Head of Operations, Naboo

• APPLICATIONS THAT DO NOT COMPLY WITH EXPERIENCE REQUIREMENTS WILL NOT BE CONSIDERED
• EU WORK PERMIT MANDATORY
• You have 3-5 years of experience in a top consulting firm (BCG, McKinsey, Bain, Oliver Wyman...) and/or in an international Tech company as an OPS leader with full ownership of KPIs
• You have proven track record of building and scaling operations, not just running what already exists
• Strong leadership experience: hiring, managing and developing teams of 30+ people
• Experience working closely with Product, Tech and Data to build tools and automation
• Demonstrated ability to design processes and operating models that scale across countries
• Very strong analytical skills: comfortable with data, dashboards and financials; able to move from high-level strategy to root-cause analyses
• Structured problem solver with bias for action; you simplify complexity and drive decisions
• Excellent communication in English and another European language (French is a plus)
• Customer-obsessed and quality-driven, while pragmatic and business-oriented
• Comfortable in ambiguity and fast-moving environments; you thrive in scale-ups and change
• Hands-on and low-ego: willing to dive into the details when needed and lead by example

Desirable

• Based in Paris, Barcelona, Hamburg and Montreal, Naboo is expanding its services beyond Europe to North America and the Middle East. Naboo is scaling fast with strong backing from top-tier international investors
• In the context of our expansion and scaling challenges, Naboo is recruiting a Operations Director, directly reporting to the COO with direct interactions with all Executive Committee members
• We’re looking for an Operations Director to scale Naboo’s core operations across markets
• You’ll be the COO’s right hand on everything related to “how the machine runs” in our Customer Support / Event Management and Supply & Partnerships teams
• Your mission: make Naboo’s growth efficient and delightful for customers, partners and teams
• Turn our strategic vision into a clear operating model, OKRs and execution plans across countries and teams
• Leverage AI to eliminate low value added tasks, reduce support touch-points, focus humans on high value added client and partner advisory and build a high-performing team
• Design scalable processes and playbooks that can be rolled out across all markets
• Own end-to-end service delivery quality: from booking to post-event feedback
• Partner with Product and Data to continuously improve our platform, workflows and automation
• Drive operational excellence through KPIs, dashboards and rigorous performance reviews
• Partner with Finance on forecasting, budgeting and unit economics; ensure we hit our efficiency targets (e.g. contribution margin, support cost per booking, SLA adherence)
• Anticipate operational risks (seasonality, new markets, regulatory constraints, M&A integration) and set up mitigation plans
• Champion a customer-obsessed, data-informed, continuous improvement culture across the company
• Translate company strategy into an operational roadmap, with clear goals, milestones and success metrics
• Define and refine Naboo’s operating model (central vs local, in-house vs outsourced, automation vs manual) to support rapid growth
• Lead the company-wide OKR / KPI process for Operations and contribute to exec-level planning
• Map, design and continuously improve core processes (lead-to-booking, event delivery, incident management, supplier onboarding, support, billing, etc.)
• Implement best-in-class tools for CRM, ticketing, workflow and knowledge management in partnership with Product/Tech
• Set and enforce SLAs for customers, partners and internal stakeholders
• Implement and scale operational playbooks for new market launches and acquired entities
• Hire, coach and develop a strong Ops leadership bench
• Create a high-performance culture with clear ownership and decision rights
• Foster tight collaboration with Sales, Customer Success, Marketing, Product and Finance
• Define the Operations KPI framework: NPS, response & resolution times, on-time event delivery, rebooking rate, supplier quality, margin, productivity per FTE…
• Build and maintain dashboards with Data & Finance to monitor performance and identify improvement opportunities
• Lead structured problem-solving and experimentation (A/B tests, pilots) to unlock step changes in efficiency or customer experience
• Ensure compliance with local regulations relevant to events, travel, safety and data protection
• Set up robust incident management, escalation and crisis response processes
• Own quality standards and audits for suppliers and partners
• Contract Type: Full-Time

• Discovery video call with COO
• Case study on scaling operations at Naboo
• Speed dating interview with the Executive Committee
• Reference checks
• Final interview with COO and CEO
• Start Date: 05 January 2026