Regional Manager, CX Support Operations — EMEA 

Leeds / Hybrid - 3 days from office 

About the role: 

You will be the EMEA execution lead for CX Support Operations — owning day-to-day operational delivery and running a ‘Find It | Fix It’ rapid action cadence to spot smoke, remove friction, and protect the post purchase consumer experience. 

This is a hands-on operator role: you will run daily controls and tasking, translate Cx insights into clear defect hypotheses, and drive fast cross-functional fixes with Logistics, DTC/eCommerce, Finance, Fraud, Technology/IT and CX Delivery partners. 

What You’ll Own 

EMEA day-to-day operational execution 

• Run daily/weekly operational routines that keep order support healthy across EMEA markets. 

• Lead triage and prioritisation of live order issues (payments, refunds, returns, carrier escalations, backorders, order corrections, address changes, exception handling). 

• Own the EMEA escalation pathway for operational defects and exceptions: clear intake, severity rules, updates, and closure criteria. 

• Maintain operational controls that reduce risk exposure and consumer harm. 

Find It | Fix It (rapid action continuous improvement) 

• Operate a repeatable ‘Find It | Fix It’ cycle: 

• Find It: detect smoke via Cx signals (contacts, defect tags, WISMO, payment failure trends, refund ageing, carrier scan anomalies, backlog aging). 

• Fix It: drive rapid root-cause, propose the smallest effective fix, mobilise the right partners, confirm impact, then standardise. 

• Build and manage the EMEA defect backlog (what it is, why it matters, who owns it, by when, and how we’ll measure improvement). 

• Drive closure of recurring defects by fixing process, policy, content, tooling, or partner handoffs. 

CX data → insight → action 

• Use CX operational and contact data to: 

• Identify friction and failure demand. 

• Quantify impact (contacts, cost, refunds, SLA misses, delivery promise performance). 

• Prioritise the backlog with clear rationale. 

• Create simple, trusted reporting that tells the story: “what’s broken, what we’re doing, what moved.” 

Partner leadership across EMEA 

• Act as the day-to-day operational partner for Logistics, DTC/eCommerce, Finance, Fraud, and Technology. 

• Create clear working agreements for: 

• Escalations and incident response 

• Ownership of fixes 

• Release/rollout comms to CX Delivery 

• Documentation and training 

Standards, documentation, and enablement 

• Maintain EMEA process and policy documentation (SOPs, playbooks, escalation guides). 

• Enable front-line and Tier 2 teams through: 

• Clear workflows and decision trees 

• Templates/macros/content updates 

• Targeted training for new changes 

Key Relationships 

• Director, Cx Support Operations (manager): priorities, escalation, governance, performance. 

• CX Delivery leaders (BPO and/or in-house): operational outcomes, readiness, training, defect feedback loop. 

• Logistics / Supply Chain / Carriers: delivery exceptions, claims, scan issues, warehouse exceptions. 

• DTC/eCommerce & Order Management: order flows, promise rules, promotions, cancellations, substitutions. 

• Finance / Payments / Fraud: disputes, chargebacks, failed payments, refund controls, risk. 

• Technology / IT / CX Systems: incident response, access governance inputs, defect remediation. 

What Success Looks Like  

Operational control: daily routines in place; escalations are predictable, fast, and closed with clear outcomes. 

• Friction reduction: measurable reduction in EMEA order-related contacts (WISMO, refunds, payment failures, delivery exceptions). 

• Defect closure: an EMEA defect backlog exists with owners and dates; recurring issues are reduced and prevented. 

• Speed to fix: time from ‘smoke spotted’ → ‘fix released’ decreases; fewer repeat incidents. 

• Partner confidence: Logistics/DTC/Finance/IT partners trust the process and see clear value in prioritisation and communication. 

• Team enablement: front-line teams have better tooling, SOPs, and training; less manual firefighting. 

Required Experience 

• 5+ years in CX Operations / Postpurchase operations / eCommerce operations / Logistics exception management. 

• Proven experience running daily operational routines and handling live escalations. 

