Head of Customer & UK Operations – Software/Marketplace Scale-up
# Head of Customer & UK Operations – Software/Marketplace Scale-up **Comfy Workers** · Bedford · `On-site` 🕒 **Статус:** *Опубликовано: вчера* · *Источник: Indeed* --- ### About the Role Are you an exceptional people leader who gets the best out of others and naturally earns trust across a business? Are you obsessed with the customer — not just service, but the full journey, outcome and what makes customers stay and grow? Do you want a bigger leadership challenge in a small technology business where your influence extends far beyond one team? We’re looking for an exceptional customer and people leader to become a senior leadership presence in our UK business. This is not a conventional Head of Operations role. You will directly lead Booking Experience, Operations and Finance, but your impact will be broader: championing the customer and helping Sales, Product and Operations work together around the outcomes that matter most. Comfy Workers is a growing B2B technology marketplace for workforce accommodation. We are deliberately building a small, high-capability organisation, so senior leaders stay close to customers, people, product and commercial performance. You will be the most senior operational leader based in the UK. Sales and Product retain their own reporting lines, but you will be expected to influence, challenge and align across those teams — particularly where customer experience and commercial performance cross functional boundaries. This should suit someone who has already had meaningful leadership responsibility in a small startup or scale-up and now wants a broader challenge, more ownership and the opportunity to shape how a company develops. What You’ll Do Lead people exceptionally well Lead, coach and develop the Booking Experience, Operations and Finance teams, creating clear expectations, high standards and accountability. Act as a trusted senior leadership presence across the Bedford team, including colleagues who do not report to you. Champion the customer and commercial outcome Own a deep understanding of the customer journey - from first request through booking, stay, issue resolution, extension and repeat business. Use customer insight and data to identify friction, improve outcomes and connect experience to conversion, retention, repeat bookings and account value. Influence Product and lead across functions Understand our platform deeply enough to know what good product and user experience look like, champion adoption and turn recurring customer insight into useful Product input. Influence teams you do not directly manage, challenge constructively and bring Sales, Product and Operations together around problems that need solving. Improve how we operate Strengthen the processes, systems, ownership and operating rhythms that support a great customer experience. Turn recurring problems into clearer ways of working, automation or product improvements, using technology and AI intelligently to increase the capability of a small team. What You’ll Need to Succeed Exceptional people leadership skills: you have led, coached and developed people successfully and can combine empathy with clear standards and accountability. Genuine customer obsession: you naturally think about the full customer journey, customer outcomes and what needs to change to create a better experience. Strong commercial judgement: you can connect customer and operational decisions to revenue, conversion, retention and account growth. Relevant experience in a small startup or scale-up environment, ideally a technology or technology-enabled business of roughly 10–50 people where leaders had broad, hands-on responsibility. A strong understanding of how technology products create value, what good product and user experience look like, and how adoption affects customer outcomes. The ability to influence without formal authority, diagnose problems clearly and communicate practical solutions. A hands-on, ambitious mindset. In a company of our size, senior leaders operate strategically while remaining close to the detail. Relevant backgrounds You may currently be a Head of Customer Success, Head of Customer Experience, Head of Customer Operations, Customer Director, Customer & Operations Lead, Operations Director, General Manager or in another broad customer leadership role. We care considerably more about the size and stage of company you have worked in, the responsibility you have carried and the quality of your leadership than whether you have previously held this exact title. What success will look like The people you lead are stronger, clearer on expectations and performing at a higher level. You are recognised internally as a trusted senior UK leader who brings the voice of the customer and our operations into leadership decisions. Customer insight is influencing Sales, Product and operational priorities more consistently. You have led measurable improvements in customer, commercial or operational performance. Cross-functional issues are increasingly resolved without needing the CEO or CCO to drive them, and your remit is expanding as your judgement and capability are proven. AI and how we work We are active users of AI to analyse information, improve processes and increase productivity. You do not need to be technical, but we expect senior leaders to be curious, practical and already using AI to accomplish meaningful work. About us Comfy Workers is a B2B marketplace helping construction, engineering and infrastructure firms find and manage accommodation when their teams work away from home. We combine technology with experienced people to manage the booking lifecycle from customer request through sourcing, booking, guest support, extensions and repeat business. Our aim is to remove accommodation as a project risk and operational burden, giving customers greater certainty, faster mobilisation and less friction. We are commercially ambitious, practical and deliberately lean - building capability through excellent people, strong systems, intelligent processes and effective use of technology. Practical Information This role is hybrid; you will be expected to be in our Bedford office 3 days per (Monday, Wednesday and Thursday). The starting salary range is £65,000-£75,000. You will report directly to the CEO, working closely with the Chief Commercial Officer and wider leadership team Pay: £65,000.00-£75,000.00 per year Application question(s): Are you able to work from our Bedford office every Monday, Wednesday and Thursday? Describe the startup or scale-up where you gained your most relevant experience. What did it sell, how many employees did it have, and what stage was it at? Tell us about a team you inherited or led that needed to improve. What did you change, how did you handle people and performance, and what was different afterwards? Give an example of a customer problem or customer-journey issue you identified that had a wider commercial or product impact. What did you do? Education: Bachelor's (required) Work Location: Hybrid remote in Bedford
Наблюдалась 2026-09-25, впервые 2026-09-24, источник — Indeed.