Group Customer Operations Manager (SaaS)

TL;DR

Group Customer Operations Manager (SaaS): Scaling the Customer Operations organization spanning Support and Sourcing, driving it to world-class performance. Focus on people leadership, operational rigor, and strategic execution, owning the CO roadmap end-to-end.

Location: Amsterdam

Company

hirify.global simplifies hardware deployment, management, and retrieval with fast, reliable deliveries in 100+ countries.

What you will do

• Manage and develop Team Leads across Support and Sourcing sub-teams.
• Own overall SLA performance for the full CO organization.
• Contribute to the CO roadmap, breaking down initiatives into structured delivery plans.
• Drive project execution from output quality and stakeholder management to decision-making.
• Anticipate hiring needs and advise on team structure as the company scales.

Requirements

• Proven track record leading Customer Operations, Customer Support, or related functions at a fast-growing SaaS or tech company.
• Experience managing managers (Team Leads, Leads).
• Demonstrated ability to execute a complex, multi-initiative roadmap.
• Deep understanding of Support and Sourcing operations.
• Strong project management discipline.
• Data-driven decision-making skills.

Nice to have

• Zendesk admin or advanced configuration experience.
• Experience with internal tooling (Filament, Airtable).
• Background in AI training, deflection optimisation, or self-service strategy.
• Exposure to analytics tools.
• Experience in operations-heavy or multi-time-zone environments.

Culture & Benefits

• Flexible hybrid work environment.
• Top-notch tools and equipment provided.
• Vibrant, entrepreneurial culture with opportunities for growth.
• Off-sites and multi-yearly team bonding events.
• Team lunches and surprise events.
• Pension scheme and Classpass corporate membership.