Head of Customer Operations

This is a fully remote position, open to applicants in Poland, +5 more states.

📋 Description

• Lead the Customer Operations team while serving as a senior functional leader across Whisk.

• Enhance Whisk’s Customer Operations operating model, processes, tools, and organizational structure.

• Develop automation, tools, operational support systems, metrics, and foster data-driven continuous improvement.

• Ensure that new products and features are operationally prepared for launch, including support processes, documentation, tooling, training, knowledge management, and escalation pathways.

• Improve Tier 1 and Tier 2 support and appropriately route engineering-specific product issues.

• Manage customer-facing incident management, which includes operational responses, stakeholder communications, executive updates, post-incident assessments, and ongoing improvement.

• Establish and maintain operational relationships with third-party platform partners.

• Enhance Voice of Customer capabilities and convert customer feedback into insights for Product, Engineering, Design, QA, and Samsung.

• Advocate for user data governance alongside Product, Engineering, Legal, and Security teams.

• Build trusted relationships throughout Samsung and address strategic and operational gaps.

⛳️ Requirements

• Extensive experience in leading Customer Operations, Customer Experience Operations, Service Operations, Technical Support Operations, or a comparable operational function.

• Proven experience in designing and evolving operating models, processes, and tools.

• Demonstrated capability to integrate AI and automation within Customer Operations.

• A history of developing scalable support organizations in a dynamic technology environment.

• Ability to influence Product, Engineering, QA, Design, Research, and executive stakeholders without formal authority.

• Experience in building partnerships with external customers or strategic partners.

• Ability to establish operating rhythms, align teams, manage priorities and trade-offs, and translate strategy into actionable execution.

• Experience in leading, coaching, and developing high-performing teams.

• A collaborative leadership style that balances empathy with accountability.

• Comfortable contributing as a company leader beyond the Customer Operations function.

• Candidates located outside the UK will be engaged as independent contractors and will be responsible for their own taxes.

• Candidates based in the UK will be employed as full-time employees.

🏝️ Benefits

• 100% remote work.

• Flexible work culture.

• Opportunity to collaborate with a global team.

• Autonomy and high accountability.

• Chance to influence company strategy and organizational priorities.

• Opportunity to develop a scalable Customer Operations function.