Customer Operations Programme Manager

Customer Operations Programme Manager Rate: 38.15 per hour (Umbrella)
Location: London, hybrid working (3 days per week in the office)
Contract: Temporary
About the role We are recruiting a Customer Operations Programme Manager to support service improvement and operational delivery within a large, complex organisation operating in home ownership and development.
This role focuses on how customers experience services from end to end, and how those services can be improved, tracked, and delivered consistently. It is not a housing management role and does not involve tenancy, neighbourhood, or casework responsibilities.
You will act as a central point of coordination across multiple programmes and workstreams, ensuring delivery remains structured, visible, and aligned to customer and organisational priorities.
Key responsibilities

• Lead the planning, coordination, and tracking of multiple customer operations programmes and workstreams
• Review and improve customer journeys, identifying opportunities to enhance service quality and efficiency
• Maintain programme plans, governance frameworks, and delivery reporting
• Produce clear, structured reports and presentations for senior leadership and boards
• Work closely with stakeholders across operational, customer, and corporate functions
• Identify and manage risks, dependencies, and delivery challenges
• Support consistent, customer focused ways of working across teams

Skills and experience

• Proven experience in programme management, service improvement, or business analysis within a customer focused organisation
• Strong understanding of customer experience, operational delivery, and change environments
• Experience managing multiple initiatives in parallel
• Confident producing senior level reports, dashboards, and presentations
• Advanced Excel and PowerPoint skills
• Strong communication skills with the ability to engage and influence stakeholders

Experience within housing, home ownership, development, or large corporate customer environments is beneficial but not essential. Candidates from outside the social housing sector are encouraged to apply.