VP Customer Operations

3 мес. назад

NetherlandsEuropeHeadOnsite

Lead customer operations with a focus on AI-driven transformation and scalability across Europe at .

is looking for a sharp, execution-obsessed, and commercially minded VP Customer Operations to join our team. In this high-visibility role, you will own every customer touchpoint across 's markets and lead our AI transformation in operations. If you are a leader who thinks at the level of the business, not just the function, we want to meet you. As  VP Customer Operations , you will sit at the centre of 's most important shift: transitioning from human-led support to AI-first customer interactions, without sacrificing the quality and trust our customers expect. Your mission is to make 's operational model scalable across Europe, using AI as your primary lever.  About We are a high-growth scale-up backed by €43M in total funding from world-class inve

8+ years in operations, with at least 3 in a senior leadership role, ideally in fintech, insurtech, or another regulated environment
Managed teams of 20+ across multiple functions and built the leadership layer beneath you
Owned n a Customer Operations budget, think in cost-per-contact and deflection rate, and make headcount decisions without losing sight of customer outcomes
Re-imagined operational processes from scratch, not just inherited and optimised them
Knowledge on how to use data to spot problems early: you set the metrics, interrogate the dashboards, and own the follow-through
Managed multilingual, multi-market Support teams and know what it takes to keep quality consistent across our markets
A track record of working with product and tech teams to automate manual workflows and actually getting it shipped

Act as the key business stakeholder for SmartGuide (our AI Coach). You set the priorities, own the outcomes, and work closely with the tech team to prioritise what it covers, where it hands off to a human, and how it improves over time
Own implementation across all communication channels: website, WhatsApp, email, and ultimately voice and video
Partner with Product and Tech to turn operational bottlenecks into product improvements and automation wins
to clear outcomes
Set and hold the bar on quality and speed across all customer-facing workflows: responses, case handling, and channel coverage, whether delivered by AI or humans
Own the customer experience metrics across all markets: CSAT, first response time, resolution time, first time right, STP-rate and contact rate per policy
Own the post-application customer journey: MTAs, cross-sell moments, and keeping customer profiles accurate and up to date
Own the performance of Customer Operations across NL, FR, and DE: headcount, tooling, SLA delivery, and cost efficiency
Lead and develop your team of support and insurance specialists across NL, FR, and DE, plus the additional markets we're adding over the next 12 to 18 months
Translate business strategy into quarterly Ops priorities and hold the team accountable