Head of Customer Operations

Location: Vilnius, Lithuania; hybrid workplace. The role includes the opportunity to work from anywhere for up to 30 days per year.

Salary: from €6,000 gross per month, with flexibility based on competencies and experience.

Company

hirify.global operates a digital marketplace combining e-commerce with physical operations such as shipping, supply, and warehouses.

What you will do

• Build and implement the vision and operational roadmap for customer-facing operations.
• Lead and develop a 70-person Customer Support department consisting of specialists and Team Leads.
• Assess and strengthen the support organization, leadership model, responsibilities, and ways of working.
• Connect Customer Support with Product, Shipping, Supply, Demand, Warehouses, and other business areas.
• Identify root causes behind customer tickets and drive permanent solutions for recurring issues.
• Improve productivity, service quality, workforce planning, performance management, cost efficiency, and operational reporting.

Requirements

• Extensive experience leading or transforming a complex operational function, business unit, or organization.
• Strong business acumen and understanding of how Customer Support interacts with Product, Shipping, Supply, and other functions.
• Experience evolving an organizational structure, operating model, major process, or area of accountability.
• Exceptional analytical and problem-solving skills, with the ability to turn broad business problems into clear operational actions.
• Experience leading managers or Team Leads and taking responsibility for a sizeable operational organization.
• Experience using technology, automation, or self-service to improve productivity, customer experience, or cost efficiency.

Nice to have

• Experience in a marketplace, e-commerce, logistics, or another business combining digital products with physical operations.
• Background in management consulting, operations transformation, business operations, or client services combined with hands-on implementation and operational ownership.

Culture & Benefits

• Learning budget for personal and professional growth.
• Commuting support through covered parking or public transport.
• Everyday snacks and drinks.
• Onsite gym.
• Choice of MacOS or Windows hardware and software.
• Work-from-anywhere flexibility for up to 30 days per year and an employee referral program.