Director of Operational Excellence - Customer Care & Content Moderation (m/f/d)

The Director of Operational Excellence - Customer Care & Content Moderation will focus
on establishing and driving excellence across all CuCa operations. This role will lead efforts to define
and implement best-in-class sales processes and tooling define and optimize performance
measurement and enable scalable growth and deliver exceptional customer experience through all
our customer operations.

Your Mission

Define the future and drive innovation

• Define the strategy vision and policy for CuCa tooling and processes at the Aviv Group
  this will be a co-creation process with your key operational leaders.
• Own the tooling and processes. Work with our internal team and our external tooling partners
  to support our growing needs. Explore potential tools and services that may bring further efficiency and improvement to our operations.
• Leverage the latest technologies and AI developments to drive innovation and business
  results.
• Continuously look for ways to enhance customer operations.

Drive Operational Delivery and Excellence

• Engage with internal teams to bring strategy to life via roadmaps project plans and stakeholder management.
• Ensure local teams needs challenges and opportunities are addressed with our tools platforms and processes.
• Monitor progress and adapt as necessary. Ensure key success measures are in place and impact and ROI are captured.
• Ensure knowledge sharing on best practices across countries and segments.
• Build and provide insights to our CuCa teams enabling data-driven decision making.
• Own and track key metrics per country and work with teams to optimize performance.
• Drive consistency and standardization of tools processes and ways to measure success aiming for best-in-class.
• Manage 3rd party vendor budget and vendor relationships.

Vendor & Partner Management

• Oversee relationships with vendors supporting sales operations.
• Conduct RFPs PoCs and vendor reviews to ensure maximum ROI.
• Align vendors with evolving team needs and capabilities.

Be the voice of the customer

• Represent the voice of our customers when it comes to prioritizing and building products.
• Build strong and smart feedback loops between our customers and our product teams.
• Measure the impact of our products through customer feedback channels.

Stakeholders and team management

• A critical part of the role will be to manage our internal stakeholders and align on the strategy priorities and roadmap with the Operational leaders
• Manage grow and develop a team
• Foster a customer-centric culture focused on speed agility productivity and innovation.

Strategic & Operational Skills:

• Strategic Planning & Vision: Ability to define and implement a strategy and vision for tools and processes across multiple operational areas.
• Operational Excellence: Expertise in creating and driving scalable efficient and high-performing operations.
• Project & Program Management: Roadmapping project planning stakeholder coordination and delivery execution.
• Process Optimization: Identifying inefficiencies standardizing processes and implementing best practices across regions.
• Change Management: Leading teams through transformation initiatives and driving adoption of new processes or tools.

Qualifications :

Who were looking for
Were looking for a strategic customer-obsessed leader with a strong operational mindset and a passion for driving impact. You bring:

• A strong track record in customer-centric operations including leading complex initiatives improving processes and driving measurable impact at scale

• A deep understanding of operational processes and hands-on experience optimizing them through tooling innovation and data-driven decisions

• Proven experience in leading and developing teams including direct responsibility for performance management and team growth

• Demonstrated leadership in cross-functional environments working collaboratively with Product Tech Sales and other key business teams

• The ability to navigate highly dynamic fast-paced environments and effectively collaborate with both internal and external stakeholders

• Strong influencing skills with the ability to align multiple stakeholders drive change and build buy-in across the organization

• Solid knowledge of customer operations tools and CRMs such as Salesforce Zendesk Besedo or similar platforms

• Experience designing products and processes in a customer-centric bidirectional way translating customer needs into actionable insights for Product and Tech

• Familiarity with working in an OKR-driven environment (a plus)

• Outstanding analytical skills paired with strong business acumen experience with evaluating defining and implementing organizational changes is a bonus

• Excellent communication and interpersonal skills youre able to frame your message clearly at all levels build credibility across the organization and foster positive collaborative relationships

• A genuine passion for delivering exceptional customer experiences

Additional Information :

Benefits:

• 30 days annual leave 2 Volunteering days per year

• Hybrid or remote working options

• Flexible working hours

• Company pension scheme 

• 58 public transport allowance

• 100 allowance for glasses

• A mix of Health and Wellbeing benefits

• Bicycle leasing (Job Rad)

• Berlin only - Subsidised canteen (3.50/day)

• Berlin only - Kindergarten (employees need to request a place it might take some time about 6 months)

• Charity fundraisers

• Laptop (MacBook/Dell)

• Smartphone Subscription (requires approval)

• Partnership with Urban Sports Club & Kyan Health

About AVIV Group :

At AVIV we are an equal opportunities employer and an organisation where everyone is welcomed to be their authentic selves. We strongly encourage individuals with visible and non visible disabilities all educational backgrounds people from minority backgrounds those from the LGBTQIA community and parents and carers to apply.  If you need reasonable adjustments at any point in the application or interview process or wish to discuss part time or flexible working requirements please let us know.

In your application please feel free to note which pronouns you use (For example - she/her/hers he/him/his they/them/theirs etc).

Our ambition is to be the leading Employer in PropTech across Europe and this is a pivotal time to join us and unlock your perfect job!

Remote Work :

No

Employment Type :

Full-time