Operational Improvement Manager, VanMoof – Amsterdam (NL)


About the job

VanMoof is a fast-moving e-bike company on the lookout for an ambitious Operational Improvement Manager to work alongside our suite our Operations Excellence team. You’ll be responsible for managing projects to improve our daily operations, taking them to the next level. Alongside that – you’ll own customer support processes and work closely with the Customer Support team to improve our rider journey through the implementation of new tools.

So what will be your main focus? You’ll be responsible for managing customer support projects, monitoring metrics and collaborating with cross-functional teams to make sure that we are providing the best possible experience to our riders. Our ideal candidate is a natural when it comes to multitasking and has a background in excellent customer service. Sounds like a perfect match? Apply now.

What You’ll Do

  • You’ll work closely with our Customer Support team to identify areas of improvement in our processes and tools.
  • You’ll manage the development and implementation of new customer support tools, processes and operational strategies.
  • You’ll collaborate with cross-functional teams to make sure that our customer support and operational processes are aligned with company goals.
  • You’ll maximize the benefits of our customer service platforms, define standards and practices – as well as promote operational excellence within customer support to keep focus on improving rider experience.
  • You’ll consistently identify areas of improvement with regard to the efficiency, viability, and sustainability of processes across the Operations team as well as other departments.
  • You’ll propose, initiate, and execute improvements in a cross-functional way, making sure that stakeholders company wide are properly briefed and informed.
  • You’ll work with the Operational Excellence team to manage the backlog, prioritize initiatives, and set achievable goals.

What you’ll bring:

  • You’ll have at least 4-5 years of experience managing high-level projects that focus on improving the customer journey.
  • You have proven experience working with key customer support tools such as Chat Bots, Decision Trees, Customer Support tooling.
  • You have experience in working with customer service operations and have an excellent understanding of how support teams function.
  • You’re an all-rounder that has the hard skills to get stuff done, but also the soft skills to understand what our riders and internal stakeholders want and need.
  • You have a proven track record of driving improvement projects that have a lot of moving parts, across various teams.
  • You work towards simplicity in all you do and how you engage and enable others. You are calm, collected, and confident in working in a dynamic, changing environment.
  • Your decision making starts with data but is backed with a healthy mix of common sense and gut feeling.
  • You have a self-starting approach and strong ownership that helps you achieve results independently.

Extremely nice to have

  • You have experience with leading high-level strategic projects.
  • You have a previous background in customer support, or a service-related role.
  • You have previously managed customer support tooling that spans from Chatbots to Knowledge bases.

What You’ll Get

  • 26 paid holidays for you to unwind.
  • Additional paid leaves for special occasions, e.g. marriage/bereavement, maternity/paternity and moving house…etc.
  • Your very own VanMoof bike (lend-lease).
  • Yearly one discount voucher on a VanMoof bike.
  • All the tools/equipment you’ll need to do the best job possible.
  • Pension plan by Doenpensioen a.s.r.
  • Unlimited free consultations for mental well-being with Open Up.
  • Healthy (discounted) lunch provided when in the office.
  • Snacks & beverages at the office to keep you Moofing.
  • Classpass membership, and OneFit discount.
  • Hybrid working environment.
  • Participation in the Employee Stock Ownership Plan.

About Us

We’re obsessed with cities. So are our bikes. Truly city-proof, they shrink long commutes, scare off bike thieves, and amplify your pedal power. Join us on this journey.

Job descriptions are difficult to interpret. We understand you might not tick all the above boxes. The truth is, we don’t either. If you feel excitement about our upcoming challenges, we encourage you to apply now.

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