DMGT on cord

DMGT

Senior Service & Operations Manager

External position
London, UK
Hiring internally for DMGT?
Media/Broadcasting · Publishing
Our brands deliver brilliant content to millions of customers around the globe. 24 hours a day, seven days a week.
Posted
2 months ago
Checked
cord regularly checks that external positions are still open
14 hours ago

Skills & Experience

Job roles: Business Operations
Experience level: Senior, Lead
Core skills considered: Building Teams, Business Analysis, Business development, Customer service, Customer support
Other skills considered: Operations recruiting, Stakeholder Management, Process management, Project Management

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: On-site
Visa sponsorship: Not available

Job Description

The Senior Service and Operations Manager runs the operational backbone of the Customer Success function. The role fills the most critical gap in the current structure: to own how the subscriptions engine operates day to day.

This hire addresses the Subscriptions Operations stack, integrates Customer Service into the function for the first time, and acts as the primary interface between the Customer Success function and central Product and Technology on platform and automation.


Main Responsibilities

90-day operational audit

  • Within the first 90 days, conduct a structured audit of current operational systems, the Customer Service function, and the full subscriptions operational landscape.
  • Quantify identified inefficiencies and revenue recovery opportunities, and present findings with recommendations to the Director of Customer Success.
  • Use audit findings to define the near-term team build-out requirements.

Subscriptions operations

  • Own the day-to-day operational running of the Customer Success function, ensuring the subscriptions engine operates consistently and efficiently.
  • Own billing consistency, entitlement management, payments performance, and cost management across the subscriptions operation.
  • Identify operational inefficiencies and implement improvements on a continuous basis.

Customer Service

  • Own the relationship with the Customer Service function, integrating CS insight into the Customer Intelligence team's analytical picture.
  • Establish a CS feedback loop that surfaces subscriber complaint trends, cancellation reasons, and friction points to the CI team as a leading churn indicator.
  • Own supplier performance management for CS-related partnerships.

Design team management

  • Manage the CRM design team's workload and prioritisation within the Operations team's brief process.
  • Ensure design requests from across the Customer Success function are sequenced and governed consistently.

Platform and automation

  • Act as the Customer Success function's primary interface with Product and Technology on platform requirements.
  • Own the requirements brief for the CRM platform migration, in collaboration with the Senior CRM Manager.
  • Govern the function's relationships with third-party operational platforms and tools.
  • Ensure the CRM platform capability and operational tooling developed centrally is accessible to the US and Australia regional representatives, and that any regional platform requirements are captured and fed into the central Product and Technology brief.

OKRS: First 90 Days

  • Meet with Customer Service leadership within the first two weeks to understand current setup and identify integration opportunities.
  • Document the operational landscape: current systems, platforms, and process gaps, within 30 days.
  • Initiate the payments performance investigation with Data and Insights and Product and Technology within 30 days.
  • Brief Product and Technology on initial platform requirements within 60 days.
  • Present 90-day operational audit findings to Director within 90 days.

OKRS: Longer Term (Annual and Beyond)

Annual (FY27)

  • Payments performance programme is generating measurable monthly revenue recovery, with a defined target agreed with the Director.
  • The CS feedback loop is producing subscriber insight that reaches the CI team on a standing cadence and has demonstrably influenced at least one lifecycle intervention.
  • The operational audit's priority recommendations are acted on: for each recommendation, either implemented, in progress with a defined timeline, or formally deprioritised with a rationale.
  • The design team's workload is fully governed through the brief process, with no ad hoc requests bypassing the queue.

Multi-year (toward FY28)

  • Payments automation is in place, reducing manual recovery effort and improving the overall payments performance rate.
  • The Ops team's scope is defined by the audit findings: either additional resource has been approved and hired, or the current team's capacity has been shown to be sufficient for the function's operational demands.
  • The Customer Service relationship has evolved from a reactive feedback loop to a structured intelligence source that proactively surfaces subscriber friction points before they become churn drivers.

Person Specification

  • Operational Leadership: Minimum of 6-8 years managing day-to-day business operations, specifically owning the technical backend or "engine" of a scaling function.
  • Subscription Mechanics: Strong background managing subscription infrastructure, including billing consistency, entitlement management, payments performance, and cost management.
  • Operational Audits: Proven experience conducting structural, 90-day operational audits to quantify system inefficiencies and surface revenue-recovery opportunities.
  • CS Function Integration: Experience integrating Customer Service (CS) workflows into broader business operations and data loops for the first time.
  • Feedback Loop Creation: Demonstrated ability to establish feedback loops that transform CS complaint trends, cancellations, and friction points into leading indicators for analytical teams.
  • Vendor Management: Hands-on experience in supplier performance management and governing external customer service partnerships.
  • Product Liaison: Extensive experience acting as the primary interface between business functions (like Customer Success) and Product and Technology teams to scope platform and automation requirements.
  • Platform Migration: Prior experience owning or heavily contributing to requirements briefs for large-scale CRM platform migrations.
  • Global Standardisation: Experience managing regional stakeholders (e.g., US and Australia) to ensure central tools meet international compliance and regional requirements.
  • Design Team Governance: Experience managing workloads, brief processes, prioritization, and sequencing for creative or CRM design teams.

Company Benefits

  • 26 days’ holiday (increasing by 1 per year up to a total of 30)
  • Upon joining you will be automatically enrolled onto the Pension Plan at the minimum level of 5% employee contribution, 3% Company contribution.
  • Life cover under the Pension Plan 4x your basic salary.
  • DMGT Discounts (for discounts on online shopping, vouchers and reloadable cards)
  • Subsidised canteen
  • Onsite gym (Northcliffe House only)
  • Onsite nurse and GP clinics (Northcliffe House only)
  • Our Employee Assistance Programme
  • Discounted dining cards
Senior Service & Operations Manager at DMGT
Position posted 2 months ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
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