Chief of Customer Operations

We’re people on a mission to help schools use data more effectively to save teachers time and improve student outcomes. At the moment data is more of a burden than a benefit to teachers. Schools are increasingly required to store vast amounts of information on attendance, behaviour and assessment, which takes teachers hours and hours a week to input and often isn’t used effectively to improve student performance.

We’ve built a great system that improves the input, analysis and communication of school information, saving teachers days of precious time and allowing them to target student interventions more effectively to improve the outcomes of hundreds of thousands of children. Imagine taking the register on your iPad, then having the system instantly text all parents whose child was not in school asking them to confirm their absence by texting the school back. Easy!

Since our launch five years ago, we’ve raised venture capital from top-tier, socially-minded investors, expanded in three countries, and are now working with thousands of schools, helping them to improve outcomes for hundreds of thousands of students. We care about our social goals as much as our business targets and want to make a lasting, positive impact across the education sector. We’re looking for passionate, curious, ambitious people who share our ethos and want to make an impact at scale.

Due to growth, we are looking for a Chief of Customer Operations to grow, mentor and take ownership of the training, customer implementation and support functions. Sitting on the management team, you’ll be the voice of the customer and ensure we hit company and service team objectives.

About the role

  • Own the company strategy for implementation and support of Arbor in schools and MATs
  • Ensure 95% of our schools complete implementation on time, and that CSAT remains consistently high for customer service
  • Scale and lead the Customer Team, growing from 26 to over 40 people
  • Help to build Arbor’s certification process for 3rd party support, ensuring that our internal and third-party trainers deliver a consistently high quality service to schools
  • Coach team members, upskill line management, and build management layers to support future growth
  • Build scalable and sustainable processes, resources and system automations to improve adoption and satisfaction with Arbor’s MIS across all school stakeholders
  • Act as the voice of the customer in management meetings and report on Customer Service metrics and strategy to the board
  • Work with the Product Marketing team to write tender responses, defining the implementation strategies appropriate for each tender
  • Work with the Product Team to improve our Net Promoter Score (NPS) and input into the product roadmap using feedback gathered from our customers
  • Work with the Support and Account Management Teams to coordinate escalation, maintaining response times to within SLA parameters

About you

  • 5+ years experience in leading rapidly growing training and service teams in the B2B technology space (this needs to be broader than managing a help desk and must include aspects of the full customer experience including training and implementation)
  • Experience in implementing customer success processes, playbooks and systems at scale (with the scars to prove it!)
  • A natural with data and metrics, using information to improve feedback loops,  prioritise improvements and celebrate successes
  • Act as an ambassador for the business, with the ability to quickly build rapport and command the respect of a wide variety of customers and internal stakeholders.
  • Tech-savvy with prior knowledge of building scalable support structures and ensuring product adoption at scale
  • High levels of empathy combined with the authority to ruthlessly prioritise - knowing where to say no where appropriate
  • A genuine passion for improving school outcomes and helping people to succeed
  • Eager to learn and experiment with new technologies, processes and management techniques
  • Able to muck in and engage at both the dirty detail and strategic level
  • Knowledge of UK education domain experience a bonus!

Our benefits

Here at Arbor you'll be working with a fantastic team who are passionate about improving education outcomes and making a real difference. You'll also have access to the following:

  • 25 days holiday
  • A Macbook Air to work on
  • Free breakfast in the office (as well as tasty snacks all day!)
  • Cycle to work scheme
  • Childcare Vouchers
  • Regular team building events with a fun loving team
  • Choice of music all day in the office (we welcome all tastes!)
  • Enjoy coming in every day, see the impact of your own work, and know that you’re making a positive difference!