Head of Customer Operations

As the Head of Customer Operations, you will lead the Ovoko’s customer-facing operations across the company. Your mission will be to build an efficient, scalable and product-led operating model that connects Customer Support with relevant Ovoko business areas such as product, shipping, supply, demand, warehouses and other.

You will take ownership of a 70-person Customer Support department, understand the root causes behind customer tickets and ensure that problems are solved by the teams that can remove them permanently. This is a transformation role for an analytical and operationally strong leader who can understand the full business, challenge the current setup and turn a complex environment into clear ownership, processes and measurable results.

• Build and implement a clear vision and operational roadmap for Ovoko’s customer-facing operations.
• Lead and develop a Customer Support department of 70 specialists and Team Leads, creating clear accountability and strong operational leadership.
• Assess the existing Customer Support department and strengthen its structure, leadership model, responsibilities and ways of working where required.
• Connect Customer Support with relevant business areas, ensuring that customer problems, the reasons customers reach out and related operational costs have clear owners across the company.
• Identify the root causes behind customer tickets and work with other teams to prevent recurring issues.
• Improve productivity and service quality through workforce planning, performance management, quality standards and effective decision-making.
• Analyse the operational and financial impact of customer-related problems, with a strong focus on high-cost and complex areas such as disputes.
• Define clear success metrics and communicate the operational roadmap, priorities and results to the management team.

• Extensive experience leading or transforming a complex operational function, business unit or organization.
• Strong business acumen and the ability to see how Customer Support and other functions, including Product, Shipping and Supply, affect one another.
• Proven experience evolving an organizational structure, operating model, major process or area of accountability.
• Exceptional analytical and problem-solving skills, with the ability to move from a broad business problem into data, operational details and clear actions.
• A strong ownership mindset and willingness to remain accountable from problem identification through implementation and measurable results.
• Experience leading managers or Team Leads and taking responsibility for a sizeable operational organization.
• Ability to work across functions, challenge senior stakeholders and establish clear ownership when problems sit between several departments.
• Experience using technology, automation or self-service to improve productivity, customer experience or cost efficiency.
• Comfort operating in an ambiguous and fast-changing environment without a predefined playbook.

Nice to have

• Experience in a marketplace, e-commerce, logistics or another business combining digital products with physical operations would be a strong advantage.
• Experience in management consulting, operations transformation, business operations or client services could be highly relevant if paired with hands-on implementation and operational ownership.

• Private health insurance
• Employee stock option plan (ESOP)
• Learning budget for your personal and professional growth
• Commuting perks (covered parking or public transport to choose from)
• Everyday snacks and drinks
• Onsite gym
• Top-notch hardware and software (MacOS or Windows to choose from)
• The opportunity to work from anywhere up to 30 days per year
• Employee referral program