Alistair Harrison

S

Program Manager at Stonegate Group · Customer operations

Stonegate Group
Oxford, UK · GMT (UTC+0)
8+ years experience
University of Glasgow
English
Open to work
Messaging unavailable

Overview

I've spent 8 years on customer operations - first at PwC, now at Stonegate Group. Brought support first-response time from 13 hours to under 1. Cut cost per order by 38% with routing and staffing changes. Before that: Monzo and Booking.com. Parent of two, so mostly sleep-deprived.

Good reasons to reach out
  • Roles in customer operations
  • Second opinions on quality decisions
  • Working sessions on Zendesk
  • Questions about customer operations
Please don't message about
  • SEO and link-building offers
  • Crypto token projects
  • Agency or outsourcing pitches

Travels often; replies within 48 hours

Skills
Zendeskcustomer supportworkforce planningautomationquality
Open to workLooking for a role
closes in 3 months

Next role: Program Manager in logistics, Oxford or hybrid

Target roles
Program Manager
Level
Senior
Industries
Fintech, Developer tools
Work mode
Remote
Available
From next quarter
Work authorization
Authorized to work in the UK
What I'm looking for
Scope to lead customer operations work, with a manager who gives direct feedback.
Not interested in
Contract-only roles

8 years in customer operations. Strongest at quality and workforce planning. Open to the right conversation.

Oxford, UK · remote OKcustomer supportautomationworkforce planning
Open

Experience

  1. Program Manager
    Jun 2023 - Present
    Stonegate Group · 3 yr 4 mo · Full-time · Oxford, UK
    • Ran the support program across 6 teams to launch on schedule.
    • Cut cost per order by 24% with routing and staffing changes.
    • Launched operations in 26 cities.
  2. Operations Associate
    Sep 2021 - Jun 2023
    Monzo · 1 yr 9 mo · Full-time · Oxford, UK
    • Secured 4 payments licences.
    • Negotiated 541 commercial agreements a year.
  3. Operations Associate
    Sep 2019 - Sep 2021
    Booking.com · 2 yr · Full-time · Oxford, UK
    • Secured 2 payments licences.
  4. Operations Associate
    Oct 2018 - Sep 2019
    PwC · 11 mo · Full-time · Oxford, UK
    • Built the privacy programme for launches in 27 countries.
    • Secured 2 payments licences.

References

No references yet.

Education

  1. University of Glasgow
    MA, Industrial Engineering
    2018 - 2020
  2. King's College London
    BSc, Industrial Engineering
    2014 - 2017

Details

Compensation expectations
What they are targeting for their next role.
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Direct contact details
Direct email and a scheduling link.
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