On Demand Operations Lead

Job Description

We’re looking for a strategic and driven On Demand Operations Lead to elevate performance and customer outcomes across our On Demand Customer Base. In this pivotal role, you'll oversee and optimise service delivery across customer touchpoints, aligning teams to deliver a consistent, scalable, and customer-focused experience. 

Our On Demand Customer Portfolio in Ireland comprises over 25,000 customers and is one of the largest portfolios in our Irish business. Support for this On Demand Customer Base is provided through our Inbound Customer Services Team, which is available to assist whenever queries arise. We are continually enhancing this model by adopting a Digital First approach, reflecting our commitment to delivering fast, seamless access to information and support — whenever and however it’s most convenient for our customers. 

This makes the On Demand Operations Lead a pivotal role — where you'll oversee not only the day-to-day service delivery but also shape and drive our digital transformation journey for this segment. 

You’ll lead cross-functional initiatives that promote collaboration, drive efficiency, and enable sustainable growth. This includes building agile, high-performing teams, embedding operational best practices, and fostering a culture of accountability, adaptability, and continuous improvement. 

Most importantly, this role supports our evolving customer engagement model — offering flexible levels of partnership and support depending on what each customer needs. We are seeking a leader who thrives in complexity, can influence across the organization, and is passionate about delivering measurable outcomes through innovation, insight, and people development. 

Your responsibilities day to day will be… 

• Lead operational strategies that drive growth, efficiencies, consistency, and exceptional service for our On Demand Fuel Customers. 

• Design and implement processes that support each customer segment and focus on creation of standards, automation and engagement,  

• Translate strategic goals into actionable plans, driving continuous improvement across teams. 

• Build and guide high-performing teams—setting clear standards, promoting collaboration, and fostering a culture of adaptability. 

• Collaborate closely with marketing, sales, product, and tech teams to ensure smooth execution of customer-facing initiatives, as well as identify opportunities for customer facing activities to drive satisfaction, customer engagement and foster a mentality of knowing and understanding our customers across all segments.  

• Monitor key performance metrics, using insights to make decisions, course-correct, and communicate progress effectively. 

• Develop scalable frameworks that support long-term sustainability and a responsive, customer-first approach. 

• Coach and mentor team members, aligning personal development with business goals and promoting a growth mindset. 

• Champion a test-and-learn approach to innovation, ensuring continuous improvement and long-term sustainability of initiatives, with a keen focus on efficiencies and effectiveness.  

Qualifications

We expect you to bring a commercial mindset and operational discipline to lead with clarity and purpose. You’ll need to translate insight into action, making data-informed decisions that enhance consistency, engagement, and results. 

As a people leader, you’ll build teams that thrive in change — setting high standards, promoting ownership, and guiding others through complexity with confidence and empathy. With a talent for developing others, you’ll create space for growth while staying laser-focused on customer success. 

You’ll champion collaboration, lead with intent, and ensure that every team is equipped to deliver on our flexible engagement model — from deep partnerships to responsive, on-demand support.