Customer Operations Programme Manager

Location: Hybrid/London or Manchester Salary: London - 48,987 - 61,234 per annum / National - 45,168 - 56,461 per annum Hours: 36 per week Contract Type: Fixed Term Contract until November 2026 We're looking for a Customer Operations Programme Manager to take the operational lead for our Home Ownership team, playing a pivotal role in driving performance across the department. This role sits at the heart of the team, leading on the coordination of activities, with responsibility for managing, tracking and reporting on progress to ensure actions are delivered on time and performance is clearly understood at all levels. A strong focus on customer experience will be central to this role. You'll use customer insight and journey mapping to understand end-to-end experiences, identify pain points and opportunities for improvement, and ensure operational activity is aligned to delivering positive, consistent outcomes for customers. You'll provide strong programme oversight, with customer needs at the forefront of every decision, you'll bring structure and clarity to complex activity, ensuring performance remains visible, meaningful and actionable. Working closely with key stakeholders, you'll build trusted relationships that enable effective collaboration. Producing clear, engaging and insightful reports will be a core part of the role, helping teams understand priorities, progress and performance at a glance. You'll bring significant experience of managing multiple programmes in parallel, alongside a strong understanding of project and programme governance. Experience of customer journey mapping, service improvement or customer experience frameworks will be key, alongside the ability to communicate clearly, influence effectively and collaborate across teams. A keen eye for detail, combined with experience of working to brand guidelines and internal standards, will ensure everything you deliver is consistent, high-quality and impactful. If you thrive in a fast-paced environment and enjoy bringing momentum, structure and assurance to complex operations while improving customer journeys, this is an excellent opportunity to make a meaningful difference. If this sounds like an opportunity for you, then please review the full role profile and behaviours before applying. Salaries are just the starting point. Here at Clarion, we're dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle -?dive in and find out more. At Clarion Housing Group, we support the responsible use of AI. Closing Date: Monday 19th January 2026 at midnight. Interviews will take place in early February 2026. This is a hybrid role with a base location at our offices in London or Manchester. Candidates will be expected to work from the office at least 2 days a week. If you live outside the M25, your salary will be based on your location and aligned to the National pay scale. You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment. Applicants must be able to travel across the region as required. This vacancy may close without notice. Diversity and Inclusion We want Clarion to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential. We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks. We're committed to building a strong, diverse workforce and making Clarion an inclusive place to work.