Head of Operations

• An unique challenge at a fast-growing European e-commerce company;
• A great community of like-minded young professionals from 40 different nationalities;
• Support with Spanish administration processes and relocation;

Our client is a fast-growing international e-commerce company, ready to scale at large. With their mission to become the World's largest platform for printed products, they constantly challenge the status quo and try to do things differently. To set their big plans into motion, they need your expertise and enthusiasm as their new Head of Operations. 

You will play a pivotal role in their strategic growth by leading the entire operational team. This encompasses not only leading customer service experts, but also overseeing together with the Partner Management team the performance production with more than 300 producing partners, managing logistical processes, and directing the Pre-Press/DTP department. You'll be responsible for the overall operational performance, with a specific focus on implementing advanced technologies like AI to elevate efficiency and customer experience to new heights. As Head of Operations, you'll become a key member of the core management team.  You'll frequently travel to Rotterdam to provide hands-on support and guidance and work closely with internal teams to ensure their success with our service.

Responsibilities:

• Develop operational CX strategies that align with our vision and support strategic growth;

• Oversee the operational management of our CX teams and ensure the highest level of service is constantly delivered;

• Use data analytics, identify areas of improvement in the Customer Journey and communicate to stakeholders, maintaining a cross-functional collaboration;

• Implement state-of-the-art AI tools to accelerate efficiency;
  

• Lead a team of Team leads, by coaching, motivating and inspiring them to achieve quality and engagement;

• Foster a high-performance culture within your teams that aligns with the company values;

• Responsible for managing and optimizing the CX team's budget.

• 5+ years experience in a management or leadership position in Customer Experience;

• A professional level of English, both verbally and in writing;

• Extremely data and tech oriented;

• You possess both expertise and a deep enthusiasm for enhancing processes and operational protocols

• Strong leadership and operational capabilities with a knack for motivating and coaching teams;

• Exceptional communication and organizational skills;

• Strong analytical thinking.

What they offer:

• Support with Spanish administration processes and relocation;
  
• The best events and Friday drinks;
• Free Spanish classes;
• Attractive discounts on Urban Sports Club to enjoy a broad variety of sports whenever and wherever;
• The opportunity to learn and grow personally and professionally;
• A free Bueno Bootcamp every Monday and Wednesday;
• Breakfast, Lunch and healthy snacks are on us. Enough to keep you going all day!;
• Opportunities to learn and grow personally and professionally, even into our Leadership Team. We don’t look for age or background, if you are extremely good, you will grow quickly.