• Strong analytical capability: turning operational/contact data into clear priorities and actions. 

• Track record delivering process improvement in a matrix environment. 

• Comfort working across multiple EMEA markets and nuances. 

Preferred Experience 

• DTC or omnichannel retail experience. 

• Exposure to OMS/CRM and contact center tooling (no deep engineering required). 

• Experience working with payments (Klarna/PayPal/Braintree), refunds/returns, and carrier escalation paths. 

• Experience operating incident response / defect management cadence. 

#LI-HYBRID

We are looking for a Core Banking Platform and Product Manager who will own and evolve the bank’s core banking platform and account model, ensuring it is scalable, well understood and supports current and future product needs.

You will define and drive product direction for accounts, aligning customer needs, product design and system capability. Be responsible for account structures, configuration (interest, limits, rules, lifecycle), platform capabilities and constraints, and vendor management. Build internal expertise and documentation to reduce reliance on external partners and enable other Product Managers to deliver effectively through the platform.

This is a collaborative role where you will work closely with Engineering, Operations, Risk and Compliance to deliver customer-ready, compliant and commercially effective outcomes.

Key Responsibilities:

Product Ownership & Delivery:

• Own end-to-end delivery, from problem definition to optimisation
• Set priorities, define success metrics and make informed trade-offs

Platform Ownership:

• Evolve account structures and ensure scalable, consistent models
• Align product design with system capability and reduce complexity

Engineering Partnership:

• Collaborate on solution design and system behaviour
• Challenge assumptions and ensure scalable outcomes

Internal Capability:

• Build internal knowledge and improve documentation
• Reduce reliance on external vendors and enable teams

Vendor Management:

• Own vendor relationship, performance and roadmap influence

Regulatory & Control:

• Ensure compliance with UK financial services regulations and audit readiness

Performance & Outcomes:

• Monitor performance, reduce issues and improve delivery outcomes

Stakeholder Collaboration:

• Work cross-functionally and align teams on priorities and delivery

Skills & Experience

• Significant Core banking platform and account structure expertise.
• UK financial services knowledge.
• Strong product management and technical understanding.
• Vendor management experience.
• Clear communication and ownership mindset.

Role Purpose

We are looking for an Open Banking Product Manager who will own and develop the bank’s Open Banking capabilities (AIS & PIS), ensuring regulatory compliance, strong governance and reliable operational performance. You will be responsible for Driving the evolution of Open Banking from compliance-led delivery to customer and commercial value, improving implementation quality, technical understanding and customer outcomes.

This is a hands one role where you are responsible for platform capabilities (APIs, consent, authentication and integrations), operational performance (availability, incidents, reliability), regulatory reporting and controls, and vendor/partner management. Overseeing customer-facing Open Banking use cases (e.g. payments, deposits) and identify opportunities to enhance the proposition.

This is also a collaborative role where you will work closely work closely with Engineering, Operations, Risk and Compliance to deliver scalable, customer-ready solutions. As part of a small, high ownership team, flexibility and support across other product areas is expected.

Key Responsibilities:

Product Ownership & Delivery:

• Own end-to-end delivery and prioritisation
• Define problems, outcomes and success metrics
• Make informed trade-offs and drive through to optimisation

Performance & Operations:

• Monitor performance (availability, errors, usage)
• Lead incident management with Engineering and vendors
• Continuously improve reliability

Engineering Partnership:

• Collaborate on APIs, consent, authentication and integrations
• Contribute to solution design and scalability

Customer & Proposition:

• Use data and insight to identify customer needs
• Enhance the proposition beyond compliance

Strategy & Roadmap:

• Own roadmap and align with wider product strategy
• Track regulation, market trends and innovation opportunities

Platform & Partner Management:

• Manage vendors and platform performance
• Ensure scalable, effective solutions

Regulatory & Governance:

• Ensure compliance with Open Banking regulation
• Maintain strong controls, testing and audit readiness

Stakeholder Collaboration:

• Align Engineering, Risk, Compliance, Operations and Product teams
• Communicate clearly and drive delivery

Skills & Experience

• Significant experience within Open Banking expertise (AIS & PIS)
• API and integration knowledge
• UK financial services experience
• Proven delivery of Open Banking solutions
• Vendor management experience
• Strong product management and technical fluency
• Clear communication and ownership mindset

The Role 

We are looking for a Senior Infrastructure Manager who is, first and foremost, a people leader.

