Head of Process Optimization

📍This role is based in our HQ in Eindhoven. We offer a hybrid working model (2-3x per week).

This is what you tell people at parties 👋

Sendcloud is the complete shipping platform for e-commerce – enabling retailers, marketplaces, and fulfilment companies to scale their operations while delivering great shipping experiences. Born from a genuine need for a better way to ship, we’ve grown into one of Europe’s leading shipping platforms. Trusted by over 25,000 e-commerce businesses, Sendcloud is on a mission to solve shipping globally.

Your role 🙋‍♀️

You will manage and lead two different customer experience teams that will focus on driving the alignment and optimization of processes across Carrier, Finance, and Engineering, with the ultimate goal of enhancing the customer experience. Your focus would be on leading impactful projects, fostering cross-departmental collaboration, and continuously improving processes to ensure that our customers receive seamless, efficient, and high-quality support and services. This team is an integral part of our B2B business, driven to improve efficiency and workflows through:

• Project Development for Carrier Integration and Management, Finance Process Optimization, and Engineering Collaboration

• Internal Process Improvement and Optimization for Customer Experience teams;

• Bridging Departments for Unified Customer Experience

• Maintaining clear and consistent communication with stakeholders across these departments, ensuring that project goals, timelines, and outcomes are understood and supported by all parties

• Management of our second-line teams for Tech Support and Finance Support

You are there to lead and to ensure that practical solutions are recognized and applied by your own team. You will work in cross-related areas such as Operations, Finance, Strategic Alliances, and Sales to maximize internal efficiencies for customer happiness and growth. You will be responsible for developing the team, fostering culture, cultivating processes, and managing performance improvements and efficiencies within our global Customer Experience organization. You work closely with our CCO, VP Customer Success, our three other CX heads, and your Team Leaders. You will be working directly from our headquarters in Eindhoven!

Our perfect match 💗

• You have at least 2-4 years of experience in process optimization, project management, or operational excellence, with a strong focus on cross-functional collaboration and customer experience.

• You have prior experience in logistics, e-commerce, SaaS, or a similar industry, where an understanding of carrier operations, financial processes, and engineering collaboration is crucial.

• You have experience leading and developing teams, with at least 2-4 years in a leadership role overseeing process improvement or operational teams.

• You are familiar with managing complex projects, including scope definition, resource management, and timeline adherence. Familiarity with project management tools and methodologies

• You get excited by driving close collaboration between cross-department teams (Product, Engineering, Finance, Sales, CSM, and CS) 

• Written and verbal fluency in English is mandatory, another European language is considered a plus

You also share our core values 💡

💩 No bullshit – We don’t like big egos: we like honesty, transparency, and openness. Feel confident in owning your mistakes and learn from them!

🎯 Grow & Win – Keep on learning and improving: whether it's from each other, from possible blunders, or by proactively searching for ways to expand your skills!

🎠 Have fun – You are not afraid to be yourself, even if you're a little crazy, and you love to be surrounded by your awesome colleagues!

Benefits 🎉

• A competitive salary to celebrate your accomplishments (including a SAR package)

• 28 holidays per year on a full-time basis + a free holiday on/around your birthday 🥳  

• After 3 years of employment, you get a sabbatical of 4 weeks from us

• Keep growing with a study budget of €2000,- per year!

• Stay fit with your free gym membership!

• Pension scheme

• A flexible hybrid working model (around 3 days in the office) and a dedicated 500€ budget to set up your home office 🏠

• Access to many discount programs, shop till you drop! 🛍