Customer Service Manager (Innovation Lab)

TL;DR

Customer Service Manager (Innovation Lab): Managing daily operations and driving continuous improvement for customer service programs with an accent on stakeholder management and team leadership. Focus on coaching team leads, optimizing colleague experience, and aligning regional performance with global business strategy.

Location: Must be based in Amsterdam, Netherlands (Hybrid role, no relocation assistance provided).

Company

A global leader in travel technology dedicated to making it easier for everyone to experience the world through data-driven innovation.

What you will do

• Lead regional CS program targets, deliverables, and ensure regulatory compliance.
• Coach and develop Team Leads to drive productivity and quality results.
• Identify functional opportunities for continuous improvement and site performance elevation.
• Collaborate with cross-functional stakeholders including Service Design, Data Analytics, and Legal.
• Champion operational changes and motivate teams through hirify.global values.
• Foster an inclusive environment focused on wellbeing, feedback, and colleague recognition.

Requirements

• Bachelor's Degree or equivalent qualification required.
• 8–12 years of relevant experience in managing teams within international or multichannel environments.
• Proven expertise in Project Management and Stakeholder Management.
• Strong analytical capabilities to translate complexity into scalable solutions.
• Exceptional interpersonal and presentation skills with the ability to influence at global levels.
• Must be based in or able to work from Amsterdam, Netherlands.

Culture & Benefits

• Competitive compensation and benefits package.
• Hybrid working model with flexible arrangements.
• Up to 20 days per year working from abroad.
• Generous paid leave scheme including parent, grandparent, and care leave.
• Industry-leading product discounts up to €1,400 per year and Genius Level 3 status.