Operations Manager

Type: Full-time
Location: Amsterdam, Netherlands | Onsite 4 days per week
Start date: September - October 2026

As our Operations Manager, you will own everything that happens after a client engages with us across the markets in which we operate.

We are already active in Germany and the UK, with more markets on the horizon. This means operating across different regulatory environments, logistics networks, languages, and client expectations while maintaining a consistently high standard of service.

You will be the person who makes that work.

This is not a reactive customer support role. You will be the single point of accountability for Client Operations: resolving complex escalations, building market-specific processes, fixing broken workflows, partnering closely with Product and Tech, and using AI tooling to build an operations function that punches well above its weight.

You will initially join as a highly autonomous individual contributor, with the opportunity to build and lead a team as the company grows.

Clients will trust you to get things sorted. Internal teams will rely on you to represent the client perspective clearly and constructively.

You will be the operational backbone of the client experience across every market.

• Own Client Operations across Germany and the UK, adapting processes to local regulations, expectations, and operational realities.

• Triage incoming issues quickly, prioritising based on urgency and impact and driving cases through to resolution.

• Own refund and compensation decisions, ensuring they are fair, fast, clearly documented, and aligned with local consumer requirements.

• Ensure clients leave every interaction feeling heard, supported, and confident in the service they receive.

• Build a scalable operational model that can support new markets without reinventing the function every time the business expands.

• Monitor fulfilment and delivery workflows across multiple markets and logistics partners, identifying issues before clients do.

• Manage operational relationships with carriers and fulfilment providers.

• Track delivery performance by market and identify recurring regional issues.

• Coordinate cross-border logistics edge cases and support compliance with local requirements.

• Turn fulfilment problems into clear operational actions and long-term improvements.

• Partner closely with Product and Tech to escalate, reproduce, and resolve platform bugs and client-reported issues.

• Involve Clinical and Medical teams when cases have potential health or safety implications.

• Identify patterns in client issues and translate them into structured, actionable feedback.

• Represent the client perspective in sprint reviews, planning sessions, and prioritisation discussions.

• Push teams beyond individual case resolution and towards fixing the underlying problem.

• Use AI tools to automate repetitive workflows, draft communications, and extract insights from operational data.

• Configure and continuously improve AI-powered support workflows, including routing, response drafting, and case summarisation.

• Adapt AI workflows for different languages, markets, and client expectations.

• Experiment with new tools and approaches that improve speed, consistency, and quality.

• Help define what excellent AI-enabled Client Operations looks like and then build it.

• Create and maintain operational playbooks, escalation paths, and resolution workflows.

• Build market-specific process variants where local regulations or expectations require them.

• Review key operational metrics, including resolution time, refund rates, recurring issue types, and market-level trends.

• Identify root causes and build processes that prevent the same issues from recurring.

• Ensure Client Operations remains well documented, reliable, and scalable as the company expands.

• 4–7 years of experience in customer success, operations, client operations, or a similar client-facing function.

• Experience working in a high-growth startup or scale-up environment.

• Experience operating across multiple markets, regulatory environments, logistics networks, or different consumer expectations.

• A proven track record of owning complex issues end to end across different channels and issue types.

• Fluent English.

• Strong cross-functional collaboration skills and the confidence to work directly with Product, Tech, Clinical, and operational teams.

• Analytical and process-oriented. You look for root causes rather than repeatedly fixing the same symptoms.

• Genuine comfort using AI tools as part of your day-to-day work.

• Based in Amsterdam or willing to relocate before the start date.

• Experience building or contributing to an operations function, with the ambition to lead a team.

• Experience in healthtech, regulated consumer products, or multi-market e-commerce.

• Familiarity with AI-enabled support tooling such as Intercom, Zendesk AI, or custom LLM workflows.

• Experience launching operational processes in new markets.