In this role, your primary responsibility is the health, performance, and career growth of your engineering team. While you must possess a solid technical background to understand the challenges your team faces, your day-to-day focus will not be hands-on technical work. Instead, you will use your experience to remove blockers, guide decision-making, and ensure your engineers have the environment they need to succeed.

You will act as the bridge between technical execution and business strategy, team budget management, defining roadmaps, and ensuring operational excellence across a complex hybrid (predominantly on-prem and some cloud) estate.

The Team You Will Lead 

You will lead the Infrastructure Solutions team within the wider Technical Operations department. Your engineers are responsible for building the environment, delivering projects as requested by Engineering and Product, and ensuring we remain available, scalable, and secure. They are not responsible for the BAU function of the platforms that is managed by another team within Technical Operations. The Infrastructure Solutions team takes a concept or idea and makes that into a reality within the boundaries and constraints of our platforms. 

You will be managing a team of engineers who individually possess experience in:

• On-Premise Linux systems, Container solutions, Debian packaging, Ansible, data streaming and queuing technologies such as Kafka or RabbitMQ
• Advanced database management knowledge (MySQL, Postgres) in replicated environments.
• Physical Network management, with an on-prem estate that is Juniper focused. 
• Cloud environments: GCP and AWS
• Platform engineer focused on building, maintaining and supporting an Internal Developer Platform (CI/CD)

The Operational Reality

It is important to be transparent about the environment you are joining. We operate at high velocity with a broad and complex technology estate. However, we are a lean team, not a giant corporation with endless resources.

• Context Switching is the Norm
• You will rarely have the luxury of focusing on a single task for weeks at a time. You will be required to shift focus multiple times a week, and sometimes multiple times a day, as business priorities evolve.
• Agility over Silos
• Because we are a lean team, we wear many hats. You must be comfortable pivoting from a strategic discussion to an operational challenge without losing momentum.
• Focus Management
• Success in this role requires the ability to maintain high standards while navigating a workload that changes dynamically. This is not a role for those who prefer a slow, singular focus; it is for those who thrive on variety, pace, and solving complex problems in real-time.

As the Senior Infrastructure Manager, You Will:

People Leadership & Talent Development

• Team Management
• Lead, mentor, and motivate a team of infrastructure engineers. Conduct weekly 1-2-1s, manage performance reviews, and handle all aspects of people management.
• Formal Training & Growth
• Go beyond ad-hoc mentoring to schedule and lead formal training sessions regarding operational improvements. Actively create professional development plans for your direct reports.
• Recruitment & Retention
• Own the hiring process for your team, ensuring we attract top talent and maintain a supportive, inclusive culture.
• Culture of Learning
• Foster a "Self-Learner" mindset. Create a transparent environment where failures are treated as learning opportunities and documented as such for future reference.

Strategic & Operational Management

• Budget & Capacity Planning
• Ability to own your team's budget and lead capacity planning initiatives. You will forecast future infrastructure needs to ensure we remain scalable while managing spend for subscriptions and hardware.
• Risk & Contingency
• Proactively identify operational risks and form contingency plans immediately to ensure business continuity.
• Procedure & Frameworks
• Ability to define, maintain, and cascade operational procedures (SOPs) and ITIL standards.
• Prioritisation
• Shield your team from noise by effectively prioritising workloads (Changes, Problems, and Projects) and managing stakeholder expectations.

