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Don’t hesitate to send your resume to HR-europe@hybridsoftware.com or to contact us at T: +32 9 329 5753 in case you have any questions. Download the job description, here..
Position Overview:
For our offices in Merelbeke, Belgium, we are seeking an experienced Head of Operations to lead our group project implementation efforts, facilitate on-boarding and successful completion of new projects by liaising with customers, sales, and engineering, and overseeing related support functions and escalation management.
You will be responsible for driving operational excellence, ensuring successful and timely project delivery, and maintaining high-quality support services across the group. You will be a key member of the management team and report directly to the CEO.
This role requires a hands-on doer with a background in software operations or technical customer support, and a proven track record of managing a team.
Key Responsibilities:
Project and Operations Management:
- Oversee the day-to-day operations of the Solutions and Support team, ensuring the delivery of high-quality services to our customers in alignment with the company’s strategic objectives.
- Oversee the end-to-end implementation of all (major) projects ensuring that these are delivered on time, within budget, and meet the required quality standards.
- Optimize operational processes and establish project management methodologies and procedures to enhance efficiency, productivity, and customer satisfaction.
- Facilitate on-boarding and successful completion of new projects by liaising with customers, sales, and engineering.
- Drive the adoption of new technologies and tools that enhance the capabilities and efficiency of the Solutions and Support team.
- Collaborate with the product management team to provide feedback and insights based on customer needs and operational experiences.
Customer Relationship Management:
- Develop and maintain strong relationships with key customers, understanding their needs and ensuring their satisfaction with our solutions and support services.
- Act as a primary point of contact for (major) customers, addressing any escalated issues or concerns promptly and effectively.
- Monitor customer feedback and implement improvements to enhance the customer experience.
Compliance and Risk Management:
- Ensure compliance with all relevant regulations, standards, and best practices in the software industry.
- Develop and implement risk management strategies to mitigate operational risks and ensure business continuity.
- Monitor and address any operational issues or incidents promptly to minimize impact on customers and the company.
Preferred qualifications:
- Master’s degree in Business Administration, Computer Science, or a related field.
- Minimum of 10 years proven experience managing teams and operations within the software industry, with a track record of delivering high-quality (project) solutions and support services.
- Ideally, but not required, prior knowledge and experience within the Graphics arts industry with a passion for innovation and continuous improvement.
- A hands-on doer and problem-solver, with the ability to make data-driven decisions.
- Strong leadership and interpersonal skills, with the ability to inspire and motivate a diverse team.
- Exceptional communication and negotiation skills, with the ability to build strong relationships with customers and stakeholders.
- Willingness to occasionally travel (within Europe) to oversee the company operations and meet with customers, stakeholders and team members.
