Head of Customer Operations

WHO WE ARE
 
Ovoko is transforming Europe’s €30B+ used car parts market - a massive, fragmented industry still largely offline. We connect 7,000+ scrapyard owners, car parts sellers and dismantlers with millions of buyers through our marketplace, SaaS and logistics platform, making it effortless to trade parts across borders. With over 42 million parts listed, we’ve grown into one of Europe’s fastest-scaling e-commerce companies, but the real opportunity lies ahead, as we build a real category-defining platform worldwide.

INT THIS ROLE YOU WILL

- Build and implement a clear vision and operational roadmap for Ovoko’s customer-facing operations.

- Lead and develop a Customer Support department of 70 specialists and Team Leads, creating clear accountability and strong operational leadership.

- Assess the existing Customer Support department and strengthen its structure, leadership model, responsibilities and ways of working where required.

- Connect Customer Support with relevant business areas, ensuring that customer problems, the reasons customers reach out and related operational costs have clear owners across the company.

- Identify the root causes behind customer tickets and work with other teams to prevent recurring issues.

- Improve productivity and service quality through workforce planning, performance management, quality standards and effective decision-making.

- Analyse the operational and financial impact of customer-related problems, with a strong focus on high-cost and complex areas such as disputes.

- Define clear success metrics and communicate the operational roadmap, priorities and results to the management team.

WHAT WE ARE LOOKING FOR

- Extensive experience leading or transforming a complex operational function, business unit or organization.

- Strong business acumen and the ability to see how Customer Support and other functions, including Product, Shipping and Supply, affect one another.

- Proven experience evolving an organizational structure, operating model, major process or area of accountability.

- Exceptional analytical and problem-solving skills, with the ability to move from a broad business problem into data, operational details and clear actions.

- A strong ownership mindset and willingness to remain accountable from problem identification through implementation and measurable results.

- Experience leading managers or Team Leads and taking responsibility for a sizeable operational organization.

- Ability to work across functions, challenge senior stakeholders and establish clear ownership when problems sit between several departments.

- Experience using technology, automation or self-service to improve productivity, customer experience or cost efficiency.

- Comfort operating in an ambiguous and fast-changing environment without a predefined playbook.

- Experience in a marketplace, e-commerce, logistics or another business combining digital products with physical operations would be a strong advantage.

- Experience in management consulting, operations transformation, business operations or client services could be highly relevant if paired with hands-on implementation and operational ownership.

WHAT WE OFFER
 
• Private health insurance
• Employee stock option plan (ESOP)
• Learning budget for your personal and professional growth
• Commuting perks (covered parking or public transport to choose from)
• Everyday snacks and drinks
• Onsite gym
• Top-notch hardware and software (MacOS or Windows to choose from)
• The opportunity to work from anywhere up to 30 days per year
• Employee referral program
 
Discover all our perks by visiting our website: https://about.ovoko.com/career/#perks