Amsterdam
2 days ago
Operations Manager
Creative Clicks
Amsterdam
2 days ago
Operations Manager
Operations Manager needed for a fast-growing healthtech company in Amsterdam. You will own client operations across Germany and the UK, resolve escalations, build processes, and leverage AI tools. Requires 4-7 years of experience in client-facing operations and fluency in English.
AIHybridFull-timeMid LevelClient OperationsCustomer Success
Operations Manager
Operations Manager needed for a fast-growing healthtech company in Amsterdam. You will own client operations across Germany and the UK, resolve escalations, build processes, and leverage AI tools. Requires 4-7 years of experience in client-facing operations and fluency in English.
AIHybridFull-timeMid LevelClient Operations
Salary
Not specified
Core Qualifications
Technical (Must-have)
Client OperationsCustomer SuccessCross-functional CollaborationProcess ImprovementAI ToolsEscalation ManagementLogisticsFulfillmentData AnalysisRoot Cause AnalysisOperational PlaybooksMarket AdaptationRegulatory ComplianceCommunicationProblem Solving
Soft Skills
OwnershipAutonomyCollaborationAnalytical ThinkingAdaptabilityConfidenceClient Focus
Preferred Qualifications
Technical (Nice-to-have)
HealthtechRegulated Consumer ProductsMulti-market E-commerceIntercomZendesk AILLM WorkflowsTeam Leadership
Key Responsibilities
- Own Client Operations across Germany and the UK, adapting processes to local regulations and expectations.
- Triage incoming issues quickly, prioritising based on urgency and impact, and drive cases to resolution.
- Own refund and compensation decisions, ensuring they are fair, fast, and aligned with local consumer requirements.
- Monitor fulfilment and delivery workflows across multiple markets and logistics partners.
- Manage operational relationships with carriers and fulfilment providers.
- Coordinate cross-border logistics edge cases and support compliance with local requirements.
- Partner closely with Product and Tech to escalate, reproduce, and resolve platform bugs and client-reported issues.
- Involve Clinical and Medical teams when cases have potential health or safety implications.
- Identify patterns in client issues and translate them into structured, actionable feedback.
- Represent the client perspective in sprint reviews, planning sessions, and prioritisation discussions.
- Use AI tools to automate repetitive workflows, draft communications, and extract insights from operational data.
- Configure and continuously improve AI-powered support workflows, including routing, response drafting, and case summarisation.
- Adapt AI workflows for different languages, markets, and client expectations.
- Create and maintain operational playbooks, escalation paths, and resolution workflows.
- Build market-specific process variants where local regulations or expectations require them.
- Review key operational metrics, including resolution time, refund rates, recurring issue types, and market-level trends.
- Identify root causes and build processes that prevent the same issues from recurring.
Operations ManagerHealthtechClient OperationsAmsterdamHybridFull-timeAI ToolsCross-functionalScale-upMulti-market