Customer Operations Manager

Client - Lead Telecoms BusinessRole - Customer Operations Manager

Location - Dublin

Hybrid (one day a week from home)

My client are a growing telecoms business based in Dublin. They’re a leading a broadband revolution, bringing high‑speed, future‑ready internet to homes and businesses nationwide. Completing a major transformation: retiring their LTE network, accelerating a fibre‑first strategy, and building the foundations for long‑term growth.

Their culture is built on integrity, open communication, and a shared commitment to doing right by the customer. They challenge each other, support each other, and celebrate wins together. A place for people who want to make an impact, grow their skills, and shape the future of a business with purpose.

The Role

The Customer Operations Manager is a central leader in delivering the reliable, customer‑first experience. You will manage their offshored Level 1 Support Team in Armenia and their Level 2 Support Team in Ireland, while building Level 2 capability within Armenia. You will also own service delivery across FTTH and mobile broadband, ensuring installations, cancellations, and service changes run smoothly and in line with agreed SLAs.

You will act as the company’s escalation point for complex customer issues, ComReg matters, and GDPR concerns — and serve as a visible champion of the customer across the organisation.

This is a hands‑on operational role suited to someone energetic, structured, and experienced in FTTH and mobile broadband environments. You will strengthen processes, elevate training, and build the performance metrics that drive continuous improvement.

ResponsibilitiesLead & Develop High‑Performing Teams

• Manage and coach the outsourced Level 1 team in Armenia (which is led by a strong local manager), ensuring strong communication, clear expectations, and consistent performance.
• Lead and develop the Level 2 team in Ireland, while building future Level 2 capability within Armenia.
• Deliver structured onboarding and continuous training programmes to ensure consistent technical capability and customer service excellence.
• Identify skills gaps and implement targeted upskilling plans to support operational readiness and future growth.
• Ensure teams are fully trained on new products, tools, processes, and regulatory requirements.

Own Service Delivery Across FTTH & Mobile Broadband

• Take full ownership of service delivery across customer operations, ensuring installations, activations, cancellations, and service changes follow agreed processes and SLAs.
• Lead the in‑house service delivery team, including four installers, ensuring high‑quality field execution and customer experience.
• Coordinate closely with engineering, network operations, and provisioning teams to ensure smooth delivery of FTTH and mobile broadband services.
• Monitor service performance, identify bottlenecks, and drive improvements that enhance speed, quality, and customer outcomes.
• Manage Operational relationships with our key network operators and partners at the operational level including quarterly reviews to ensure best in class service for customers.

Escalation, Compliance & Customer Advocacy

• Act as the company’s escalation point for complex customer issues, ComReg complaints, and GDPR‑related queries.
• Serve as a visible champion of the customer, ensuring their voice is represented in operational decisions and improvements, including developing relationships and linkage across the organisation including Product Management, Sales and Marketing and Technology & Operations.
• Ensure escalations are handled promptly, transparently.
• Promote strong GDPR and privacy‑by‑design practices across support operations.
• Ensure all support processes, communications, and service commitments meet ComReg regulatory requirements.

Drive Operational Excellence

• Own end‑to‑end support operations, ensuring SLA adherence, customer charter compliance, and timely issue resolution.
• Strengthen processes for triage, escalation, and cross‑team handover to improve speed and quality of resolution.
• Maintain high‑quality documentation, including knowledge bases, SOPs, and troubleshooting guides.
• Develop and manage core operational metrics such as First Contact Resolution, Average Handling Time, Activation Rates, and Churn Drivers, using insights to drive improvements.

Shape the Customer Journey

• Work as a key contributor and cross‑functionally with Product, Technology, Sales, and Customer Care to refine the end‑to‑end customer journey.
• Lead initiatives that reduce friction, improve satisfaction, and elevate the overall customer experience.
• Provide structured insights to product and engineering teams based on recurring customer challenges.

Optimise Tools & Technology

• Oversee the effective use of support platforms, including ticketing systems, monitoring tools, and CRM (MS Dynamics).
• Identify opportunities for automation, workflow optimisation, and improved tooling.
• Ensure teams are confident and capable in using new tools and features.

Qualifications

• Experience in customer operations, technical support, or service delivery roles within telecoms, utility, or technology environments.
• Strong understanding of Level 1 / Level 2 support structures, escalation management, and incident response.
• Familiarity with FTTH and/or mobile broadband provisioning and support processes.
• Knowledge of GDPR, data privacy principles, and regulated environments.

Preferred Skills & Experience

• Experience leading and managing performance of an outsourced or multi‑geography support teams, including a willingness to travel from time to time, likely once per quarter.
• Strong process mindset with the ability to simplify, standardise, and scale operational workflows.
• Hands‑on leadership style with the ability to dive into detail when needed.
• Analytical capability with experience of developing and using dashboards, KPIs, and operational metrics.
• Excellent communication, coaching, and stakeholder management skills.