Country Operations Manager - German speaking
3 days ago
Barcelona
At Service Club, we are on a mission to make hiring in the service industry smarter, faster, and more sustainable. We empower top brands to find, train, and onboard pre-vetted drivers quickly, while helping jobseekers up-skill and succeed with our award-winning Academy. Backed by funding from top-tier investors including Banco Sabadell, and Mutua Madrileña, we are a high-growth startup revolutionising how the EU workforce moves. We´re currently seeking a driven, detail-oriented, and bilingual (German/English) Country Operations Manager to lead our training delivery across the MEU region, covering Germany, Austria, and the Netherlands. In this role, you will transition from a reactive delivery model to a proactive, data-driven leadership function. You are responsible for the day-to-day operational management of your assigned region, ensuring all training activities are executed in full alignment with company standards and contractual obligations with the clients. Key Responsibilities: Operational Excellence & Delivery: • Ensure 100% reliability in fulfilling training sessions as forecasted by the client., • Oversee the day-to-day execution and troubleshooting of "Live Ops" to ensure sessions run smoothly., • Guarantee strict adherence to SOPs, documentation standards, and quality procedures. Data-Driven Performance Management: • Own and track regional KPIs, including Reliability (100%), Knowledge Check results (80%), Audit performance (90%), and NPS/VPS scores (80%)., • Conduct weekly KPI analysis and present performance reports to the Head of Operations., • Identify trends and gaps to implement strategic improvements in regional delivery. Team Leadership & Development: • Manage a regional team of Operations Executives and Interns., • Monitor task execution, provide guidance and feedback, and conduct regular 1:1 coaching sessions., • Ensure the team meets service level expectations while maintaining high engagement. Stakeholder & Strategic Relationship Management: • Act as the primary point of contact for regional client teams, DSPs, and trainers., • Maintain proactive communication with client to identify improvement opportunities and strengthen the partnership., • Collaborate with DSPs to improve driver engagement and retention in Safety programs. Cross-Functional Collaboration: • Product: Support the implementation of a dedicated platform to automate pre- and post-session workflows., • Finance: Manage regional invoice tracking and follow-up on trainer payment discrepancies., • Quality: Investigate root causes for sessions falling below standards and develop corrective action plans. Requirements: • Native or professional fluency in German and English (mandatory); highly attuned to German, Austrian, and Dutch cultural nuances., • Previous experience in operations, logistics, or support management., • Proficiency in Google Workspace, Asana, Slack, and HubSpot., • Strong time-management, high attention to detail, and a proactive attitude toward process automation. What We Offer: • Competitive salary, • Fast-growing, international environment with high impact., • Hybrid work model – Work 2 days from the office, 3 days from home, plus the flexibility to work remotely for up to 3 consecutive weeks (subject to approval)., • Truly international team – Work alongside talented professionals from 20+ nationalities., • Extra day off – Celebrate your birthday with a paid day off!, • Prime location – Our office is in the heart of Barcelona, right by the Catedral de Barcelona, offering one of the best city views., • Wellness & social perks – Enjoy team-building activities, wellness sessions and pet-friendly offices provided by OneCoWork., • Free coffee, tea, and drinks – Stay energised throughout the day. At the Service Club, talent comes first. We are committed to equal opportunity employment, regardless of race, color, religion, gender, sexual orientation, age, gender identity, or disability. Apply now and join us in shaping the future of workforce mobility.
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