Senior Operations Manager, loveholidays

• Proven experience: You've thrived in a contact centre environment, ideally with experience managing outsourced teams
• A proactive approach: You're a self-starter who excels in fast-paced environments, effortlessly juggling multiple tasks and motivating others to achieve outstanding results
• Data-driven decision making: You're comfortable analysing data, identifying trends, and using insights to improve team productivity and customer satisfaction
• You're a problem-solver who digs deep to address root causes
• Operational expertise: You possess a strong understanding of operational processes and best practices
• You're adept at optimising workflows, streamlining operations, and finding efficiencies to reduce costs
• Customer-centricity: You're a skilled communicator with exceptional customer service skills
• You're empathetic, solutions-oriented, and dedicated to delivering high-quality resolutions
• Strong leadership: You're a decisive leader, even under pressure, with the ability to inspire and guide teams effectively
• Tech savviness: You leverage technology to automate processes, extract data insights, and drive operational improvement
• Excellent communication: You communicate effectively with stakeholders at all levels, including preparing and delivering presentations to senior management
• Collaborative spirit: You're a relationship builder who fosters teamwork and collaboration
• Flexibility to travel: You're available for international travel, approximately once a quarter (with the potential for increased frequency)
• Language proficiency: You're a native Dutch speaker with business-level English
• German language skills are a plus!

Desirable

• This Senior Operations Manager role is critical to launching and expanding our Customer Service in the Netherlands
• You'll partner with our Cape Town, South Africa team to build a high-performing customer service organisation
• This includes spending at least two weeks per quarter onsite in Cape Town to provide guidance, build relationships and gather customer feedback for continuous improvement
• In addition, you'll also support our rapidly growing German market
• Since we're leveraging the same Cape Town team for German customer service, your expertise will be invaluable in scaling operations for both markets
• You’ll add strength and depth to our existing German management team as we continue to hit our ambitious growth targets
• You will be customer obsessed, always looking at ways to remove points of friction along the customer journey to deliver a superior experience
• You will have strong stakeholder management skills enabling you to build excellent relationships with other key departments within loveholidays such as Customer Success, Supply, Commercial, Legal, PR & Brand but also with Tech and Holiday Product to help us close the feedback loop to ensure that when a problem is ours, we fix it to ensure it doesn’t happen again
• You will also be responsible for driving continual improvements with our supply partners so as to drive a superior customer and agent customer experience
• You'll be a vital part of achieving our team's, department's, and company-wide goals
• You'll do this by driving exceptional operational performance, exceeding customer satisfaction targets, and consistently meeting service level agreements
• This role is all about driving operational excellence for our Dutch and German markets
• You'll be our key partner in scaling customer service delivery by:
• Expanding our reach: Collaborate with our outsourcing partners to meet
• Growing demand in both the Netherlands and Germany
• Building a unified experience: Align Dutch and German operations with our core customer service model as these markets grow
• Leading and inspiring: Provide strategic direction to our outsourced Dutch team, ensuring top performance and achievement of all KPIs
• Analysing and improving: Monitor daily/weekly/monthly performance, identify improvement areas, and take action to drive positive change
• Maintaining operational rigour: Ensure all processes are up-to-date, well-documented, and effectively monitored. Collaborate across departments to resolve issues and promote best practices
• Being the expert: Serve as the primary point of contact for all Dutch and German customer service matters, providing updates and answering queries
• Championing customer experience: Continuously evaluate and improve internal and external processes to enhance customer satisfaction
• Collaborating across teams: Partner with the CX management team and other department managers to address cross-functional issues and ensure seamless customer support
• Stepping up as a leader: Support and represent the Head of Customer Operations in meetings and contribute to the strategic development of the Dutch and German teams

• Screening interview with Talent Acquisition team
• Interview with Hiring Manager + 1 other Manager (TBC) - 60 mins
• Final interview with Hiring Manager + CX Director - 60 mins