Customer Operations Manager

Satispay

  • Milano
  • Tempo indeterminato
  • Full time
  • 7 ore fa
About SatispaySatispay was born to revolutionise everyday payments – making them simple, fair, and accessible to everyone. Now, the focus has moved even further, aiming to shape the future of money.We’re a movement empowering millions of people, driven by a shared purpose to tackle big challenges. And we’re just getting started. We move quickly, think boldly, and trust each other to challenge the norm, learning and growing as we go.If you’re looking for more than just your next job – if you want to build something impactful with a talented team – you’re in the right place.What You’ll Be DoingAs a Customer Operations Manager, you’ll play a key role in operationalizing our customer journeys and scaling our customer experience. This is a high-impact role that blends leadership, operations, and customer obsession. Here’s what your day-to-day will look like:
  • Leading Operational Teams – Guiding and mentoring teams of customer operations leads and managers to deliver exceptional service. Your mission is to build high-performing, engaged, and customer-obsessed teams that thrive under your leadership.
  • Executing Customer Journeys – Transforming designed customer journeys into seamless, efficient, and scalable operational processes.
  • Managing Critical Cases & Escalations – Overseeing the resolution of complex customer issues and optimizing our escalation procedures.
  • Driving Performance with Data – Defining, tracking, and analyzing KPIs, OKRs, and SLAs to ensure operational excellence and continuous improvement. You’ll use data to identify trends, opportunities, and blind spots, translating metrics into clear actions that improve efficiency, customer satisfaction, and team performance.
  • Collaborating Cross-Functionally – Partnering closely with internal teams like Marketing and Product to align operational strategies with broader business goals.
Expect challenges, collaboration, and the freedom to bring your ideas to life. Things change quickly here, so be ready to adapt, take initiative, and shape your role as we grow.Who We’re Looking ForWe need a problem-solver who loves teamwork and gets things done. If you’re curious and ready for real ownership, you’ll fit in! Does this sound like you?
  • Proven Leadership: Extensive experience managing teams of people managers within a dynamic corporate environment. Experience in scale-ups is a plus if structured.
  • Operational Execution Expertise: Demonstrated ability to implement and manage new business processes and projects, turning strategic designs into actionable operations.
  • Analytical Acumen: Strong command of customer operations metrics, including KPIs, OKRs, and SLAs, and proficiency with relevant analytical tools.
  • Crisis Management Skills: A track record of effectively handling critical customer cases and optimizing escalation paths.
  • Collaborative Spirit: Excellent stakeholder management skills with a history of successful cross-functional partnerships.
Don’t worry if you don’t tick every box. We believe in the power of different viewpoints and strengths. Your unique perspective is important as we build something special. If you’re passionate and can make a difference, we truly encourage you to apply.Our Benefits & PerksWe believe high commitment, effort, and impact deserve to be highly rewarded and supported. That’s why we created Satispay CareAbout, our way of making sure you’re supported in your well-being, growth, and finances:👨👩👧 CareAbout Health & Well-being
  • Unlimited paid time off
  • Psychological support & mental health webinars with Serenis
  • Flexible hybrid working system
  • Extended parental leave
  • Childcare leave
📚 CareAbout Growth & Development
  • Professional development programmes
  • Internal mobility program
  • Language classes with Preply
  • Internal workshops & training
💰 CareAbout Financial Support
  • Stock Option Plan (with additional grants often provided based on performance)
  • International relocation support
  • Competitive salary
  • Flexible Benefit budget
  • Meal vouchers
Equal-Opportunity EmployerAt Satispay, we’re proud to be an equal-opportunity employer. We celebrate diversity and inclusion, welcoming individuals of all backgrounds. This opportunity is open to everyone, regardless - for instance - of race, colour, religion, sex, gender identity, sexual orientation, and national origin. Join us in a workplace where everyone belongs!Learn More About UsCurious if our way of working clicks with yours? Our values and pillars aren’t just fancy words on a page - they really shape everything we do. Explore them here.Sounds like your kind of place?Awesome! We’d love to hear your story.

Satispay