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Director of Customer Operations (b2c)



Posted over 30 days ago...

Elevate Your Career as a Director of Customer Operations at an Innovative Insurance Company


icon Salary

No salary declared 😔

icon Location

London, UK

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In-person- London United Kingdom

icon Expires

Expires at anytime

Organisation summary

Marshmallow is a progressive insurance company revolutionizing the industry by providing fair prices to those moving to the UK. With a focus on serving the underserved, Marshmallow is on a mission to support individuals who dare to be different, offering vital solutions to those who need it most in the world of financial services.

Role Summary

  • Set and achieve ambitious goals and Service Level Agreements (SLAs) for the team.
  • Lead a dynamic team of 150, driving continuous improvement in daily operations.
  • Manage the 'voice of the customer' forum to integrate customer feedback into actionable plans.

Role Requirements

  • Proven track record as a Director of Operations or a similar role.
  • Comprehensive knowledge of various business functions, especially Customer Operations and retention.
  • Proficiency in data analysis and operational performance metrics.
  • Strategic thinker with attention to detail and hands-on problem-solving skills.

Application Process Details

  • Initial call with Talent Acquisition Lead (30 mins).
  • Skill-based interview with the Co-CEO (1.5 hours).
  • Culture fit interview (1 hour).
  • Final interview with both Co-CEOs (1.15 hours).

About Marshmallow We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. We serve people that are often overlooked by financial services companies, solving important problems for people who need it most.

The Role As the Director of Customer Operations, you will be setting ambitious goals and SLAs and holding team members to account. You will be leading the day-to-day operations of a growing team of 150, ensuring we are always improving. You will be responsible for our ‘voice of the customer’ forum - a wide group that listens to customer feedback and creates action plans across the org.

Job Requirements You should have proven experience as Director of Operations or equivalent position. You should have in-depth knowledge of diverse business functions and principles (e.g.Customer Operation and retention.) You should have working knowledge of data analysis and performance/operation metrics. You should be able to think strategically but are also able to get deep into the detail.

Benefits We offer flexible working, competitive bonus scheme, flexible benefits budget, mental wellbeing support, learning and development, private health care, medical cash plan, tech scheme, 33 days holiday (including bank holidays), pension, cycle-to-work scheme, monthly team socials and company-wide socials every month!

Application Details Our Process is broken up into 4 stages: Initial call with Ellie Stainforth, Talent Acquisition Lead (30 mins), A skill-based interview with our Co-CEO (1.5 hours), A culture interview (1 hour), A final interview with both Co-CEOs (1.15 hours).


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