Customer Operations Programme Manager Rate: 38.15 per hour (Umbrella) Location: London, hybrid working (3 days per week in the office) Contract: Temporary About the role We are recruiting a Customer Operations Programme Manager to support service improvement and operational delivery within a large, complex organisation operating in home ownership and development. This role focuses on how customers experience services from end to end, and how those services can be improved, tracked, and delivered consistently. It is not a housing management role and does not involve tenancy, neighbourhood, or casework responsibilities. You will act as a central point of coordination across multiple programmes and workstreams, ensuring delivery remains structured, visible, and aligned to customer and organisational priorities. Key responsibilitiesLead the planning, coordination, and tracking of multiple customer operations programmes and workstreamsReview and improve customer journeys, identifying opportunities to enhance service quality and efficiencyMaintain programme plans, governance frameworks, and delivery reportingProduce clear, structured reports and presentations for senior leadership and boardsWork closely with stakeholders across operational, customer, and corporate functionsIdentify and manage risks, dependencies, and delivery challengesSupport consistent, customer focused ways of working across teamsSkills and experienceProven experience in programme management, service improvement