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We are seeking an Operations Director to support and scale core functions. This role reports directly into Customer Operations and requires someone who can work across multiple operational areas while maintaining exceptional rigor and precision in decision-making and people management.
Job Responsibility:
Lead operational strategy and execution within Customer Operations
Oversee day-to-day support operations, ensuring efficient workflows, clear standards, and strong performance
Build and develop high-performing teams with clear responsibilities and accountability
Manage support systems, including ticketing tools, knowledge platforms, automation, and reporting
Partner with Product, Engineering, Sales, and Finance to improve processes and align customer insights with company needs
Maintain accuracy in forecasting, resource planning, incident management, and reporting
Drive continuous improvement through structured analysis and strong operational controls
Requirements:
Minimum of 8 years of experience in operations leadership within customer support, customer success, or service environments
Ability to operate effectively across multiple operational functions with strong systems thinking
Proven track record of precise, data-driven decision-making
Experience leading teams in fast-paced or high-growth settings
Strong understanding of operational tools, analytics, and automation
Nice to have:
Experience in a marketplace or similarly complex environment is a plus