Technical Support & Oversight

• Performance Optimisation
• Measure and optimise system performance with a focus on improving reliability and time-to-market. You will drive innovation to get ahead of internal customer needs rather than just reacting to them.
• Visual Documentation
• Ensure the team produces detailed system design documentation, specifically enforcing the inclusion of visual representations to support understanding. Ability to technologically assess it as a technical editor.
• Hybrid Estate Management
• Ability to oversee the management of both On-Premise and Cloud (GCP/AWS), ensuring high availability across all environments.
• Unblocking Issues
• Act as the senior escalation point for complex technical issues. Your goal is not to fix the issue yourself, but to coordinate the right resources and provide air cover.

General Duties

On-Call DutiesWillingness to participate in the Management On-Call Rotation to support the department and the business (Current frequency: Once every three weeks).Ad-HocCarry out other strategic or technical duties required to support the Director/VP of Technical Operations.

Essential Knowledge, Skills, and Experience

Leadership & Management Competencies

• Proven Management Experience
• Significant experience leading a technical team, with a specific focus on the people management aspect (performance reviews, career growth etc).
• Project Management
• Strong project management experience with the ability to delegate effectively to meet tight deadlines. You must be able to multitask and maintain focus in a high-priority environment.
• Communication
• Exceptional verbal and written communication skills. You must be able to liaise effectively with management and other business areas. Engagement may also include interactions with senior technical engineers/leaders within other teams and C-Team members. 
• Goal Oriented
• You must be highly goal-oriented with strict attention to detail, capable of prioritising workload and demand to ensure targets are met.
• ITIL Application / Lean Six Sigma
• Deep knowledge of and experience with ITIL practices, with the ability to apply them to improve team workflows. Demonstrated ability to apply Lean Six Sigma concepts.

Technical Environment & Team Capabilities

Focusing on the technical skills that your engineers possess, it would be ideal if you had a decent working knowledge of each of the areas. Hands-on expertise in every area is not required, but the ability to hold and facilitate discussions, know when to push or hold back and when to ask poignant questions will help you effectively mentor the team and guide architectural decisions. 

For reference from above these areas are: on-prem and AWS/GCP solutions; system design from network to application level; resilient database availability strategies; automation and configuration management via Ansible, Docker and CI/CD; programming awareness in Python; Linux administration.

Your willingness to learn what you don’t know is required to succeed in this role and we will support you through that journey.

Desirable Knowledge, Skills, and Experience

The following skills or experiences are advantageous but not strictly required. They would be utilised for facilitating tasks rather than for direct, hands-on implementation.

• Innovation & Debt Management
• A keen interest in new technologies and innovation, specifically supporting development teams in the refactoring of technical debt.
• Advanced Containerization
• Deep knowledge of Kubernetes, Docker, and container ecosystems.
• Observability
• Experience with monitoring systems (e.g., Zabbix, Grafana) and logging stacks (Elasticsearch, Kibana).
• Data Streaming
• Experience with data streaming and queuing technologies, specifically Apache Kafka and Druid.
• Web & Storage
• Knowledge of Nginx (or other web server technologies) and storage technologies like Gluster.
• Tooling
• Proficiency with JIRA and Confluence for project tracking and documentation.
• Version Control
• strong understanding of Git and version control best practices.

Why This Role?

If you are an experienced technical leader who finds more satisfaction in growing people and building high-performing teams than in closing tickets yourself, this is the role for you. You will have the autonomy to shape the culture of the Infrastructure function and the strategic backing to make a real impact on the business

A Note to Candidates

At Partnerize, we recognise that the perfect candidate doesn't exist. If you are a strong people manager with a background in tech, but maybe haven't touched a command line in a few years - that’s okay! We are looking for leadership first. We encourage you to apply if you feel you have the management skills to help our team thrive.

UK Benefits & Perks

• 25 days holiday in addition to bank holidays 
• Enhanced Parental Leave: 6 months full pay for birth parent, 4 weeks non-birth parent at full pay after one year employment
• 5 extra 'Partnerize Parental Days' each year
• Private Medical Insurance through Vitality 
• Enhanced pension contributions
• Cycle to Work scheme 
• Eye Care Vouchers 
• Life Assurance
• Enhanced Wellness Program including access to EAP, Wellness Coaching & Wellness Fridays program
• Regular company events and activities