Operations Manager in NETHERLANDS

As an Operations Manager at SurePay, you’ll lead a dynamic team and focus on improving efficiency, ensuring customer satisfaction and driving innovation. This role combines strategic oversight and hands-on day-to-day operational leadership to align the goals of Customer Support, Implementations, Project Management and IT Support teams. You will ensure operational excellence, make sure that the teams meet their KPIs, and create proactive solutions that enhance the customer experience.

What you’ll do at SurePay

Leadership & Strategy:

• Lead, mentor, and inspire the Customer Support, Implementations, IT Support, and Project Management teams.
• Drive strategic initiatives to improve efficiency, quality, and operational performance.
• Develop and maintain service level agreements (SLAs) for customer support, ensuring adherence to defined standards.
• Lead operational reviews, crisis management activities, and implement continuous improvement processes.
• Contribute to the development and implementation of the overall Operations strategy.

Operational Excellence:

• Monitor customer satisfaction levels and identify areas for improvement.
• Proactively reduce customer queries by analyzing trends and implementing preventive measures.
• Manage escalations and complex customer issues, providing guidance and support to the team.
• Ensure projects are delivered on time and with minimal effort, improving operational workflows. Examples include streamlining RFP and Implementation processes for greater efficiency.

Collaboration:

• Act as the key liaison between cross-functional teams, including IT, Product Owners, and Customer Success.
• Report directly to the CEO while maintaining open communication with stakeholders across the company.

What you’ll need

• Bachelor’s degree (Master’s preferred) in Business Administration, IT, or a related field.
• 5+ years of experience in a leadership role within Customer Support or IT Operations.
• Expertise in Agile methodology (required), ITIL certification or Six Sigma (preferred).
• Solid technical acumen, including familiarity with APIs, Jira, and project planning tools.
• Collaborative, self-motivated, and detail-oriented with strong organisational skills.
• Analytical thinker with exceptional problem-solving abilities.
• Resilient under stress and adept at managing change.
• Practical and action-oriented, with strong project management capabilities.

What we offer

• Competitive Salary
• MacBook Pro, Iphone and the necessary appliances
• 8% holiday allowance
• 8% personal benefit budget which you could spend on extra (20!) holiday days, salary or training
• Travel costs compensation
• 25 holiday days
• Pension plan
• Flexible working hours and hybrid work environment
• An ambitious, fast growing company with 30+ nationalities in the team
• We offer a full relocation package for international candidates. This includes visa support, 30% ruling application, flights, assistance in finding a house, etc.

After you apply

• Call with the Recruiter: time to get better introduced
• First interview with the team members: diving into the role & culture of the company
• Second interview with the management team
• Offer time: celebrating to have you on board soon!