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Head of Mission Control (12 month FTC)

Department: Customer Services

Location: Cambridge, Cambridgeshire, United Kingdom

About the role

Abcam Customer Operations has an aspirational strategy supporting a bold transformation agenda. A key part to the strategy is the creation of a new global Centre of Excellence, known as Mission Control. Its purpose is to define and own our one way of working across our global operation. We need dependable, high-performing talent focused on results to join this effort.

The Head of Mission Control will set-up and lead a global team of experts, who ensure we have the right capabilities (processes, people, skills) at the right time (planning, demand, reporting) and the right quality (QA, training, development) to deliver a differentiated service (eNPS, tNPS, continuous improvement).

This role will report to the VP of Customer Operations.

Roles and Responsibilities:

  • Setting-up the global Centre of Excellence in Customer Operations, and transitioning roles and activities from a local to a global model
  • Aligning, driving and developing the new team that set the standards (from brilliant basics to wow moments) and enabling the transition of Customer Operations to a new global operating model
  • Supporting Future Ops, Mission Prep, Mission Support and the Advanced Solutions Centre to break down barriers to scaling and remove distraction from the operation
  • Establishing the new one way of working, starting with the customer journey and translating into processes that scale globally for all people and customers
  • Testing and scaling a global approach to resource and demand management, ensuring we are smart with what we have, with flexibility to rapidly scale up or down, depending on changing customer demand
  • Driving tNPS and continuous improvement across the global operation, ensuring we quickly identify emerging customer impacting themes and leading cross-company plans to address
  • Building a new KPI framework to measure what matters and embedding a performance management mindset into the operation
  • Scaling a global approach to quality, ensuring a right-first-time mentality is built into our processes, people and robotic capability
  • Holding accountability for the global model for training and development of our people, including skills matrix management, training needs analysis and career frameworks
  • Partnering with the Advanced Solutions Centre to prioritize process optimization opportunities and help define the minimum standards for automation
  • Building a customer-obsessed culture, using both employee & customer transactional Net Promotor Scores to develop an unstoppable, highly engaged, and laser focused team
  • As a critical member of the Customer Operations Team, act as trusted advisor to the VP and work together to achieve the strategy

About you

  • Extensive senior experience motivating global centres of excellence inside fast-paced, digitalized global companies 
  • Demonstrated experience setting up and working with local and centralized operating models and shared service centre
  • Experience of leading and deploying ITIL service management processes
  • Ability to bring together stakeholders on complex issues
  • Team player mentality; willingness to take on abstract duties and work through ambiguity
  • Ability to think creatively and abstractly about large issues and translate ideas into action
  • Excellent communications skills; high level of attention to detail
  • Domestic and international travel required

Pay and Benefits 

In addition to competitive salaries, we offer an attractive and flexible benefits package (including our award-winning share scheme, a market leading family policy, a culture focused on well-being and opportunities for growth and development, as well as a highly flexible working environment. What’s more, as a WORK180 Endorsed Employer, we are recognized globally as an organization that’s diverse, inclusive and supports women in the workplace.   

Inclusion & Diversity  

Abcam is an Equal Opportunity Employer and makes all employment decisions without regard to age, national origin, race, ethnicity, religion, creed, gender, sexual orientation, disability, veteran status, or any other characteristic protected by law.