Client Operations Lead

TL;DR

Client Operations Lead (Delivery Management): Leading customer-facing operations and service delivery teams to ensure operational excellence and long-term partnership success. Focus on driving business transformation, optimizing service performance, and managing complex customer escalations to achieve strategic and contractual goals.

Location: Must be based in Nottingham, UK

Company

hirify.global is a global platform-powered leader in unified commerce for shopping and dining, serving customers in more than 35 countries.

What you will do

• Lead and develop client operations and analytical teams to ensure high performance.
• Own the end-to-end customer experience, balancing service excellence with cost-to-serve objectives.
• Partner with Sales to develop customer solutions and identify revenue growth opportunities.
• Drive margin expansion and manage operational KPIs and SLAs.
• Lead customer escalations, outages, and crisis management activities.
• Establish a data-driven culture to optimize processes and improve operational performance.

Requirements

• Must be based in Nottingham, UK
• 5+ years of senior leadership, operations management, and customer experience expertise.
• Proven success managing multi-location operations.
• ITIL and/or Agile certification with expertise in incident and escalation management.
• Strong commercial acumen with experience managing budgets and P&L.
• Excellent communication, coaching, and stakeholder management skills.

Culture & Benefits

• Global inclusive work environment.
• Commitment to equal employment opportunity.
• Opportunities for professional growth and leadership development.
• Focus on data-driven decision making and operational excellence.