Customer Service Operations Manager

We are open to applications from across Europe for this role

 

We are seeking a highly motivated and ambitious Customer Service Operations Manager to help drive the evolution of our Customer Account Management operating model.

This role will play a central part in improving how customer cases are handled, how information flows through our organisation, and how our chatbot and knowledge systems underpin exceptional customer service.

This is a hands-on operational design and continuous improvement role. You will work directly with the Customer Account Manager leadership and specialist teams to improve the processes, workflows, scripts, decision trees, and triage mechanisms that determine how customer queries are resolved. You will play a key role in developing and improving our new chatbot’s knowledge base and conversation flows, ensuring it provides accurate, nuanced, and (where necessary) country-specific guidance across our global customer base.

You will analyse performance, identify issues, propose process changes, rewrite scripts, refine escalation paths, and help shape governance around how changes are tested, approved, and released.

The role requires strong analytical capability, excellent problem-solving skills, and the ability to influence senior leaders, while operating independently in a fast-paced environment.

We are looking for a commercially minded, operationally sharp process owner who thrives at the intersection of technology, service operations, and customer experience, and who is excited by the challenge of designing scalable, efficient, and customer-centric processes for a global business.

 

Key Responsibilities

Operational Process Improvement

• Lead improvements to the Customer Account Manager operating model, focusing on ticket routing logic, case workflows, escalation paths, SLAs, and root-cause identification.
• Analyse performance trends to identify inefficiencies, and quality gaps, proactively recommending changes that reduce case volume, and improve end-to-end resolution times.
• Work closely with team leaders to ensure processes are simple, scalable, and consistently applied across all Customer Account Management teams.
  
  

Chatbot & Knowledge Base Ownership

• Take hands-on responsibility for improving the chatbot’s scripts, knowledge base articles, conversation flows, and logic paths.
• Ensure content is accurate, nuanced, country-specific where required, and aligned with internal processes and policies.
• Continuously refine how the chatbot interprets queries, ensuring it recognises intent, handles variations in language, deflects queries where possible, or routes customers correctly first time if cases are required.
• Identify areas where customer sentiment is negative and refine scripts, logic, or knowledge content to improve outcomes.

Performance & Quality Management

• Analyse operational reporting across first-time resolution, case deflection, NPS/sentiment, SLAs and overall case handling times.
• Use insights to drive continuous improvement, including targeted content updates, process redesign, training interventions, or escalation logic changes.
• Work with data and analytics teams to shape dashboards that provide clarity on performance and operational effectiveness.

Governance, Release Management & Standards

• Help define and implement governance around how chatbot and process changes are proposed, tested, approved, and deployed.
• Establish clear standards for documentation, version control, knowledge updates, and operational alignment.
• Ensure that changes are made safely, consistently, and in line with evolving company policy.

Stakeholder Engagement & Cross-Functional Collaboration

• Partner with the Customer Account Management leadership, Business Analysts, Technology teams, and wider Operations Transformation stakeholders.
• Work closely with the Customer Account Managers to gather insights, understand pain points, and validate proposed solutions.
• Influence senior leaders to secure alignment, support, and prioritisation for proposed improvements.

Training & Change Support

• Support the development of training materials and reference guides for Customer Account Management teams, and (as required) centre staff, as new processes or chatbot capabilities are introduced.
• Ensure operational teams clearly understand changes and can adopt new ways of working confidently.
  
  

Skills & Experience

• Experience in process improvement, service operations, or customer support optimisation.
• Strong analytical capability, comfortable interpreting data and using insights to drive operational decisions.
• Hands-on experience designing or improving workflows, scripts, conversation flows, or decision trees.
• Exceptional problem-solving skills with the ability to break down complex issues and propose clear, structured solutions.
• Ability to influence senior leaders and collaborate across global teams.
• Practical experience working closely with technology, digital, or AI-enabled service tools.
• Excellent communication skills, able to translate operational complexity into clear actions or instructions.
• Proactive, independent, resilient, and comfortable working in a fast-paced, ambiguous environment.
• Experience in large-scale operational environments or multi-location service teams (desirable).

About the company

IWG has been at the forefront of flexible working for more than 30 years. With over 5,400 locations around the globe, spanning brands including Regus, Spaces, Signature and HQ, we have made it possible for businesses of all sizes to make the transition to hybrid working, empowering employees to work wherever and whenever is most convenient.

We help more than 8 million people and their businesses to work more productively, supported by a choice of professional, inspiring and collaborative workspaces, communities and services.

As the world’s leading provider of hybrid work solutions, with four times the number of locations compared to its nearest competitor, IWG is already working with over 80% of the Fortune 500 and counts businesses including Amazon, Netflix, EY and Uber amongst its customers.

Companies of all sizes are shifting to flexible working to lower costs, improve employee retention and lower their carbon emissions. The flexible workspace is expected to grow by 600% by 2023, when 30% of all office space will be hybrid. We are growing our network faster than ever to keep up with demand from customers as we work towards our goal of reaching 30,000 centres.

 

Carbon Neutral Workplaces
IWG’s purpose of helping everyone have a great day at work, while protecting people and the planet is at the heart of everything we do. We are proud to supply all of our customers worldwide with carbon neutral workplaces, and we have a strong climate action plan in place to help us achieve our objective of Net Zero emissions by 2040.

Leading Employer Award
IWG is proud to be the recipient of a Leading Employer Award in both 2022 and 2023. Awarded exclusively to the top 1% of employers, the accolade is testament to our diverse global workforce and the role everyone plays in bringing our purpose, culture and values to life, every single day. 

 

Join us at https://careers.iwgplc.com/home