Customer Operations Manager - Maastricht

  • Mollie
  • Maastricht, Netherlands
  • 13/10/2021
Full time Management Operations

Job Description

We are looking for a Customer Operations Manager in Maastricht at Mollie with a key focus on leading and scaling our operations business at our Operations site. You will report directly into the VP of customer operations and form part of the leadership team within Operations.


Your opportunity:

We’re a market leader in online payments, loved by over 120,000 businesses across Europe. Our business is growing fast and we completed in 2020 a Series B investment round to further fuel our growth. We are a fast moving business with lots of opportunities to make a real impact, so we’re looking for a strategic thinker and an effective leader with a strong bias for action.

Reporting to our VP of Customer Operations, you will lead all of our operations teams at our Operations site in Maastricht. You will be responsible for the strategy and operational performance of all teams on the site which will include numerous teams and functions focussing on support operations. You will work with Mollie’s senior leadership team on a daily basis to ensure we execute against our strategy and enable Mollies ambitious growth targets. You’ll need to bring a strong strategic mindset to focus on building for the future and have exceptional leadership capability to lead the large Ops team (:100+).

This role is an ideal opportunity for a large scale people leader with deep operational knowledge and expertise to drive and own the strategy in a fast growing, international FinTech.

What you'll be doing:

  • Lead a multi disciplined team focussed on Customer Service (+100 team members)
  • Manage Managers of these teams and enable them to execute on your vision and strategy
  • Own the various performance KPIs and be a key driver of efficiency and customer experience across verticals
  • Drive the people strategy and performance philosophy at the Maastricht site
  • Ensuring there is a strong alignment between the different teams and HQ to ensure the team is focussed on a single vision and clear business objectives
  • Lead transformational change within the operations business through strategic decision making and out of the box thinking



What you'll bring:

  • Validated experience (10+ years) in Program Management, Operations Management, business strategy/consulting and/or customer experience roles
  • Validated experience (5+years) in leading large operations teams
  • You’ll combine analytical rigour with a strong strategic and operational acumen and a drive to get things done
  • You’ll also need strong communication skills and an ability to make a difference at all levels
  • You’ll energise the team with a healthy level of intensity and an entrepreneurial spirit
  • You’ll always deliver results and know to not let perfection get in the way of progress
  • You’ll need an excellent academic background and a strong strategy consulting skill-set from a reputable consulting firm
  • You enjoy working in a dynamic fast-paced and international environment that is changing every day!

Our Selection procedure in a nutshell:

  • Apply by clicking the button below. The more you share about yourself and the reason you apply at Mollie, the better!
  • To start with, our recruiter Dora will contact you to find out more about you and your work history
  • Then you will have an introductory talk with the hiring manager focused on the team fit and your general knowledge.
  • If this round is successful you will receive a take-home assignment which you will present to us on Google Hangouts. You will meet the rest of the team and they will challenge you on your approach.

Being authentic is our baseline

Mollie is one of Europe’s fastest-growing fintech companies. We provide a simple and clear payment API, which enables webshop and app builders to implement more than ten different payment methods in one go.

In the first few years of existence, Mollie was a developer-only adventure, and about 15 years later devs and techs still comprise roughly 45% of all staff. As a natural consequence, Mollie still is—and aims to be—highly tech-minded.

This focus on the technical side can be found in various things. Like, you pick whatever tools you want to use to get the job done. MacBooks, absurdly large or many screens, top-notch noise-cancelling headphones and whatever other equipment makes your nerd-boat float. We go to great lengths to create a space that allows you to focus on the things that will make you happy: shipping great features you helped dream up and build.

We don’t have code monkeys, but we do give you a problem and trust that you will create an outstanding solution. We believe in sane working hours and long-term solutions, instead of 70-hour work weeks with temporary workarounds.