Director of Operations (m/f/d)

The Operations Director plays a central role in the senior management team in Germany and reports directly to the CEO. The position is located at the Berlin site and aims to establish sustainable operational excellence, an efficient management of the daily business and a strong leadership culture within the German Operations Organisation. A dynamic leadership personality is sought that combines strategic perspective with a pronounced proximity to operational detail, inspires teams and consistently develops processes. Main tasks Leadership and organisational development Leadership and further development of the multidisciplinary operational teams as well as clear management of the directly reporting executives. Responsibility for resource planning, human resources recovery, coaching, succession planning and performance assessment within the functional areas. Building a performance-oriented culture with high customer orientation, taking responsibility, continuous improvement and strong employee retention.

Guarantee, Damage and Contract ManagementResponsibility for the end-to-end processes in guarantee, damage and contract management with consistent compliance with the agreed service levels. Ensuring correct, consistent, fair and timely processing while simultaneously ensuring high technical and customer-related quality standards. Resource control and ensuring that adequately qualified and trained capacities are available at any time.

Operational Excellence and Performance Control Consistent control of KPIs, SLAs and daily working volumes, in particular telephony, email, processing times, release rates, damage costs, customer satisfaction, complaints and team productivity. Introduction and further development of meaningful operational reporting and management dashboards as well as data-based derivation of improvement measures. Continuous optimization of processes and workflows, targeted use of technology and automation, and flexible adaptation of resources to changed customer requirements. Management of operational budgets and costs, reduction of avoidable repair costs, prevention of fraud, abuse and unjustified outflows of performance through effective controls and governance. Strategic cooperation and partner network Building resilient relationships with strategic customers, insurance partners, dealers, authorized repair companies and specialised workshops. Solution of operational interface problems and improvement of repair quality, throughput times, service experience and network performance. Close cooperation with all local and international stakeholders as well as ensuring regulatory and internal requirements, in particular consumer protection, GDPR, audit, risk management and BaFin reporting.

At least ten years of experience in operational management. Proven experience in a comparable management position, ideally as Head of Operations or Operations Director. Found experience in operating environments with high incoming contact and processing volumes, especially via phone and email. Relevant industry experience in vehicle guarantees, automotive aftersales, insurance and damage management, fleet management or automotive financial services. Experience in leading larger multidisciplinary teams and developing high-performance executives. Good understanding of automotive repair processes, dealer structures and brand-bound and free workshop networks. Experience in controlling external suppliers, repair networks and strategic business partners. Detectable successes in operational transformation, efficiency and improvement programs. Excellent commercial understanding and security in budget control, cost control, productivity management and performance reporting. Strategically thinking and at the same time hands-on, detail-oriented, solution-oriented and able to quickly reorient teams and activities in changed working volumes. Authentic, motivating and communicative leaders with high responsibility, transparency and cooperative working style. knowledge of German and English; French is advantageous. Ideally located in Berlin or in a easily accessible Berlin area.

Central and easily accessible location in Berlin A growing company, supported by an international group Ambient growth plans and development opportunities Company car incl. private use