Director of Platform Operations

About the Role

The Director of Platform Operations position is based either in Bristol or London with a hybrid working model. This leadership role involves overseeing three global functions related to client support and platform performance. Reporting to the VP of Product and Tech Operations, you will be responsible for managing the end-to-end client experience, ensuring smooth incident and problem management, and maintaining contractual service level agreements (SLAs).

Key Responsibilities

• Lead Client Support operations including incident response, problem management, and client communication to guarantee SLAs are met.
• Manage the Kaluza Platform Performance Assurance (KPPA) to monitor SLAs, KPIs, and platform health metrics across clients and regions.
• Oversee Kaluza Product Specialists (KPS) focused on resolving operational gaps and improving journey automation across client brands.
• Ensure data integrity using tools such as Datadog, Jira, and Databricks, and maintain consistency in global SLA standards.
• Manage relationships and budgets with operational tooling vendors, contributing to commercial discussions on client performance reporting.
• Promote AI-driven enhancements to support, assurance, and operational processes to increase efficiency.
• Maintain a calm and evidence-based approach during live incidents and serve as a trusted figure for clients and colleagues at all levels.

Candidate Profile

• Proven experience leading operations or support functions, ideally within multi-region, enterprise environments.
• Strategic thinker who takes full ownership, proactively setting standards and searching for necessary resources.
• Strong familiarity with incident and problem management frameworks including major incident command and root cause analysis.
• Understanding or ability to quickly master retail energy operations and platform-based processes.
• Experience working with data and monitoring tools like Datadog, Jira Service Management, and BI platforms such as Databricks or BigQuery.
• Effective leader and coach, fostering high-performance teams with a culture of transparency and customer focus.

Working Arrangements

This role expects attendance in the office for roughly three days a week, balancing collaboration with flexibility.

Kaluza Values

The organization is guided by five core values: Play to Win, Solve the Real Problem, Build Trust Every Day, Own the Outcome, Go Further Together.

Employee Benefits

• Contributory Pension Scheme
• Discretionary Bonus Scheme
• Private Medical Insurance with Virtual GP Access
• Life Assurance
• Access to a Climate Action Application
• Free Mortgage Advice and Eye Tests
• Access to Thousands of Retail Discounts
• 5% Flex Fund to Customize Benefits
• 26 Days Annual Leave plus 8 Flexible Bank Holidays
• Progressive Leave Policies including paid parental leave
• Personal Learning and Home Office Budgets

Additional Information

This role requires an existing right to work in the UK; visa sponsorship is not currently available. Kaluza embraces inclusivity and encourages all interested candidates to apply regardless of whether they meet every requirement fully.