Head of Process Optimization

6 dagen geleden

Eindhoven, Noord-Brabant, Nederland SendCloud Voltijd

At SendCloud, we are seeking a highly skilled Head of Process Optimization to join our team. This role is based in our HQ in Eindhoven and offers a hybrid working model (2-3x per week).

This is a unique opportunity to lead and develop two different customer experience teams that will focus on driving the alignment and optimization of processes across Carrier, Finance, and Engineering, with the ultimate goal of enhancing the customer experience.

As a Head of Process Optimization, you will be responsible for leading impactful projects, fostering cross-departmental collaboration, and continuously improving processes to ensure that our customers receive seamless, efficient, and high-quality support and services.

This team is an integral part of our B2B business, driven to improve efficiency and workflows through:

  • Project Development for Carrier Integration and Management, Finance Process Optimization, and Engineering Collaboration
  • Internal Process Improvement and Optimization for Customer Experience teams;
  • Bridging Departments for Unified Customer Experience
  • Maintaining clear and consistent communication with stakeholders across these departments, ensuring that project goals, timelines, and outcomes are understood and supported by all parties
  • Management of our second-line teams for Tech Support and Finance Support

You will work closely with our CCO, VP Customer Success, our three other CX heads, and your Team Leaders. You will be working directly from our headquarters in Eindhoven.

Our perfect match

  • You have at least 2-4 years of experience in process optimization, project management, or operational excellence, with a strong focus on cross-functional collaboration and customer experience.
  • You have prior experience in logistics, e-commerce, SaaS, or a similar industry, where an understanding of carrier operations, financial processes, and engineering collaboration is crucial.
  • You have experience leading and developing teams, with at least 2-4 years in a leadership role overseeing process improvement or operational teams.
  • You are familiar with managing complex projects, including scope definition, resource management, and timeline adherence. Familiarity with project management tools and methodologies
  • You get excited by driving close collaboration between cross-department teams (Product, Engineering, Finance, Sales, CSM, and CS)
  • Written and verbal fluency in English is mandatory, another European language is considered a plus

You also share our core values

  • No bullshit We dont like big egos: we like honesty, transparency, and openness. Feel confident in owning your mistakes and learn from them
  • Grow & Win Keep on learning and improving: whether it's from each other, from possible blunders, or by proactively searching for ways to expand your skills
  • Have fun You are not afraid to be yourself, even if you're a little crazy, and you love to be surrounded by your awesome colleagues

Benefits

  • A competitive salary to celebrate your accomplishments (including a SAR package)
  • Holidays per year on a full-time basis + a free holiday on/around your birthday
  • After 3 years of employment, you get a sabbatical of 4 weeks from us
  • Keep growing with a study budget of 0,- per year
  • Stay fit with your free gym membership
  • Pension scheme
  • A flexible hybrid working model (around 3 days in the office) and a dedicated budget to set up your home office
  • Access to many discount programs, shop till you drop

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