Customer Operations Director

Lendscape is a leading technology provider to the global secured finance market.

We’re dedicated to helping financial institutions unlock cash flow and deliver exceptional lending experiences for their SME customers through innovative technology. Our software underpins the secured lending operations of over 130 banks and finance providers across the globe.

Headquartered in London, with regional offices in California and Singapore, Lendscape is home to a team of over 180 talented professionals.

Your Opportunity to Champion Customer Success and Drive Operational Excellence!
Are you a senior operational leader who thrives on creating seamless customer experiences, leading high performing teams, and ensuring technical excellence? We’re looking for a Customer Operations Director to join our leadership team and shape the post-onboarding customer journey.

In this pivotal role, you’ll oversee Service Delivery, Support Analysts, and customer facing technical teams. From managing incidents and software upgrades to driving cross functional collaboration, your impact will be felt across the organisation. If you’re passionate about improving service quality, fostering customer trust, and enhancing product stability, we want to hear from you.

Main Function
The Customer Operations Director leads the post onboarding experience for our customers. Responsible for platform stability, customer satisfaction, and operational performance, this role oversees incident management, bug resolution, and upgrade delivery. You will also manage Reporting and Technical Consultancy teams, supporting both live and onboarding projects.

Working closely with Engineering, Product, Delivery, and Sales, you’ll ensure customers receive high quality, consistent service and value from our platform.

Responsibilities & Duties

Incident & Issue Resolution

• Oversee a high performing support function and drive continuous improvement
• Ensure SLAs are met and service is restored swiftly with minimal disruption
• Implement intelligent monitoring, analytics, and proactive incident prevention
• Lead effective root cause analysis and manage problem resolution processes

Software Upgrades & Release Management

• Own planning and execution of all customer software upgrades
• Work cross functionally with Engineering and Product to coordinate releases
• Ensure customer communication is timely and effective throughout the upgrade process
• Track post upgrade stability and resolve any issues quickly

Operational Leadership

• Lead and grow a team of Support Analysts, Service Delivery Managers, and technical consultants
• Establish best-in-class customer support frameworks and metrics
• Champion operational excellence across customer touchpoints

Customer Relationship & Communication

• Act as an escalation point for high priority accounts and issues
• Implement a customer governance framework to track and manage feedback
• Support a best-in-class support portal and knowledge base experience
• Own and advocate for the voice of the customer internally

Cross-Functional Collaboration

• Align closely with Product to address customer pain points and shape future roadmap
• Partner with Engineering to prioritise bugs, tech debt, and critical fixes
• Work with Sales and Delivery to ensure a smooth transition from implementation to support
• Promote product led thinking and encourage customer adoption of best practice

Skills and Competencies

• Proven leadership in customer operations, technical support, or SaaS service delivery
• Strong experience with SLA management, service frameworks (e.g., ITSM), and reporting
• Exceptional incident management and release coordination experience
• Ability to influence across Product, Engineering, Sales, and Customer teams
• Strong communicator with a data driven and solutions oriented mindset
• Skilled in leading technical teams and working collaboratively across departments

Experience and Knowledge

• Experience in a senior leadership role within enterprise software or SaaS
• Track record of managing support operations, release cycles, and customer success strategies
• Familiarity with customer governance models and proactive incident frameworks
• Passion for customer outcomes and service innovation
• Comfortable engaging with senior customer stakeholders and high value accounts

• Pension with Scottish Widows: 9% total (5% employee, 4% employer)
• Life assurance with Aviva
• Private medical insurance with Vitality
• Bupa health cash plan
• Employee Assistance Programme via Unum
• Discounted corporate gym membership at Virgin Active
• Access to Udemy for Business for learning and development
• Cycle to Work scheme
• Free financial and pension advice
• Free eye test and VDU glasses voucher through Specsavers
• Up to 5 paid volunteering days per year

Our culture
We are very proud of our culture and our way of working. Below are our shared values and behaviours that make up our work environment and our day-to-day experience at Lendscape.

Achieve great things, together: We are supportive and empathetic, always available to lend a hand when needed.
Go above and beyond for customers: We are customer centric and give 100% to deliver exceptional outcomes.
Embrace every opportunity: We’re inspired by opportunities to sustainably grow ourselves, Lendscape and our customers.
Rise to the challenge: We are self-motivated, empowered with flexibility and autonomy to work in our best way.

What to expect
We appreciate you taking the time to apply to this role with us, and we are committed to making your journey with us as positive as possible. Interviews are a team effort and we’re keen to address any queries you may have and to determine if you equally feel if we are the right choice for your career.

Lendscape is for everyone
Lendscape is passionate about ensuring that we remain a top performing business and a fantastic place to work - a place where everyone is comfortable to work. We’re a business that values equal opportunities for all and we celebrate the unique and diverse backgrounds and experiences of each individual.

We look forward to connecting with you.