(Senior) Director Of Post Sales Operations

About Us

nShift is the leading global provider of cloud delivery management solutions (SaaS), we enable the frictionless shipment and return of almost one billion shipments across 190 countries each year. We are headquartered in London and Oslo and have over 500 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania.

Our software is used by many of the world leading e-commerce, retail, manufacturing, and 3PL shippers due to us having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors!

If you buy goods online, there is a strong chance that nShift has powered that delivery, so come and join us as we shape the future of shipping, one frictionless journey at a time.

Purpose of Role

We are creating a new senior role to partner directly with our Chief Customer Officer (CCO) in transforming a post-sales organisation of roughly 140 people across Support, Carrier Integration, and Professional Services, spanning multiple European geographies.

This is not a coordination or reporting role. Given how dispersed the organisation is, this person's presence in our offices — running workshops, working alongside teams, building solutions on the ground — is itself part of how we bring the CCO's leadership closer to the frontline. The role exists to personally own and deliver our highest-priority transformation initiatives, not to track them.

Please note that this is not a leadership role

Overall Responsibility

The (Senior) Director Of Post Sales Operations to the CCO will lead the hands-on delivery of transformation initiatives across the post-sales organisation, reporting to the Chief Customer Officer. This is an execution-first role: leading workshops, building AI-enabled tools and workflows, and driving initiatives from idea through to working reality, in close partnership with functional leaders across Support, Carrier Integration, and Professional Services. Frequent travel across our European offices is expected and central to how this role operates.

Competence and Experience

The area of responsibility includes:

Hands-On Transformation Leadership

• Personally lead and deliver the CCO's highest-priority transformation initiatives across Support, Carrier Integration, and Professional Services, from design through to execution.

• Run and facilitate working sessions and workshops directly with functional leaders and frontline teams to design new ways of working.

• Take initiatives from idea to built reality, working alongside the teams doing the work rather than directing from a distance.

AI Fluency & Building

• Bring genuine, hands-on AI fluency: able to build or prototype AI-enabled workflows, tools, or automations that remove friction from post-sales operations.

• Identify where AI and automation can accelerate transformation across the three functions, and personally help stand up early solutions rather than only scoping them for others.

Cross-Functional Execution

• Translate the CCO's strategic priorities into concrete, deliverable initiatives that span more than one of the three functions.

• Actively manage cross-functional handoffs and dependencies so initiatives land, not just get tracked.

• Represent the CCO in forums and decisions where direct involvement isn't required.

Frontline Presence & Stakeholder Management

• Spend significant time in person across our European offices, bringing visible leadership presence to a highly dispersed team.

• Build genuine, trusted working relationships with functional leaders and frontline staff across Support, Carrier Integration, and Professional Services.

• Support internal talent development and act as a connector between frontline teams and the executive team.

Key Requirements

Experience & Background

• 10+ years in senior post-sales, customer operations, or transformation leadership roles within B2B SaaS, ideally spanning more than one of: Support, Professional Services, Customer Success, or Partner/Integration functions.

• A demonstrated track record of personally building things — an AI-enabled tool, an automated workflow, a from-scratch operating model, or similar — not just directing others to build them.

• Experience leading hands-on transformation or operating-model change, including running workshops and driving execution to completion.

• Comfortable operating in ambiguity, building structure where none exists yet, without waiting for a fully-formed mandate.

• Experience navigating senior leadership environments and translating complex operational issues into clear, actionable decisions.

Skills & Attributes

• Genuine, hands-on AI fluency — comfortable building or prototyping with AI tools, not just directing others to.

• Strong facilitation skills; able to run a workshop and drive a room to a decision.

• Excellent written and verbal communication; able to distil complexity into clear, direct recommendations.

• Fluent written and spoken English.

Behaviours & Competencies

• Builder mindset: prefers doing to directing, and delivering to reporting.

• Structured, decisive, and comfortable operating in an evolving environment.

• Genuinely willing to travel frequently across our European offices — this role is defined by frontline presence, not remote coordination.

• Collaborative, low-ego partner to functional leaders across Support, Carrier Integration, and Professional Services.

Why This Role Matters

A post-sales organisation this dispersed doesn't transform through dashboards and steering committees alone — it transforms when someone senior enough to matter is in the room, building the solution alongside the team that has to live with it. This role brings that presence and that capability directly into the CCO's leadership, turning strategic priorities into things that actually get built.

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