Head of Operations & Customer Experience (all genders)

YOUR IMPACT - YOUR ROLE

You want to transform the Home Services market for the long term and are looking for a leadership role that challenges and inspires you?
You’re excited to try innovative approaches, drive change, and grow continuously along the way?

As Head of Operations & Customer Experience (all genders) , you’ll shape the core of our mission: delivering a service experience that delights customers and keeps them coming back. With strategic vision and strong team alignment, you’ll ensure our platform earns lasting trust in the German market.

Your Role:

• You will develop the customer retention vision for Helpling Germany and bring it to life with a strong focus on operational excellence.
• You will be responsible for the strategic and day-to-day leadership of the Operations team, ensuring that our customers consistently receive excellent service.
• You will systematically identify improvement opportunities along the customer journey, launch initiatives to boost satisfaction and loyalty, and steer their execution.
• You will coordinate cross-functional retention initiatives with teams across Product, Marketing, BI, and Customer Support – even without direct disciplinary responsibility – ensuring clear goals, roles, and ownership.
• You will create transparency on progress and impact through regular reporting and clear stakeholder communication.
• You will support your direct reports through clear goals, regular coaching, and a strong feedback culture

YOUR WHY!

• Impact : You’ll work directly with our founder and the management team and help shape the development of the entire group.
• Steep Learning Curve: You’ll take on exciting challenges and real responsibility from day one.
• Focus on what matters – we’ll take care of the rest: Enjoy an employee discount on your own home cleaning services.
• Family & Work: We offer 5 additional sick days per year when your child needs you.
• Time off: Up to 30 vacation days per year depending on your tenure. Plus, we give away up to 10 additional days annually through special initiatives (e.g., Advent calendar, health challenges).
• Retirement Plan: We offer a company pension scheme with a 20% employer contribution.

WHAT YOU NEED TO SUCCEED

• Several years of experience in a senior role within Operations, Customer Experience, or Retention – ideally in a digital B2C environment.
• A strong intuition for customer needs and the ability to make data-driven decisions while optimizing processes along the customer journey.
• Proven experience leading larger teams; you see yourself as an enabler and know how to motivate, develop, and align teams toward shared goals.
• A process-driven mindset, hands-on attitude, and strong prioritization skills – ideally with experience using OKRs or similar frameworks.
• A collaborative spirit and the ability to bring together stakeholders across different departments, even without formal authority.
• High energy, a getting-things-done mindset, and confidence in representing us externally (e.g., at panels, press events, or conferences).
• Fluency in both German and English.

APPLY NOW

If this sounds like you and you're excited to drive real impact with us – apply now and become part of our team. We look forward to meeting you!

We welcome applicants from all backgrounds – regardless of gender identity, sexual orientation, religion, ethnicity, national origin, migration history, marital status, age, or disability.