Director, AI-Powered Customer Operations

Zalando; Cheltenham; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading fashion e-commerce company is seeking a Director of Customer Operations passionate about enhancing customer experience and operational excellence. This role focuses on defining customer operations strategy, leading a high-performing team, and optimizing AI-driven service management. The ideal candidate has a minimum of 7 years’ experience in customer service or ITSM and possesses strong leadership skills. Join us in building a diverse, inclusive workplace with a strong commitment to work-life balance.

Benefits

Employee shares program

40% off fashion and beauty products

2 paid volunteering days a year

Hybrid working model

Work from abroad for up to 30 days

27 days of vacation

Relocation assistance

Health and wellbeing options

Mental health support

Qualifications

• Minimum 7+ years of leadership experience in Customer Service, Customer Operations, or IT Service Management.
• Proven experience in implementing ITSM solutions.
• Excellent understanding of modern IT architectures and APIs.

Responsibilities

• Manage relationships with customers to ensure satisfaction.
• Develop customer operations strategy supporting business growth.
• Lead deployment of AI-First ITSM platform.

Skills

Customer Operations Strategy

Leadership

IT Service Management

Communication

Education

Completed degree in Business Administration, Business Informatics, Engineering

Tools

Salesforce

Atlassian Suite

Job description

A leading fashion e-commerce company is seeking a Director of Customer Operations passionate about enhancing customer experience and operational excellence. This role focuses on defining customer operations strategy, leading a high-performing team, and optimizing AI-driven service management. The ideal candidate has a minimum of 7 years’ experience in customer service or ITSM and possesses strong leadership skills. Join us in building a diverse, inclusive workplace with a strong commitment to work-life balance.