Head of Operations

Lead and professionalise deeploi's operational backbone in Berlin. You own the entire customer lifecycle and lead the teams behind it: Customer Onboarding, Customer Success and IT-Support. Your teams are in place and processes exist; your job is to make them measurably better: clear SLAs, reliable data, strong customer relationships, and a service experience customers stay for.

What you'll do

• Lead three operational areas: Customer Onboarding, Customer Success and IT-Support, with direct and indirect responsibility for a team of around 15 people, including vendor management, procurement and our subprocessors.
• Build senior-level customer relationships, stay close enough to your accounts to know how they are doing, and step in personally when a conversation needs you.
• Together with Customer Success strengthen key accounts, understand what drives renewals and satisfaction, and use those insights to tailor products towards clients' needs.
• Refine and sharpen SLAs to be more meaningful, strengthen the data foundation behind them, and give the team the structure, tooling and capacity it needs.
• Optimise processes and tools so the business can grow without the team growing in lockstep.
• Represent the Voice of the Customer and translate operational insights into a clear product agenda with Product.
• Drive SLA compliance, retention and churn, upsells, customer satisfaction (NPS), support efficiency and service margins.
• Develop your team, set expectations, and build a service culture people are proud of.

What you'll need

• 6+ years in operations, service or general management, ideally in SaaS or IT services.
• At least 2 years of leadership experience, with a track record of building and developing teams in a high-growth environment.
• Customer centricity: you own the customer, don't shy away from difficult conversations, and bring the seniority and empathy to de-escalate them.
• Process thinking and a data mindset: you build the tracking and numbers missing, while staying pragmatic enough to decide even when data isn't there yet.
• Strong Operations and Product interface capability and a point of view you can defend.
• Solid technical understanding: an IT background or MDM knowledge is a plus; genuine interest and willingness to build deep understanding of IT infrastructure.
• Start-up or scale-up experience is a must; you thrive in fast-moving, pragmatic environments where structure is something you create.
• Based in Berlin, fluent German and English (C1+), and happy in an office-first culture with regular travel to Munich.

What they offer

• Competitive compensation package including a generous VSOP plan.
• High ownership and autonomy from day one, working directly with the founders.
• Benefits including Urban Sports Club or public transport allowance.
• Direct, visible impact as the service business grows.