Head of Operations Manager

vor 4 Wochen

Zürich, Zürich, Schweiz ofri Internet GmbH Vollzeit
About the Role

We are seeking an experienced and dynamic Operations Manager to join our team at ofri Internet GmbH. As a key member of our leadership team, you will be responsible for overseeing and optimizing our day-to-day operations, fostering our company culture, and leading our customer service department.

Key Responsibilities
  • Oversee all aspects of people operations, from recruitment to off-boarding, ensuring a seamless and efficient process.
  • Foster a positive company culture and internal communication, organizing company retreats, running workshops, and maintaining our company handbook.
  • Manage and streamline internal processes to improve workflows and eliminate bottlenecks, ensuring maximum productivity and efficiency.
  • Spearhead cross-department projects, driving collaboration and innovation across the organization.
  • Contribute to the OKR planning process, ensuring alignment with company goals and objectives.
  • Oversee company assets and access, ensuring secure and efficient management.
Customer Service
  • Lead, manage, and develop a team of 3 customer service professionals to deliver outstanding service quality, high employee retention, and goal achievement.
  • Oversee all aspects of the department, including customer support, customer success, and quality assurance of our service providers.
  • Strategic departmental planning, ensuring alignment with company goals and objectives.
  • Monitor customer service KPIs (CSAT, response time, etc.), making data-driven decisions to improve performance.
  • Lead the roll-out of our customer service department in French language, ensuring seamless execution.
  • Have a hands-on approach, regularly handling some front desk tickets & calls yourself, ensuring a personal touch and high-quality service.
Requirements
  • At least Bachelor's degree, with a strong focus on operations, customer service, or a related field.
  • Proven track record in an Operations- or Customer Service related role in a small company (10 to 25 employees).
  • Previous experience in people management, with a strong focus on leadership and development.
  • Strong analytical skills, with the ability to collect and analyze data to inform decision-making.
  • Excellent project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
  • Native German speaker, fluent in English, with a strong focus on communication and collaboration.
  • Fluent in French is a big bonus, with the ability to communicate effectively with our French-speaking customers.
  • Capable of multitasking, prioritizing effectively, and solving problems in a dynamic environment.
  • Strong leadership and decision-making skills, with the ability to drive results and foster a collaborative team environment.
  • Important: we're seeking candidates based in Europe to ensure manageable travel times for on-site meetings and minimal timezone differences.
What We Offer
  • 100% remote job, with the flexibility to work from anywhere.
  • Competitive salary, with a strong focus on fairness and equity.
  • Flexible working hours, with a focus on work-life balance and employee well-being.
  • Laptop and hardware, home-office setup budget, and educational budget, to support your professional development.
  • Annual company retreats, bi-weekly colleague online coffee chats, and a fun and friendly remote work environment.
  • You can contribute and take responsibility from day one, with a strong focus on autonomy and ownership.

We are a Swiss company that operates fully remotely, with a strong focus on developing an excellent remote work culture. We welcome people into our team regardless of gender, ethnic origin, religion, age, sexual identity, or disability. Ofri aspires to be Switzerland's leading and most used online platform connecting handy workers and people who are renovating their homes.

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