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Customer Operations Manager at MyTutor

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  • London
  • fulltime
  • ₤40000 - ₤52000 per year

MyTutor is the UK’s leading online platform for one-to-one learning, and we're on a mission to improve the educational outcomes of thousands of young people. We’re building a future where access to high quality learning is stress-free for those who can afford it, and funded for those who can't.

One-to-one tuition is one of the most powerful ways to improve pupils’ grades, confidence and life chances. Yet it remains out of reach for many. Our handpicked community of tutors work online with students from all walks of life, raising results on average by one whole grade. Over the past 18th months we've worked with the government to provide safe and reliable tuition to more students than ever. We're proud to have worked with over 1,000 schools across the UK, and our tutors have given over a million lessons.

Since last March, we've scaled up while working remotely and kept a working environment that encourages collaboration and support. We always prioritise our team wellbeing and development. Everyone has the option to use our hotdesking app, Desana and, once Covid regulations ease, we’ll have a permanent office space in London for people who want to come in.

We have a fun and caring culture with lots of social activities run by our team. You can find your zen in team Yoga on Mondays, sweat it out at our Product Manager Jess's Bootcamp on Fridays (not for the faint-hearted) or join a remote chocolate tasting via Zoom. We have company socials every month and there are chances every week to sit down with someone for a cuppa and a chat.

The role in a nutshell

With pupils losing ca. 2.5h/day of learning since the pandemic started, MyTutor’s service has had to scale extremely quickly to cope with the increased demand. As a Customer Operations Manager, you will be responsible for leading one of Customer Operations teams representing one of our key customers and ensure your team consistently delivers an excellent service.

You will require a combination of analytical skills, an operational mindset and the interpersonal and leadership skills to manage a large team consisting of people managers and frontline associates, who, together with you, will be responsible for ensuring a consistently high-quality service delivery of a fast growing business.

What you can expect

  • Own your KPIs: Whether live support on phone, chat or email or the execution of critical business processes, you are the ultimate owner of the delivery against service levels and key performance indicators of your team.
  • Lead a happy & successful team: You will be one of the key leaders in the company’s largest team in terms of headcount. Ensuring every team member is supported to perform at & feel their best as the business grows will be a critical element of your role so that customers feel they interact with empowered individuals who care about their needs.
  • Drive structural improvements: You will directly own or delegate a series of initiatives and projects that improve how we deliver support and execute on business processes to improve service quality, consistency and efficiency as well as make your operation more resilient and adaptable to the niggles of everyday life.
  • Link-up to the rest of the organisation: Working with your peers in Customer Operations, immediate stakeholders in Customer Experience, Sales, Business Operations, Tutors and Product you will be the point of contact to ensure your team is aligned and delivers against broader company objectives. You will also act as the voice of the customer to inform future roadmaps.

The type of person we would love to meet

  • You have a wealth of experience managing a Customer Operation team of people managers and frontline associates, ensuring day to day service delivery.
  • You are able to balance short term operational needs and longer term strategic initiatives.
  • You are KPI-driven and able to absorb various forms of data to make informed decisions on how to run your function.
  • Entrepreneurial, self-sufficient and fully able to align the scope of work with stakeholders. You constantly think about the bigger picture and opportunities to add value.
  • You are someone who is comfortable working across multiple projects in a rapidly changing environment, able to balance the need for accuracy and efficiency to prioritise work.
  • You can articulate complex concepts in simple terms to stakeholders using accurate, meaningful and timely information, based on well thought through research.
  • You work well within a team, building trust with any stakeholder you encounter
  • You are an exceptional people leader, able to inspire groups of different sizes to work towards a common objective.
  • You take joy in growing and developing people and are effective in training/coaching individuals towards their full potential


  • A unique chance to shape the trajectory of a business experiencing fast growth and that fundamentally does good for society.
  • A competitive basic salary between £40k and £52k.
  • Workplace pension, private healthcare and enhanced parental leave policies so you’re supported every step of the way in your life.
  • All the hardware you need to do your job (laptop, monitor, etc.). Cycle, tech and gym schemes to round it all up.
  • Investment in your learning with a personal L&D budget
  • Mentor/mentee scheme
  • Regular team events & socials
  • 25 days holiday (plus public holidays)
  • A culture that champions wellbeing with monthly workshops and 1:1 coaching

MyTutor is committed to creating an inclusive workplace and we have set up our own EDI (Equality, Diversity and Inclusion) committee who host regular events to make sure we live up to those values. We are proud to be an equal opportunity employer, and all applicants will be considered.

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