1 week ago

VP Customer Operations

Insify

Amsterdam

1 week ago

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Insify is seeking a VP Customer Operations to lead customer touchpoints across markets and drive AI transformation in operations. The role involves transitioning from human-led support to AI-first interactions, scaling operations across Europe, and owning customer experience metrics. Requires 8+ years in operations with senior leadership experience in fintech or regulated environments.

On-siteFull-timeDirectorAIAutomation

VP Customer Operations

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On-siteFull-timeDirectorAI

Salary

Not specified

Work Location

Amsterdam, North Holland, Netherlands, NL

Work Model

On-site

Experience Required

8 years

Employment Type

Full-time

Experience Level

8+ years in operations, with at least 3 in a senior leadership role

Core Qualifications

Technical (Must-have)

AIAutomationCustomer ExperienceOperations ManagementBudget ManagementData AnalysisMulti-channel SupportProduct ManagementTeam LeadershipSLA ManagementCost EfficiencyCSATFirst Response TimeResolution TimeFirst Time Right

Soft Skills

Execution-obsessedCommercially mindedLeadershipIntellectual honestyRelentless driveOwnershipAdaptabilityStrategic thinking

Key Responsibilities

•Own every customer touchpoint across Insify's markets
•Lead AI transformation in operations, transitioning support to AI (SmartGuide)
•Roll out AI automation across website, WhatsApp, email, and eventually voice and video
•Set and hold quality and speed standards across customer-facing workflows
•Own customer experience metrics: CSAT, first response time, resolution time, first time right, STP-rate, contact rate
•Own post-application customer journey: MTAs, cross-sell, profile accuracy
•Own performance of Customer Operations across NL, FR, DE: headcount, tooling, SLA, cost efficiency
•Lead and develop support and insurance specialists teams across multiple markets
•Translate business strategy into quarterly Ops priorities
•Partner with Product and Tech to turn bottlenecks into product improvements

VP Customer OperationsAI transformationInsurtechOperationsCustomer ExperienceLeadershipScale-upAmsterdamFull-timeOn-site

Core Qualifications

Technical (Must-have)

Soft Skills

Execution-obsessedCommercially mindedLeadershipIntellectual honestyRelentless driveOwnershipAdaptabilityStrategic thinking

Key Responsibilities

•Own every customer touchpoint across Insify's markets

•Lead AI transformation in operations, transitioning support to AI (SmartGuide)

•Roll out AI automation across website, WhatsApp, email, and eventually voice and video

•Set and hold quality and speed standards across customer-facing workflows

•Own customer experience metrics: CSAT, first response time, resolution time, first time right, STP-rate, contact rate

•Own post-application customer journey: MTAs, cross-sell, profile accuracy

•Own performance of Customer Operations across NL, FR, DE: headcount, tooling, SLA, cost efficiency

•Lead and develop support and insurance specialists teams across multiple markets

•Translate business strategy into quarterly Ops priorities

•Partner with Product and Tech to turn bottlenecks into product improvements