Group CO Manager (SaaS)

TL;DR

Group CO Manager (SaaS): Scaling the Customer Operations organization across Support and Sourcing with an accent on operational excellence and structured transformation. Focus on designing the end-to-end operating model, improving SLA performance, and driving the CO roadmap through analytical rigor.

Location: Hybrid in Amsterdam, Netherlands

Company

hirify.global provides an automated SaaS platform to help IT teams equip remote and global teams with hardware across 100+ countries.

What you will do

• Manage and develop Team Leads across Support and Sourcing sub-teams, driving managerial excellence.
• Own overall SLA performance and diagnose operational pain points using a hypothesis-driven approach.
• Co-own and execute the CO roadmap, translating master initiatives into structured delivery plans.
• Lead tooling prioritization, including AI/chatbot oversight and automation investments.
• Advise on team structure and organizational design to support scaling.
• Represent Customer Operations in strategic forums and contribute to OKR achievement.

Requirements

• 5+ years of combined experience in management consulting (MBB, Big 4) and operational leadership.
• Direct exposure to SaaS environments and high-growth scale-ups.
• Proven track record of managing managers (Team Leads) and measurably improving departmental functions.
• Strong project and program management discipline to structure ambiguity into clear plans.
• Data-driven and analytically rigorous approach to decision-making and tracking.

Nice to have

• MBA or equivalent formal training in strategy/operations.
• Zendesk admin or advanced configuration experience.
• Background in AI training, deflection optimization, or self-service strategy.
• Exposure to analytics tools such as SQL, Looker, or Tableau.

Culture & Benefits

• Flexible hybrid work environment.
• Vibrant, entrepreneurial culture with opportunities for professional growth.
• Company off-sites and multi-yearly team bonding events.
• Pension scheme and Classpass corporate membership.
• Opportunity to shape how AI is integrated across the entire product.