Tech that takes you placesWe're CarTrawler, the global travel tech company behind seamless connections between people, places and possibilities. From powering car rental to creating smarter ways to move, we make travel smoother for millions worldwide. Our culture is built on curiosity, collaboration and craic where every idea counts and every journey matters. Ready to make an impact? Let's go places together.Delivering consistent, high-quality customer service at scale requires strong ownership and disciplined governance. This role leads the end-to-end performance of CarTrawler's outsourced contact centres, balancing customer experience, efficiency, quality and cost. Acting as the single-thread owner for outcomes, the Customer Operations Manager turns insight into action through strong partner leadership and operational rigor.Your Journey starts hereWhat You'll Do As a Customer Operations ManagerOwn customer service performance across outsourced partners, with accountability for CX, efficiency, quality and complaints outcomesPartner with internal tech/insights teams to ensure operational needs are understood and changes land effectively (CRM/digital/telephony/AI workflows).Champion AI-enabled ways of working that improve quality and speed (e.g., summarisation, insight-led coaching, knowledge suggestions)Chair governance forums with outsourcers, approving recovery plans and holding partners accountable for deliveryLead quality, training and knowledge effectiveness, ensuring interventions translate into sustained performance improvementOwn escalations and complaints as a business risk, driving systemic fixes and prevention strategiesPartner with technology and insights teams to ensure new tools, AI capabilities and process changes land effectivelyWhat You'll Bring To The Team5+ years' experience in a contact centre or customer operations environmentProven ability to manage outsourced or vendor-led operations with commercial disciplineA data-led approach to decision-making, focused on measurable outcomesConfidence influencing senior stakeholders and partner leadership teamsA quality- and coaching-oriented mindset with strong governance disciplineThe ability to lead change and embed new ways of working at scaleGo on, give it a goWe know that looking for a new job can feel a bit daunting but don't let a touch of imposter syndrome hold you back. Even if you don't tick every box, we'd still love to hear from you Apply today to stay connected.At CarTrawler, we're proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for everyone. No matter your background, identity, or life experience, if you're passionate about what you do, you'll be welcomed here.Perks for the journeyCompetitive pay and benefits, including a performance-based annual bonus, fully subsidised VHI health insurance and pension matching up to 4%Generous time off and flexible working, including 25 days' annual leave, extra company days, monthly Friday Unplugged afternoons and the option to work abroad for up to 20 days a yearComprehensive wellbeing support, including access to health and mental health programmes (HeadsUp and EAP) and paid leave for marriage, volunteering and personal wellbeing including menstrual, menopause, and fertility leaveGrowth and recognition culture with development opportunities through training, coaching and study support plus programmes that celebrate individual and team achievementsEveryday perks that make a difference - subsidised canteen (KC Peaches), on-site car parking, Bike to Work and TaxSaver schemes plus an active Sports & Social ClubWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.