Head of Operations

Develop and execute Monizze’s Customer Operations strategy aligned with the company’s ambitions.

You will:

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  Build a scalable Operations organisation

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  Translate company strategy into operational priorities

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  Ensure operational excellence across the customer lifecycle

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  Define long term improvement roadmaps

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  Anticipate future operational challenges

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  Continuously raise operational maturity

Lead and develop the customer operations department.

Your team includes:

• Customer Care Team Lead

• Customer Care Experts

• External operational partners

You will:

• Coach a manager and senior experts

• Create a culture of ownership, accountability and excellence

• Build succession plans and talent development

• Ensure the right organisation and competencies for future growth

Customer operations is one of Monizze’s strongest differentiators.

You ensure every operational process contributes to an exceptional customer experience.

You will:

• Own operational performance

• Continuously improve SLA achievement

• Increase customer satisfaction (CSAT)

• Improve complaint management

• Ensure operational consistency across all channels

• Reduce customer effort through simplification and automation in collaboration with the customer obsession team

Continuous improvement is at the heart of your role.

You constantly challenge existing ways of working and transform observations into measurable improvements to feed the customer obsession and product team roadmap.

You will:

• Standardize and formalize operational processes

• Improve scalability and efficiency

• Remove operational bottlenecks

• Optimize knowledge management

• Introduce Lean and continuous improvement methodologies where appropriate

Operational decisions should be driven by facts.

You will:

• Define operational KPIs

• Build meaningful dashboards

• Monitor customer trends

• Analyse root causes

• Translate data into improvement inititiatives

• Create visibility for senior management

Operations sits at the heart of the company.

You collaborate closely with:

• Product

• IT

• Sales

• Marketing

• Finance

• HR

You ensure customer insights become product improvements and customer obsession becomes a company-wide mindset.

You own relationships with operational outsourcing partners and suppliers.

You will:

• Ensure contractual performance

• Monitor operational quality

• Challenge partners to continuously improve

• Drive strategic operational partnerships

• Master's degree or equivalent experience

• 7+ years of experience in Operations, Customer Experience, Customer Care or Service Delivery

• Proven experience leading managers and multidisciplinary teams

• Experience in a fast-growing technology company, fintech, SaaS or scale-up is a strong advantage

• Strategic operational leadership

• Strong customer-obsession mindset

• Analytical and data-driven decision making

• Process optimisation

• Performance management

• Change management

• Strong stakeholder management

• Financial and operational business acumen

• Excellent communication skills in Dutch, French and English

• Inspiring leader

• Hands-on when needed

• Structured and organised

• Strong prioritisation skills

• Excellent coaching capabilities

• Entrepreneurial mindset

• Resilient under pressure

• Pragmatic problem solver

• Curious and continuously looking for better ways of workin

• Leads by example

Reports to: Chief Operating Officer

Direct reports:

• Customer Care Team Lead (1)

• Customer Care Experts (5)

Indirect reports:

• Customer Care Associates (9)

• External operational partners (5)

Works closely with all business departments.

Operations at Monizze is much more than running day-to-day activities, it’s at the heart of our long term success with following approach: digital first with a human touch.

It is about creating a world-class customer experience while continuously improving how the company operates.

You will directly influence:

• Customer satisfaction

• Operational excellence

• Employee engagement

• Digital transformation

• Process innovation

• Business scalability

You will help build the operational backbone of one of Belgium's fastest-growing fintech companies.

You will be successful when you have:

• Embedded a culture of customer obsession, increasing satisfaction and reducing customer effort at every touchpoint

• Achieved best-in-class SLA performance

• Significantly improved operational efficiency

• Built a highly engaged and high-performing Operations team

• Implemented measurable process improvements across the customer lifecycle

• Increased automation and reduced operational complexity

• Strengthened collaboration between Operations, Product, Tech, Sales & Marketing team

• Established Operations as a key business partner, demonstrating strong operational leadership in line with the strategy

At Monizze, Operations is not a support function. It is one of the key drivers of customer loyalty, operational excellence and sustainable growth.

If you are passionate about leading people, transforming operations and building exceptional customer experiences, we'd love to meet you.