This role is fully remote and can be based anywhere in most European locations.

The Opportunity

Our client is a well regarded and ambitious AI native tech platform, and they're handing one leader full ownership of the layer everything else is built on top of: their customer data and operations.

Right now that layer is running on inconsistent standards. That’s what this role will change: two operations are being merged into one, a single AI-driven process is being built to replace a patchwork of manual work, and someone needs to design and run it. You're building the operating model the company will run on for years.

This isn't just a driving seat. You'll be elbow-deep in the data, on the phone with customers, and in the room with engineering.

What You'll Do:

Merge two operations running at different standards into one and keep both performing through the busiest, highest-pressure stretches of the year.
Design and run a single AI-powered process for the whole operation, one that doesn't buckle when volume triples overnight.
Get your hands dirty in SQL or leverage AI and the BI tools you have already used to find your way around knowledge and data to hunt down the gaps and errors, then engineer the safeguards that stop them recurring.
Turn what you see on the ground into real product and engineering priorities, but not be afraid to build an MVP of what you need first.
Build and run an in-house team, plus steer multiple external partner teams scattered across time zones, all toward one bar of quality.
Stand up the training and knowledge systems that allow a multilingual, distributed team to keep getting sharper without needing you in the room.
Push the metrics beyond speed and error rate and build real visibility into how customers actually experience the solution, and use it to drive what gets fixed next.

What You'll Need:

Hands-on SQL fluency, or familiar enough with it to leverage AI to get you the end result
You have led customer operations and data operations internationally
You have managed internal teams and outsourced vendors
Track record recovering service levels under time pressure
Real ownership of automation/AI in an operational workflow, not just a giver of instructions to the more techy people around you
Extremely good understanding of BPO-style ops, SLA/capacity planning, vendor governance, coverage planning
Happy to be directly engaged with customers when needed, owning the NPS

This is for you if:

Being told “good enough” makes you want to prove it can still be better.
Given the choice between the safe route and the better but harder one, you take the harder one every time.
Honest feedback energises you more than it stings - in both directions.
Leadership hasn't cured you of wanting to be in the weeds. You're still excited to do it than just direct it.

This Is Not for You If:

You want a big team to direct at problems. This is a lean, capital-efficient business, and “just hire more people” is rarely the answer to a bad week.
You would rather not touch the high-volume, unglamorous queue work underneath the more exciting AI/automation angle.
You cannot point to what you personally built, fixed, or owned. This isn’t a role where you’ll have a team to execute on everything for you.
You can't name the specific tools and systems you know you can personally leverage to get insights yourself, and would rather direct SQL or data work to other more capable people.
Your instinct when resourcing is tight is to ask for more headcount rather than redesign the process.
You're not used to service levels being measured in hours, not days.
You've built your career in large, well-resourced organisations and haven't had to operate without that infrastructure in a startup or scale-up/growth environment.

If you think you’d be a great fit for this role and rather than being put off, you are excited by what you have read so far, apply!

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