Job Description
Position Summary
The SaaS Operations Manager leads end-to-end service delivery across the customer lifecycle, overseeing both L1 inbound support and a proactive Customer Success function. The role is accountable for operational performance, service quality, and customer outcomes across onboarding, support, adoption, and retention within the Software and connected vehicle ecosystem. Using data-driven insights, the role identifies performance trends, workload gaps, and improvement opportunities, partnering with client partners and internal stakeholders to define and deliver against service, productivity, and quality targets.
Leading a blended & multicultural team, the Operations Manager ensures efficient inbound support alongside effective proactive engagement strategies that drive product adoption, customer value, and retention, particularly across key enterprise markets such as Germany, the UK, and other smaller EU countries.
Acting as a strategic link bet...