THE POSITION

Join Hive as our VP Central Operations and lead our customer support function, from strategy to hands-on execution. You’ll be at the heart of how Hive delivers service to our brands: empowering Customer Support and Operations teams (freight, packaging, onboarding) with the tools, training, insights, and processes they need to delight our merchants and drive global operational excellence.
This senior leadership role blends customer interactions (e.g., merchant onboardings, daily support, operational escalations) with operational rigor (e.g., systems, data, tooling) and team enablement (e.g, training, analytics, knowledge management). You’ll architect a scalable approach to customer support, ensuring our people, processes, and tools are set up for the fast-paced growth journey ahead, from 500 to 5,000 brands.
Reporting directly to our Chief Operations Officer (COO) David, you will be in a central position to shape Hive’s customer journey and operational performance across our European footprint.

• Define and Lead Central Operations Strategy: Develop and execute a cohesive team enablement strategy. Including onboarding, ongoing training, support methodology, readiness, and knowledge management.
• Champion Customer Experience: Ensure alignment across Customer Support, Growth teams, and Operations through targeted initiatives that improve satisfaction and reduce resolution times.
• Own Customer Operations Analytics: Oversee team capacity forecasting/ budgeting, support analytics, and performance tracking to ensure data-driven decision-making.
• Manage Support Tech Stack: Lead the adoption and optimization of customer support platforms (ticketing, knowledge base, AI automation tools), driving efficiency and measurable cost base.
• Partner with Leadership: Collaborate with senior leadership and C-level to ensure our customer operations strategies are scalable, data-backed, and aligned with business goals.
• Build and Lead High-Performing Teams: Recruit, coach, and lead a growing team of customer operations and support professionals.