Head of Operations and Customer Experience

Role: Head of Operations & Customer Experience

Location: Dublin West / Hybrid
Duration: Full-time, Permanent

A leading national organisation delivering a large-scale, regulated environmental scheme is seeking a Head of Operations & Customer Experience to lead and evolve its stakeholder ecosystem. This is a critical senior leadership role responsible for overseeing the full operational lifecycle across a complex, multi-sided network including producers, distributors, retailers, and consumers. You will shape and deliver the operational and customer strategy, ensuring the network operates effectively, remains compliant with regulatory requirements, and delivers a consistently high-quality experience.

Reporting into the executive team, you will take ownership of membership operations and customer experience, driving performance, governance, and continuous improvement across multiple functions.The successful candidate will be an experienced senior leader with a strong track record of operating in complex, regulated or multi-stakeholder environments. You bring a balance of strategic thinking and hands-on execution, with the ability to lead teams, influence stakeholders, and deliver measurable outcomes.

Responsibilities:

• Defining and delivering the market operations and customer experience strategy.
• Leading multi-functional teams across retailer operations, producer & distributor management, and customer contact centre delivery.
• Ensuring compliance and governance across a regulated stakeholder ecosystem.
• Overseeing customer service operations, including SLA performance and service quality.
• Acting as the escalation point for complex operational and stakeholder issues.
• Embedding a data-driven operating model, using insights to improve performance and decision-making.
• Owning risk management and quality management systems, ensuring audit readiness.
• Driving cross-functional collaboration to deliver strategic initiatives and operational excellence.

Requirements:

• Significant experience in senior operational, programme delivery, or stakeholder management roles (at Head of Level)
• Proven leadership of multi-disciplinary teams and functions
• Strong experience developing and executing operational strategies
• A data-driven mindset, with the ability to translate insight into action
• Experience managing risk, governance, and compliance frameworks
• Excellent stakeholder engagement and influencing skills
• A track record of delivering large-scale, cross-functional initiatives

• Exposure to customer service or contact centre operations
• Experience in retail, FMCG, supply chain, or environmental/regulatory sectors
• Familiarity with outsourced service providers
• Experience leveraging data, analytics, or AI tools to improve operational efficiency