Head of Customer Experience Operations

We are looking for a Head of Operations to lead the WFM and data team for CX and oversee the administration of Zendesk. You will oversee operations for all support units (Member, partner) to ensure a productive workforce, drive automation and contribute to efficient processes.

What you'll do

• Deliver accurate, timely, and actionable insights using tools such as Zendesk, Looker, and AI technologies to support business decisions
• Drive CX performance by defining KPIs with CX Heads, analyzing trends, identifying opportunities, and recommending improvements across service, satisfaction, quality, and cost
• Partner with the VP, Finance, and CX Leads to provide budget input and build business cases for strategic initiatives and process improvements
• Lead reporting, analytics, and executive presentations, ensuring stakeholders receive clear insights and ad hoc business support when needed
• Own the relationship, governance, and optimization of Zendesk, CRM, and telephony platforms, while enabling teams across the business to maximize platform capabilities
• Lead and develop high-performing Analytics, Workforce Management, and Expert teams, fostering collaboration and operational excellence

What you'll need

• University degree in Business, Business Analytics, IT, or a related field
• At least 3 years of experience leading and developing a team of experts
• Strong analytical, strategic thinking, and problem-solving skills
• Advanced knowledge of Zendesk, AI technologies, and business intelligence tools in a customer experience environment
• 3–5 years of experience in Customer Experience, Customer Service, or Business Analysis and Reporting
• Fluent English, with additional European language skills considered an advantage

What they offer

• Free Urban Sports Club L Pro Membership plus Friends and Family Discount
• Hybrid work setup with up to 120 days remote work within EU, UK, and Switzerland annually
• 30 days paid vacation plus two additional volunteer days
• Annual €1,000 professional development budget with internal training and language classes
• Complimentary access to mental health provider Open Up
• Regular team and company events with wellness initiatives