Blackhawk Network's One4all brand, the UK and Ireland's leading multi-store gift card provider, is hiring a Customer Operations Manager to lead day-to-day customer support operations across in-house and outsourced teams. This is a permanent, hybrid role (2 days per week in the Santry, Dublin office) reporting to the Director, Customer Service.
Responsibilities:
- Lead day-to-day customer support operations across in-house and outsourced teams
- - Deliver SLA, KPI, and quality performance across all channels
- - Coach and develop the Swords-based team, building a high-performance culture
- - Manage third-party partners against agreed service, governance, and improvement standards
- - Ensure compliance with regulatory requirements including CPC and GDPR
- - Oversee complaints, reporting, controls, incidents, and KRIs
- - Drive customer experience improvements including CSAT, self-service, and automation
- - Support new initiatives, forecasting, seasonal planning, and wider EMEA collaboration
Qualifications:
- Experience leading high-performing customer support or contact centre teams
- - Strong track record in multi-site, multi-country service operations
- - Experience managing outsourced service providers against SLAs and KPIs
- - Strong people leadership, coaching, and team development skills
- - Experience running QA, KPI, and performance frameworks
- - Comfortable working in regulated or highly controlled environments
- - Strong analytical, stakeholder management, and communication skills
Preferred experience in financial services, payments, gift cards, e-commerce, or another regulated environment.