Job Description

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 develop team members
• Comfortable stepping into an established function and taking ownership quickly

Nice to have:

• Background in a marketplace or e-commerce environment, with a strong understanding of customer and partner issues
• Experience preparing a support operation for rapid growth in volume and complexity
• Hands-on experience with Zendesk or similar helpdesk and help centre platforms

Benefits

We want to build a world where fashion works for everyone, and we want teams that are just as inclusive. Diversity and inclusion is an integral part of our culture at Lyst. We recognise and celebrate the value and impact diversity brings to our company and are committed to ensuring this is a consistent focus, for which we are held to account. We are committed to treating all applicants fairly and equally, and encourage candidates from all backgrounds to apply for this role. We are happy to talk about flexible working arrangements.

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Lyst we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.