• Location: Amsterdam
• Start: ASAP
• Hours: 36-40 hours

Your role

• Head of IT: Overseeing information technology infrastructure and systems.
• Head of Customer Support: Managing 1st and 2nd line support teams to deliver exceptional customer service.
• Head of Operations: Leading business operations, quality control, and after-sales service.
• Operations Asia: Driving operations and production initiatives in our Asia region

Your Profile

• The ideal candidate is a strategic thinker with a strong operational mindset and a proven track record of success in fast-paced environments.
• Continuous improvement is in your DNA, and you have a strong urge to drive performance with your team
• You are a reliable team player with excellent communication skills, who is curious by nature and takes ownership at work.
• You are flexible, self-motivated, and love the work environment of a start-up/scale-up company that is dynamic.
• You embrace diversity in thoughts, opinions, and backgrounds.
• You feel a strong connection with Fairphone’s mission and values.
• You (are willing to) live in the Netherlands and have the right to work within the EU.

Your Responsibilities

• Ensure that strategic initiatives are implemented effectively in the teams you are responsible for;
• Oversee day to day operations to ensure committed execution of tasks and projects across responsible departments;
• Leverage state-of-the-art AI technologies to optimize workflows, automate routine tasks, and drive data-driven improvements that boost operational efficiency. Ensure operational systems are enhanced through AI-driven solutions, providing real-time visibility and predictive insights into business performance.
• Identify and implement process improvements to increase efficiency and effectiveness within the responsible departments;
• Develop, implement, and monitor day-to-day operational systems and processes to provide visibility into the goals, progress, and obstacles of key initiatives;
• Draw on relationships with department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals;
• Plan, monitor, and analyze key metrics for day-to-day operations (Operations, IT and CS) to ensure efficient and timely completion of tasks;
• Devise strategies for ensuring the growth of programs enterprise-wide, and implement process improvements to maximize output and minimize costs;
• Adhere to the company’s policies and standards, and ensure that laws and regulations are being followed;
• Work closely with People Team to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment.

Your Skill & Experience

Must-have

• Proven experience in the telecommunication (electronics) industry FMCG
• Track record in leadership, experience with guiding Heads
• Deep understanding of operation side of the business
• Great understanding and experience with process improvement methodologies and AI capabilities
• You have excellent written and verbal communication skills in English.
• Proven ability to plan and manage operational processes for maximum efficiency and productivity;
• Ability to streamline or implement structures and roles that boost speed and efficiency while supporting rapidly shifting business demands;
• Strong working knowledge of industry regulations and legal guidelines;
• Experience in developing budgets and business plans.
• Experience with utilizing AI-powered analytics platforms to track and forecast key performance indicators, drive continuous improvement, and support data-driven decision-making, as well as experience with AI-powered operational tools, such as AI-driven customer support systems.

Nice-to-have

• Bachelor’s degree (or equivalent) in Business Administration, Operations Management or related field
• Strong understanding or experience with any of the following is a huge plus: IT Infrastructure, Business Operations and Customer Support
• Experience with international operations, particularly in Asia, is highly desirable.
• Strong working knowledge of data analysis and performance metrics, using business management software (Odoo, Zendesk,etc.)

What Fairphone offers you?

Join us!

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