Service Operations Manager (Regional)

TL;DR

Service Operations Manager (Regional): Leading the operational management of customer service activities within a designated region, overseeing transport and parking customer accounts, and ensuring exemplary service delivery. Focus on driving high-performance standards across the team while collaborating with key stakeholders to transform the urban mobility experience.

Location: This role is based in Berlin.

Company

hirify.global is a leading global mobility platform present in over 90 countries and 20,000 cities, helping people and decision-makers make smarter decisions about urban mobility and ease the experience of travel worldwide.

What you will do

• Deliver exemplary service by maintaining strong customer relationships and ensuring high levels of client retention.
• Manage all Service Level Agreements (SLAs) at a senior level, acting as the primary escalation point for complex queries and face-to-face client meetings.
• Lead, develop, and motivate the Customer Service team through accountable performance measures and tailored training programs.
• Identify and implement continuous service improvements to optimize operational efficiency and quality.
• Support pre-sales and strategic growth by identifying and costing new business opportunities and managing service subcontractors.
• Champion a culture of safety and compliance, working with HSEQ Advisors to ensure all processes are audited and aligned with business goals.

Requirements

• Proven track record of delivering outstanding customer service at a Senior Management level.
• Extensive experience managing operational customer service teams and overseeing contract SLAs.
• In-depth subject matter expertise in field service delivery within the parking or transport sectors.
• Strong financial aptitude with an understanding of budgets, contract costs, and resource allocation.
• Advanced communication skills and proficiency in core digital tools (Microsoft Office and Google Workspace).
• Exceptional time-management skills with a commitment to meeting deadlines in a fast-paced environment.

Culture & Benefits

• Be part of a global team transforming urban mobility.
• Work in a demand-led environment.
• Value clear communication and building a reputation for excellence.