Lyst is a global fashion shopping platform founded in London in 2010 and catering to over 160M shoppers per year. We offer our customers the largest assortment of premium and luxury fashion products in one place, curating pieces from 27,000 of the world's leading brands and stores. In 2025, Lyst joined Zozo, operators of Zozotown, the leading fashion e-commerce platform in Japan. This partnership marks a bold new era for Lyst, as we accelerate our vision and work together to transform the future of fashion shopping through AI and technology.
At Lyst, we obsess over the customer, providing a search and discovery experience which offers inspiration, fulfilment, and personalisation. We believe that fashion is amazing but shopping for fashion often isn't, and we use our technology, data and creativity to bring more joy, greater choice and fewer fails. Our mission is to help fashion shoppers make better decisions and help fashion partners find better audiences as the category-leading destination for every fashion shopper.
The Role:
The Senior Customer Operations Manager is responsible for leading Lyst's Customer Operations squad through a time of growth and change, delivering a consistent, high-quality customer experience across every support channel, order issue and product data updates on the platform.
Central to the role is developing a high-performing, engaged team, including coaching a Customer Operations Lead and Specialist. Acting as the senior voice of the customer, this role uses insight, data and operational intelligence to influence product and partnerships decisions.
Responsibilities:
Customer Operations Leadership & Delivery
Lead the Customer Operations squad across all channels, optimising for quality, speed and scalability
Own the relationship with the outsourced support partner, including contract, SLAs and performance
Run structured performance reviews and governance with the team, holding them to agreed quality and service standards
Manage SLA and KPI performance to ensure alignment between performance, quality and customer outcomes
Oversee team planning, capacity management and the FY27 ticket forecast as partner and ticket volume grows
Lead escalation management and service recovery for complex or high-profile customer and partner issues
Build a high-performing, engaged team culture with clear communication, accountability and a consistent focus on wellbeing across internal and outsourced teams
Automation & Service Transformation
Play a pivotal role in leading automation, AI, deflection and process elimination initiatives, removing low-value manual work and improving scalability
Own the helpdesk platform review, putting a clear plan in place for any change of platform and ensuring SLAs are held through any changeover
Drive continuous improvement through process optimisation, service redesign and operational insight
Stakeholder Management & Future Structure
Partner with senior leaders across Product, Lyst Shop, Partnerships, CRM and Finance
Influence priorities using data-driven insight and commercial rationale
Provide regular reporting to the Tribe Lead on performance, risks and opportunities
Requirements
Senior leadership experience in customer service, customer operations or contact centre operations, ideally within a marketplace, e-commerce or fast-scaling tech business
Proven track record of managing an outsourced service partner, including SLAs, performance management and commercial contracts
Strong operational expertise across SLA management, workforce planning, quality assurance, escalation management and continuous improvement
Experience preparing a service operation for rapid scale, and comfortable with partner and merchant issues
Strong commercial acumen, with the ability to translate ticket and customer data into clear recommendations and measurable business impact
Exceptional stakeholder management, able to influence senior leaders across Product and commercial teams
Proven ability to coach and…