Customer Operations Principal

Position Summary

The Customer Operations Lead at TOD owns the end-to-end operating performance of the customer function across the subscription lifecycle (sign-up, billing/payments, access/login, streaming quality, and retention). The role builds a scalable operating model for a high-volume OTT service—defining Service Level Agreement (SLAs), workflows, tooling/automation, QA, and real-time reporting—while ensuring matchday/peak-event readiness through incident playbooks, cross-functional war rooms, and proactive customer communications.

This leader turns customer signals into product and process improvements by partnering closely with Product, Engineering, Data, Marketing, Fraud, and Finance to reduce repeat contacts, prevent churn, and deliver consistent, premium customer experience across markets and channels.

• Ensure consistent service delivery across markets, languages, and channels (chat/email/voice/social/app stores).
• Coordinate real-time customer communications (in-app banners, email/SMS, social, help centre updates) aligned with incident status.
• Partner with Product/Engineering to influence roadmap, define requirements, validate fixes, and measure impact post-release.
• Lead the design, implementation, and continuous optimization of a cost-effective, customer-centric operating model for customer service and support across all channels.
• Define, own, and drive customer operations performance frameworks and KPIs (including NPS, CSAT, customer effort, churn, and ITS), ensuring alignment with TOD and Group standards.
• Build dashboards and ensure data integrity for KPIs, cohorts (new vs tenured subs), and market segmentation.
• Establish and maintain governance, policies, guidelines, and FAQs to ensure consistent customer experience delivery across all customer touchpoints and relevant departments.
• Ensure adherence to data privacy and security policies, fraud prevention practices, and audit requirements.
• Provide strategic oversight of internal teams and third-party service providers, ensuring service delivery, quality standards, SLAs, and contractual obligations are met.
• Lead/coach team members; set goals, develop skills, and embed a performance + customer-first culture.
• Lead vendor management and commercial negotiations with third-party providers to ensure service quality, scalability, cost efficiency, and budget compliance.
• Oversee service performance across all customer channels, ensuring adherence to agreed service levels, escalation frameworks, and CX standards.
• Drive continuous improvement initiatives by identifying process gaps, operational inefficiencies, and customer pain points, delivering measurable improvements in customer satisfaction and retention.
• Partner closely with Product, Technology, Marketing, and Customer Retention teams to ensure customer experience considerations are embedded across the end-to-end customer journey.
• Partner with Finance/Payments/Fraud teams to reduce leakage, improve authorization rates, and tighten controls.
• Act as the senior escalation point for customer operations matters, ensuring timely resolution of critical issues and risks impacting customer experience or business performance.

A minimum 7 of progressive experience in customer operations, customer experience, or service delivery functions, preferably within digital subscription or multi-channel environments