Head of Operational Development - 1 year FTC

at  Trustpilot

OUR VISION IS TO BE THE UNIVERSAL SYMBOL OF TRUST, BRINGING CONSUMERS AND BUSINESSES TOGETHER THROUGH REVIEWS. WE ARE WELL ON OUR WAY — BUT THERE’S STILL AN EXCITING JOURNEY AHEAD. JOIN US AT THE HEART OF TRUST.

We’re a global online reviews platform, free and open to all. Our mission is to be a universal symbol of trust. We are well on our way - but there’s still an exciting journey ahead of us. Do you want to join us?
Trustpilot is embarking on an exciting global growth journey. We are seeking a motivated and experienced Head of Operational Development on a 1 year fixed term contract.
The Head of Operational Development will drive process, change, and continuous improvement initiatives to ensure Trustpilot Global Operations consistently delivers outstanding results across technology, efficiency, commercial impact, people, and risk management, with a focus on continuous optimisation and enhancement.

REQUIRED KNOWLEDGE & EXPERIENCE:

• Knowledge of Operational Excellence principles, Lean6sigma practices and how they can be applied to improve operational efficiency.
• In depth knowledge of Salesforce.
• In depth knowledge of commercial data and analytics and how they can be used to develop operational performance. KPIs, reporting, dashboard management, data assurance, & governance
• Experience in working with large customer facing Operational teams, leading development, and improvement programs
• Collaborated with operational centres on back-office functions, including capacity planning, demand forecasting, scheduling, and resourcing, with a focus on enhancing frontline effectiveness.
• Experience of working with functional leaders to deliver cost, customer, people and performance change programs

REQUIRED SKILLS AND ATTRIBUTES:

• 7+ Years of experience in Operations, Sales Operations, Program Management or Technical Roles.
• 5+ Years of experience leading teams.
• Bachelor’s degree in Business, Economics, Computer Science or related field required.
• Business Understanding: Comprehends the business environment and interrelationships between business functions and processes
• Communication, Persuasion & Interpersonal Skills: Demonstrates commercial focus and acumen, using identified outcomes and appropriate critical success measures / benefits targets to shape project activity
• Strong and influential collaborator with great interpersonal skills. Builds trusted and effective working relationships at all levels with stakeholders, suppliers, colleagues and particularly with Sponsors and Senior Stakeholders.
• Communicates clearly, concisely, and confidently at the right level of detail. Has the ability to communicate to a variety of audiences across business functions and levels, tailoring messages appropriately Produces high quality outputs at the right level of detail that are clear, concise and relevant.
• Proven track record of tangible impact in a diverse role. Identifying and diagnosing business problems and turning into tangible action and improvement.

ABOUT US

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.
Today, we have more than 300 million reviews and 67 million monthly active users across the globe, with 127 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 900 employees and we’re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.
We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.
Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go.
Join us at the heart of trust

• Lead a global team of Program Managers and Operational Improvement Specialists.
• Partner with functional leaders to promote Operational Excellence across all areas, applying Lean Six Sigma and Agile methodologies.
• Cultivate a culture of continuous improvement, focusing on process optimization, waste reduction, and spearheading lean improvement projects.
• Define governance and reporting cadence within Operations to establish an efficient and effective organisational structure.
• Maintain a comprehensive view of Operations resourcing to assess capacity, optimise workforce deployment, and drive productivity improvements.
• Collaborate closely with Salesforce Engineering to advance pipeline and process improvement projects across Sales, Revenue, Marketing and Service Cloud.
• Lead digital transformation initiatives to enhance efficiency and productivity for both commercial and operations teams.
• Strengthen enterprise risk management within Operations by ensuring robust business continuity, audit compliance, and effective mitigation strategies.
• Own relationships with third party tooling providers, ensuring the needs of the business are met.