Service Delivery Manager (Customer Operations Manager)

Agree & Join LinkedIn By clicking Continue to join or sign in, you agree to LinkedIn’s User Agreement, Privacy Policy, and Cookie Policy. Skip to main content Service Delivery Manager (Customer Operations Manager) KareHero London Area, United Kingdom Apply Service Delivery Manager (Customer Operations Manager) KareHero London Area, United Kingdom 3 weeks ago Over 200 applicants See who KareHero has hired for this role Apply Save Report this job KareHero provided pay range This range is provided by KareHero. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range £40,000.00/yr - £50,000.00/yr Direct message the job poster from KareHero Richa A. Richa A. Just Us People - Co-founder - MCIPD (Executive Search | Leadership Hiring | Talent Consulting) Service Delivery / Customer Operations ManagerSalary: £40,000 - £50,000Location: Hybrid, with 2-3 days a week in our Old Street officeAbout UsKareHero is a rapidly growing tech startup helping families navigate the financial, legal, and care complexities of adult social care. Our mission is to support millions of families in accessing affordable care across the UK. Today, we provide coverage to more than 1.4 million families.We work closely with care providers, employers, insurers, and strategic partners to simplify complex care journeys through a combination of technology and human support.We are looking for an exceptional individual with low-ego, high EQ and action-orientation, who thrives in fast-paced environments, communicates with clarity, operates with ownership and discretion. You should be customer-obsessed and looking for ways to improve how we serve them because this role would provide a unique opportunity to shape the future of our customer operations and service delivery, with a clear progression into the Head of Operations role in due course.About the roleWe're looking for a Service Delivery Manager to lead the day-to-day running and coordination of our Care Concierge service.This is the team families rely on when situations become complex: hospital discharges, sudden changes in care needs, and navigating funding. You’ll lead from the front, supporting the team, staying hands-on with the inbox, and owning challenging escalations.You'll set the standards and define how the team operates as we scale across two areas:Care Delivery: 1:1 care navigation, covering funding and benefits, care planning, hospital discharge, and the complex, sensitive cases that require a steady hand.Member Experience: connecting people to the right support at the right moment, keeping them engaged across their journey, and owning the end to end experience.What you'll be responsible forRunning the service day-to-dayKeep the team running across capacity, workload and priorities.Manage knowledge base including SOPs, documentation and reporting.Own high-level escalations, including complex, sensitive, and emotionally heavy cases, with calm judgement.Turn patterns into improvements, spotting recurring themes in what families come to us with and feeding them back into the service.Own relevant metrics, including...