Head of Customer Operations

About the role

As Head of Customer Operations at Ovoko, you will lead a 70‑person Customer Support team and build a scalable, product‑led operating model that connects support with product, shipping, supply, demand and warehouse functions.

Key responsibilities

• Build and implement a clear vision and operational roadmap for customer‑facing operations.
• Lead and develop a 70‑person Customer Support department, establishing accountability and strong operational leadership.
• Assess and strengthen the existing support structure, leadership model and ways of working.
• Connect Support with business areas to assign clear ownership of customer problems and related costs.
• Identify root causes of tickets and work with other teams to prevent recurring issues.
• Improve productivity and service quality through workforce planning, performance management and quality standards.
• Analyse operational and financial impact of customer‑related problems, focusing on high‑cost areas such as disputes.
• Define success metrics and communicate roadmap, priorities and results to management.

Required profile

• Extensive experience leading or transforming a complex operational function or organization.
• Strong business acumen and ability to understand interdependencies between Customer Support, Product, Shipping and Supply.
• Proven experience evolving organizational structures, operating models or major processes.
• Exceptional analytical and problem‑solving skills, turning business problems into data‑driven actions.
• Ownership mindset with accountability from problem identification through implementation.
• Experience leading managers or team leads in a sizeable operational organization.
• Ability to work across functions, challenge senior stakeholders and establish clear ownership.
• Experience using technology, automation or self‑service to improve productivity, customer experience or cost efficiency.
• Comfort operating in an ambiguous, fast‑changing environment.

What we offer

• Private health insurance.
• Employee stock option plan (ESOP).
• Learning budget for personal and professional growth.
• Commuting perks (covered parking or public transport).
• Everyday snacks and drinks.
• Onsite gym.
• Top‑notch hardware and software (MacOS or Windows).
• Ability to work from anywhere up to 30 days per year.
• Employee referral program.