Director, Customer Operations

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EVBox

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Amsterdam, Netherlands

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30+ days ago

Our expanding business is looking for a Director of Customer Operations. EVBox is growing enormously internationally and is setting future benchmarks for the EV charging industry.

Want to help create a sustainable future of transportation that's better for everyone? If yes, then take a look at what your role with us will entail.

About EVBox
We empower forward-thinking businesses to build a sustainable future by providing flexible and scalable electric vehicle charging solutions. As charging needs evolve, you'll be helping us to provide the infrastructure and expertise needed to make electric mobility the norm around the world.

What you'll be doing

As Director of Customer Operations you will be part of the Customer organization, focusing on supporting the Sales teams on opportunity management and be a liaison between our services team, our sales team and our partner customers, with a focus on the partner customer journey.

You would be reporting to the VP of Commercial Support.

Responsibilities:

  • Lead the Customer Operations team and ensure the team members will reach the set objectives and responsibilities.
  • Design the internal operations processes, lead the improvement discussions when needed and ensure change management.
  • Develop service level standards processes and ensure standardization and implementation across countries.
  • Recruit, coach and develop the team members of the Customer Operations Team
  • Build and proactively manage relationships with relevant internal stakeholders such as Supply Chain, Manufacturing, Fulfillment, Billing and Sales.



Activities:

  • Champion of change: stimulate the use of new systems / procedures and ensure quality trainings are organized and delivered
  • Signal bottlenecks and risks in processes and systems and proactively identifies improvement opportunities to overcome them.
  • Strategic thinking: take a holistic view on what the organization needs, and identify how the Customer Operations team can contribute.
  • Pro-actively document SOPs for the team; support team lead(s) / managers in onboarding new team members
  • Make balanced decisions considering the importance of priorities: distinguish issues in terms or urgency and impact and escalate accordingly

Reporting


  • Design management reporting with agreed KPIs to provide insights to Commercial MT regarding team performance and delivery coordination
  • Design and maintain reporting and dashboarding to track performance across regions and team members

Skills

  • Expertise in process designing and improvement
  • Analytical mindset and strong adaptability
  • Problem solving skills
  • Ability to provide the business with relevant insights/data regarding (improvement of) operational (cross-departmental) processes.
  • Experience in delivery coordination of hardware, software and services
  • Hands-on mentality; you lead by example in every way (e.g. driving process changes, implementing them, data driven mindset, cultivating relationships)
  • Excellent verbal and written communication skills in English

We want you to demonstrate

  • Data driven: proven track record in translating data into information and providing recommendations to improve performance and way of work
  • Able to set priorities and work in a focused way to ensure completion
  • Excellent internal stakeholder management
  • 3 to 5 years of experience in a management position, leading a team
  • Flexible mindset

Additional benefits we bring to the table

  • 25 vacation days
  • Flexible work from home - work from office Policy
  • Holiday Swap (2 days)
  • Access to learning platforms and personal development budget
  • Volunteer Day


EVBox will retain your personal data collected through the application process for 1 year after the position is filled in case of rejection. You can request your data to be deleted at any time. Please read here how EVBox processes your personal data.