Head of Customer Experience Operations

TL;DR

Head of Customer Experience Operations: Lead CX operations by running WFM and the data team for CX and overseeing Zendesk administration with an accent on scalable, data-driven customer support performance. Focus on defining CX KPIs, turning Zendesk/Looker/AI insights into actionable decisions, and governing CRM and telephony platforms to optimize service quality and cost.

Location: Berlin; Cologne

Company

hirify.global is a sports and wellness membership platform.

What you will do

• Deliver accurate, timely, actionable insights using Zendesk, Looker, and AI technologies to support CX business decisions.
• Drive CX performance by defining KPIs, analyzing trends, and recommending improvements across service, satisfaction, quality, and cost.
• Partner with VP of Customer Experience, Finance, and CX Leads to provide budget input and build business cases for strategic initiatives and process improvements.
• Own reporting, analytics, and executive presentations, providing clear insights and ad hoc business support.
• Own the relationship, governance, and optimization of Zendesk, CRM, and telephony platforms, enabling teams to maximize platform capabilities.
• Lead and develop Analytics, Workforce Management, and Expert teams to foster operational excellence.

Requirements

• University degree in Business, Business Analytics, IT, or a related field.
• At least 3 years of experience leading and developing a team of experts.
• 3–5 years of experience in Customer Experience, Customer Service, or Business Analysis and Reporting.
• Advanced knowledge of Zendesk, AI technologies, and business intelligence tools in a customer experience environment.
• Strong analytical, strategic thinking, and problem-solving skills with the ability to translate data into actionable insights.
• Fluent English communication; additional European language skills are considered an advantage.

Culture & Benefits

• Hybrid work model with on-site and remote work options.
• Remote work up to 120 days within the EU, the UK, and Switzerland (including 30 days outside the EU), plus desk-swap option at other European offices.
• 30 days paid vacation annually, plus two additional volunteering days and flexible working hours.
• €1,000 annual budget for professional growth, internal training sessions, and weekly German and English classes.
• Complimentary access to mental health provider Open Up and regular team/company events with wellness initiatives.