Head of Operations

Job description

Your mission We’re looking for a Head of Operations to lead and further professionalise deeploi’s operational backbone in Berlin. You own the entire customer lifecycle and lead the teams behind it: Customer Onboarding, Customer Success and IT-Support. Your teams are in place and processes exist; your job is to make them measurably better: clear SLAs, reliable data, strong customer relationships, and a service experience customers stay for. As a key member of the leadership team, you report directly to our CEO and work closely with our CPTO and Head of Product to turn customer insights and operational learnings into product and process improvements. Your Responsibilities Lead three operational areas: Customer Onboarding, Customer Success and IT-Support, with direct and indirect responsibility for a team of around 15 people, including vendor management, procurement and our subprocessors. Own the customer. Customer centricity is at the heart of this role: you build senior-level relationships, are close enough to your accounts to know how they are doing, and step in personally when a conversation needs you. Grow customer loyalty. Together with Customer Success you strengthen our key accounts, understand what drives renewals and satisfaction, and use those insights to tailor our products even more towards our clients’ needs. Professionalise IT-Support. Refine and sharpen our SLAs so they are more meaningful and give a truer picture of performance, strengthen the data foundation behind them, and give the team the structure, tooling and capacity it needs to work at its best. Optimise processes and tools so the business can grow without the team growing in lockstep. Represent the Voice of the Customer and translate operational insights into a clear, well-argued product agenda together with Product. Drive the numbers that matter: SLA compliance, retention and churn, upsells, customer satisfaction (NPS), support efficiency and service margins. Lead with clarity and empathy: develop your team, set expectations, and build a service culture people are proud of. Your profile 6+ years in operations, service or general management, ideally in SaaS or IT services. At least 2 years of leadership experience, with a track record of building and developing teams in a high-growth environment. You are a credible sparring partner for the founders and leadership team. Customer centricity above all: you own the customer, don’t shy away from difficult conversations, and bring the seniority and empathy to de-escalate them. Process thinking and a data mindset: you build the tracking and numbers we are missing, while staying pragmatic enough to decide even when the data isn’t there yet. Comfortable at the Operations and Product interface: a strong counterpart for Product who can make a point and hold their ground. Solid technical understanding: an IT background or MDM knowledge is a plus. What matters is genuine interest and the willingness to build deep understanding of IT infrastructure (device management, macOS, Windows, …). Start-up or scale-up experience is a must: you are at home in fast-moving, pragmatic environments where structure is something you create. A consulting background is a bonus. Ownership and hands-on mentality: you don’t just initiate topics, you see them through, including the ones next to your remit. Based in Berlin and happy in an office-first culture, regular travel to Munich, where part of our team is based, is part of the role. Fluent German and English (business fluent, C1+). Bachelor’s degree or comparable experience, seniority counts more than titles. Why us? Join our ambitious and fast-growing team in Berlin, backed by top-tier European investors (Atomico, Cherry among others). Shape how deeploi scales as our service business grows. Your work has direct, visible impact. Competitive compensation package including a generous VSOP plan. High ownership and autonomy from day one, working directly with the founders. Benefits like Urban Sports Club or a public transport allowance. A culture that’s ambitious, open and fun, with people who genuinely care about what they build.