Customer Operations Director

at  ToIncrease

About Us
Our mission is simple: we want to help our customers solve complex business matters using easy digital solutions. We have passionate and technologically savvy people working here, we’re proud of the awards we have received, but the trust we get every day from our 2000+ customers means more than anything! The growth and success of To Increase is driven by the passion and dedication of everyone in the organization. To Increase has grown into an international team with offices in Netherlands, India, Italy and presence in United States and Australia with motivated people that drive together our success journey.

JOIN OUR TEAM AS CUSTOMER OPERATIONS DIRECTOR!

Are you ready to empower our team and drive To-Increase’s growth to new heights? We’re seeking a talented Customer Operations Director to join us on this exciting journey.

REQUIRED SKILLS:

• Strategic mindset with a pragmatic attitude.
• Exceptional leadership and people management skills.
• Ability to foster a diverse and collaborative team culture.
• Continuous improvement and change management expertise.
• Superior customer-centric mindset.
• Fluency in English; proficiency in Dutch is advantageous.

ABOUT THE ROLE:

As the Customer Operations Director, you’ll play a pivotal role in building exceptional customer experiences. You’ll be responsible for developing teams, implementing scalable processes, and acting as a key interface to leadership across various teams. If you’re a people manager with a passion for technology, experience in the Microsoft environment, and excellent communication skills, this role is perfect for you!

KEY RESPONSIBILITIES:

• Develop and execute the Care team strategy in alignment with To-Increase’s overall strategy.
• Set and manage objectives and key results of the Care team.
• Drive revenue impact, margin impact, sales impact, and customer satisfaction ratings.
• Define and implement robust customer care support strategies and processes.
• Lead the shift of Care practices to a value-based business model.
• Drive cross-functional collaboration and communication.
• Identify opportunities for cross-sell, upsell, and license audit.
• Manage global strategic customer care & support activities.
• Improve current business processes to enhance customer experience.
• Track and report key functional metrics (KPIs) on customer care & support performance.