Chief Of Staff, Customer Happiness

TL;DR

Chief Of Staff, Customer Happiness: Connective tissue of the department, ensuring the right things happen in the right order, with the right people involved with an accent on driving department performance on key metrics including cost efficiency, productivity, resolution time, and customer satisfaction. Focus on shaping hirify.global's customer operations strategy and stepping into a leadership capacity when needed.

Location: Munich, Germany. Willingness to travel regularly (monthly or every other month) to Málaga.

Company

hirify.global is one of the world’s fastest-growing vacation rental technology companies.

What you will do

• Own and deliver critical cross-team programs from strategy to execution, defining project management frameworks and setting clear goals.
• Drive department performance on key metrics including cost efficiency, productivity, resolution time, and customer satisfaction.
• Lead alignment across sub-teams in call center operations, customer success, workforce management, and customer happiness excellence.
• Be the strategic voice of the department in cross-functional conversations with Tech, BI, Finance, and Marketing.
• Shape hirify.global's customer operations strategy with the Director of Customer Happiness, identifying what's working and where to improve.
• Step into a leadership capacity when needed, providing continuity and direction across sub-teams in the Director's absence.

Requirements

• Multiple years of experience in program management, project management or strategy (in an operational context), ideally in a scale-up, high-growth tech, or marketplace environment.
• Hands-on experience working in or closely with a large customer-facing function such as customer success, customer service operations, or client management.
• Proven leadership experience in a customer management or operations context.
• A proven track record of driving complex, cross-functional projects to completion without direct authority.
• Analytical confidence: able to read data, ask the right questions, and turn insights into action.
• Strong written and verbal communication skills. Professional proficiency in English is a must. Spanish or German is a strong advantage.
• Exposure to AI, automation, or digital transformation initiatives in a customer operations setting.
• Willingness to travel regularly (monthly or every other month) to Málaga, where part of our Customer Happiness team is based.

Culture & Benefits

• Shape the future of travel with products used by millions of guests and thousands of hosts.
• Grow professionally in a culture that thrives on curiosity and feedback, with a strong focus on AI.
• Join a team of smart, motivated and international colleagues who challenge and support each other.
• Work in a modern tech environment.
• Work a hybrid setup with 50% in-office time for collaboration, and spend up to 8 weeks a year from other inspiring locations.
• Travel benefits, gym discounts, and other perks.

Hiring process

• Apply online on our careers page.
• Your first travel contact will be Carmen from HR.