Head of Customer Operations

As Head of Customer Operations at UAB-Online, you lead the department that brings together Customer Support, Implementation, and Customer Success . You are responsible for building a high-performing team that delivers successful client implementations, dependable support, and lasting customer value. Your primary responsibility is to lead and develop the department . You provide direction, set priorities, coach team members, and create the structure and collaboration needed for the department to perform consistently. Alongside this, you personally lead a selected number of client implementations, from discovery and planning through configuration, testing, training, go-live, and handover, with scope and workload aligned to the department’s priorities and capacity . You maintain a clear overview of all active implementations and customer projects. You understand their status, risks, dependencies, capacity requirements, and financial impact, and intervene early when delivery is at risk. For strategic and complex projects, you represent UAB-Online in steering committee meetings and ensure that decisions are made, commitments are clear, and stakeholders remain aligned. In this role, you are an important link between our clients and the internal Product, Engineering, Sales, and management teams. You translate operational insights into clear priorities, handle escalations decisively, and continuously improve the way UAB-Online implements its software, supports customers, and develops long-term customer relationships. What you can expect As Head of Customer Operations, you will have the opportunity to build and develop the department , shaping how Customer Support, Implementation, and Customer Success work together. You will help translate UAB-Online’s business priorities into clear team structures, consistent ways of working, and effective customer delivery, within the company’s standards and policies . The role combines people leadership, portfolio oversight, and hands-on project delivery , with leading and developing the department as your primary focus. You will see the direct impact of your work in a stronger team, successful implementations, and the value customers gain from our platform. Alongside your leadership responsibilities, you will personally lead selected client implementations, with scope and workload aligned to the department’s priorities and capacity. Your work will include: • Building, leading, and developing the multidisciplinary Customer Support, Implementation, and Customer Success department in line with UAB-Online’s business priorities • Setting clear objectives, priorities, roles, and performance expectations for the team • Coaching and developing team members through regular one-to-ones, feedback, and professional development • Building a strong team culture based on ownership, collaboration, transparency, customer focus, and continuous improvement • Managing workforce and capacity planning across support, implementation, and customer success activities • Maintaining oversight of the full portfolio of implementations and customer projects, including scope, planning, milestones, resources, risks, dependencies, and budgets • Establishing and improving department-level project management practices , reporting rhythms, documentation, and governance in line with company standards and policies • Personally leading selected client implementations from discovery through go-live and handover, with scope and workload aligned to departmental priorities and capacity • Providing senior oversight for strategic, complex, or high-risk implementations • Representing UAB-Online in steering committee meetings and maintaining trusted relationships with senior client stakeholders • Ensuring effective handovers betwee