and data-driven innovation to enhance customer experience and business performance.
• Lead B2C Sales, Digital Services Delivery and Operations Delivery, with matrix oversight of Data & Analytics and Training & Quality.
• Develop high-performing leadership teams, strengthen succession planning and foster collaboration, accountability and innovation.
• Establish effective governance, performance management and accountability frameworks.
• Oversee global customer service, sales support and digital operations, ensuring delivery of KPIs, SLAs and service standards.
• Enhance customer experience through NPS, CSAT, CES and customer journey insights.
• Optimise workforce planning, productivity and resource allocation through automation, digital innovation and self-service.
• Maintain global standards for operational resilience, quality assurance and service governance.
• Build strategic partnerships across English & Exams, Marketing, Digital & Technology, Finance, Product and Market teams.
• Influence senior stakeholders and represent Customer Operations in strategic decision-making.
• Lead operational planning, budgeting and resource allocation to maximise efficiency and value for money.
• Manage operational expenditure and drive productivity to achieve financial and commercial targets.

• Make a Global Impact: Lead a diverse, internationally distributed Customer Operations function, influencing customer experience, commercial growth and service excellence across multiple markets.
• Shape the Future: Own and deliver a 3–5 year strategy, driving digital transformation, automation and innovative solutions that redefine how we engage with and serve our customers.
• Influence Strategic Decisions: Join the CSS Senior Leadership Team and work closely with senior stakeholders to shape organisational priorities, investment decisions and transformation initiatives.
• Lead and Inspire: Empower senior leaders, build high-performing teams and foster a culture of collaboration, innovation and continuous improvement.
• Drive Meaningful Change: Play a pivotal role in delivering the CSS Target Operating Model (TOM), creating sustainable improvements in customer experience, operational efficiency and business performance.

Essential: Degre…