Head of Customer Operations

<h3><strong>About Marshmallow</strong></h3><p>We build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a million drivers — and we’re scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.</p><p></p><h3><strong>How we work</strong></h3><p>We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact.<br/>And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into three tribes; Acquisition, Retention &amp; Claims. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.<br/>We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our<a href="https://drive.google.com/file/d/1tFtKFC_dB01zOSATg_o0xUGGWEVNpmqT/view?usp=sharing" rel="noopener noreferrer" target="_blank"> Culture Handbook</a> to find out more.</p><p></p><p><strong>Why this Role matters:</strong></p><p>This new hire will lead Marshmallow’s Customer Happiness and Retention functions through a period of transformation — driving performance today while shaping a future-ready, AI-enabled operating model. This role is essential in evolving how we deliver exceptional customer outcomes and commercial impact across service, renewal, and cross-/upsell conversations.</p><p>Customer Operations is on the front line of Marshmallow’s most important priorities: improving retention, delivering relationship-led service, and preparing for a multi-product future. As we scale Agentic AI (Marsha) and diversify our offering, this leader will ensure our people, processes, and outcomes evolve in step — without losing sight of the customer.</p><p></p><p><strong>The Customer Operations Team:</strong></p><p>This role leads two core frontline teams within Customer Operations:</p><ul><li><p>Customer Happiness (CH): Focused on delivering outstanding service at every interaction, resolving customer queries efficiently and creating upsell opportunities in service-led contacts.</p></li><li><p>Retention: Specialises in renewal and cancellation conversations, with a focus on reducing churn, increasing lifetime value, and driving renewal performance.</p></li></ul><p>Together, these teams represent the human face of Marshmallow’s brand and will be pivotal in adapting to a future-state model where AI handles the simple and humans elevate the complex.</p><p></p><p><strong>What You’ll Be Doing</strong></p><ul><li><p>Lead CH and Retention through consistent delivery, capability uplift, and performance management</p></li><li><p>Own renewal, CSAT, productivity, and upsell/cross-sell metrics</p></li><li><p>Be accountable for how CH and Retention adopt Marsha (Agentic AI), working with Product and Ops Transformation to embed AI-led workflows, re-skill teams, and reshape frontline roles</p></li><li><p>Work closely with QA, WFM, and Training to uplift consistency and team performance</p></li><li><p>Work closely with Enablement functions to ensure performance data, training, QA and coaching processes actively support retention, CX, and commercial outcomes.</p></li><li><p>Own the structural evolution of CH and Retention, delivering a recommendation for future-state design,  including team structure, role archetypes, and capability requirements by early 2026</p></li><li><p>Actively shape future career paths, coaching capability, and agent readiness</p></li><li><p>Champion the evolution of our frontline role archetypes and support the design of coaching and QA practices fit for an AI-enabled environment.</p></li><li><p>Play a visible leadership role in the Customer Care and broader Customer Care SLT</p></li></ul><p></p><p><strong>Who We’re Looking For</strong></p><ul><li><p>Experience leading high-volume, customer-facing operations through complex change</p></li><li><p>Strong commercial and customer impact ownership: you’ve led improvements in retention, CX, and upsell</p></li><li><p>Track record of preparing teams for structural or tech-driven transformation (e.g