Head of Business Operations / Site Manager (Saas B2B)

Shiftmove is a profitable B2B SaaS company and the fastest-growing fleet management platform in Europe, born from the merger of Avrios and Vimcar, and now serving tens of thousands of corporate customers across Germany, France, Spain, Switzerland, Poland, and beyond. Most recently, we acquired Optimum and Ocean in France, expanding our footprint and doubling down on one of Europe's largest fleet markets. Our AI-powered platform connects real-time vehicle data with intelligent software so that businesses can procure smarter, control costs, stay compliant, and lead the transition to cleaner mobility, all from one place. We have a clear goal: one million vehicles managed on our platform by 2027 . We are already at 730,000. The next chapter is about execution, and that is where you come in. The Role You are walking into a high-impact leadership role as our local Site Manager on the ground in Casablanca. Shiftmove is scaling its footprint across Europe, and we are establishing our Casablanca office as a premier, high-performing strategic hub dedicated to driving excellence across the French market. You will run the day-to-day office environment autonomously, spearheading a cultural transformation focused on ownership and accountability, while partnering closely with functional managers based in France to ensure seamless after-sales execution. In this role, you will drive the performance, structure, culture, and scalability of our Customer Experience (CX), Production, and local Site Operations . What You'll Do Drive Accountability: Establish a high-performance culture backed by clear KPIs. Govern Site Operations: Own day-to-day office management, on-site presence, and local HR/disciplinary actions to maintain high standards of professional conduct. Scale Local Talent: Partner with global recruitment to drive localized hiring ramp-ups, improve employee engagement, and implement retention strategies to protect our talent base. Industrialize Customer Support: Centralize and optimize Level 1 Technical Support, managing critical operational metrics including Customer Satisfaction (CSAT), Service Level Agreements (SLAs), and Time-to-Resolution (TTR). Standardize Onboarding Processes: Build and embed performance measurement structures for the onboarding team from scratch, turning a manual workflow into a predictable, data-driven engine. Manage Cross-Border Alignment: Act as the primary local anchor connecting Casablanca's site execution directly to French operational leadership. Who Thrives in This Role Significant leadership experience: You bring significant years of experience leading operations, customer experience, or site/hub management within complex international environments SaaS ecosystem background: You possess a clear background within international, fast-paced SaaS, software, or B2B digital product scale-ups rather than traditional, high-volume commodity BPOs Scale-up DNA: You have a proven track record of building or restructuring teams from the ground up and moving unpolished processes into highly automated, standardized operational models Trilingual fluency: Native-level fluency in French for market alignment, corporate-level proficiency in English for global reporting, and fluency in Moroccan Arabic Data-driven operational mindset: A strategic leader who natively thinks in terms of product adoption, customer lifetime value, and structural efficiency How You Work You bridge diverse cultures: You possess the professional maturity required to seamlessly bridge European corporate expectations with local Moroccan workplace dynamics. You embrace change and automation: You actively lead change management and comfortably support the rollout of new automated workflows and AI-driven efficiency tools. What Success Looks Like In the First 3-6 Months: A comprehensive operational audit of the Casablanca hub is completed. Missing KPI frameworks across onboarding and support are fully implemented with reliable daily and weekly routines established. Casablanca’s operational speed and performance metrics are fully aligned with French corporate expectations. In the First 6-12 Months: A standardized target operating model optimized for the French market is successfully rolled out. Local team retention rates are stabilized, securing a strong and engaged local talent base. Why Join Shiftmove Redefine Moroccan operations: You are given the unique mandate and direct autonomy to completely redefine how Shiftmove operates in Morocco, turning a local team into a premium center of excellence. High-impact strategic leadership: Your work directly influences our highest-priority European market (France) within a fast-growing tech group. PE-backed context: Our PE-backed context means your work directly influences how the business is valued and how decisions get made at the top. A measurable mission: We are a company on a mission that is actually measurable: one million vehicles, cleaner fleets, and a category being built in real time. With over 40 nationalities, we are united by our dedication and a shared belief in our purpose: to simplify mobility operations for businesses. Different backgrounds, career paths, and perspectives are what make the work better. What we care about is simple: people who take responsibility, make it happen, and care deeply about the work. If you're unsure whether you fit, apply anyway. And if you need anything adjusted during the process, just tell us, and we'll make it work.