Head of Customer Operations

Your job at DKV Mobility? As part of a leading European B2B platform for on-the-road payment solutions, you will work in an exciting environment. Our tasks are defined by our Purpose: To drive the transition towards an efficient and sustainable future of mobility. We offer you numerous opportunities to help shape the mobility of tomorrow in a dynamic and agile environment. Our approximately 2,700 employees throughout Europe are united by a common passion: to give their best every day for our customers in more than 50 countries. True to our claim: You drive, we care. Become part of our diverse, dedicated and unique team!

What you can expect

Head of Customer Operations (m/f/d) at Easytrip
Location: Dublin
Employment Type: Full-time
Reports to: Managing Director, Easytrip

About the Role
Easytrip is seeking a highly structured, customer-focused Head of Customer Operations to lead and elevate our end-to-end customer experience. In this senior leadership role, you will ensure that our service delivery is high quality, compliant, and seamlessly aligned with customer expectations, operational performance standards, and business goals.
As part of the leadership team, you will collaborate closely with IT, Sales, Compliance, Finance, Managed Services clients, and other stakeholders. You will act as the escalation point for key customers, drive continuous improvement, and foster a culture of excellence, accountability, and innovation across all customer-facing functions.

Key Responsibilities
Customer Journey & Service Delivery
Lead the full customer journey from onboarding through service delivery and long-term retention, ensuring a consistent, high-quality experience.
Ensure services are delivered in a compliant, reliable, and customer centric manner aligned with contractual and performance commitments.
Serve as the escalation point for major customers / partners, ensuring fast, structured, and customer focused resolutions.
Drive continuous improvement to strengthen service quality, compliance, operational efficiency, and customer engagement.
Use AI-driven insights, automation, and data, to identify service gaps and enhance customer experience and productivity.
Contribute to innovation initiatives, including the development of new payment processing solutions and related services.

Operational & Team Leadership
Lead Customer Operations, Customer Support, and Service Delivery teams, ensuring clear goals, standards, and operational excellence.
Define and manage key KPIs (e.g., SLAs, service quality, satisfaction scores) and ensure performance visibility across the organisation.
Identify process gaps and implement improvement initiatives to enhance efficiency and service consistency.

IT & Stakeholder Collaboration
Partner closely with IT to manage incidents, changes, and system availability, ensuring tools and platforms support high performance.
Ensure clear communication and structured processes during incidents and major service disruptions.
Work with internal stakeholders to align operations with product, technology, and business priorities.
Support AI, data, and automation initiatives to enhance operational stability and customer service delivery.

Compliance & Risk Management
Collaborate with the parent company’s Compliance Team to ensure service delivery aligns with regulatory and certification requirements (e.g., ISO standards, data protection regulations).
Maintain and improve operational documentation, policies, and procedures.
Support internal and external audits, risk assessments, management reviews, and corrective actions.
Proactively manage operational risks and mitigation strategies.

Leadership & People Development
Coach and develop Team Leaders, strengthening leadership capability, consistency, and accountability across the operations organisation.
Guide teams through organisational change, ensuring clear communication, stability, and resilience during transitions.
Design, deliver, and continuously evolve training programs for operations staff.
Foster a strong service culture focused on quality, compliance, digital readiness, and customer satisfaction.
Build digital skills across the team by promoting effective use of AI-based tools and automation technologies.

Strategic Contribution
Play an active role in shaping operational strategy and advancing the organisation’s customer experience vision.
Translate strategic goals into scalable, practical operational models.
Champion continuous improvement across service delivery, compliance, and operational processes.
Support the integration of Customer Operations into the DKV Mobility Group, ensuring strong governance, process alignment, and service excellence.

What makes you stand out

Your Profile
Experience & Expertise
Strong experience managing complex customer operations in a service critical or regulated environment.
Demonstrated experience working with IT teams on incident, change, and uptime management.
Familiarity with major compliance or data protection frameworks (e.g., ISO standards, data‑protection regulations).

Leadership & Skills
Proven leadership and coaching skills, with experience developing team leaders and cross-functional teams.
Excellent stakeholder management skills, including experience working with senior and executive-level audiences.
Data-driven mindset with the ability to define, interpret, and act on operational metrics.
Strong operational discipline paired with a customer centric mindset.
Committed to fostering a culture of openness, inclusion, and continuous improvement.

Personal Attributes
Strategic thinker with a hands-on approach to execution.
Structured, resilient, and confident in high-pressure environments.
Passionate about building outstanding customer experiences through scalable, efficient operations.
Multilingual capabilities are an advantage.

We are looking forward to your application and to applicants who enrich our diverse culture! Regardless of age, gender, origin and sexual identity and orientation. Severely disabled applicants will be given preference if equally qualified. This position can be full-time or part-time (min. 30h/week). DKV Mobility is looking for the best talents and knows that these are not always available on a full-time basis. Many of our employees work part-time or in flexible working models. Please talk to us about the flexibility you need during the application process.

Why DKV Mobility? Here are five good reasons...

At DKV Mobility, we are team players - because we are only successful together! #teamofteams
You should feel welcome with us from the very beginning!

We've been growing for about 90 years

How we do it? We keep adapting our products and business model to meet changing customer needs. That's how we stay mobile and master every challenge the future holds.

There are also many other good reasons to work at DKV Mobility. For example, we offer you comprehensive company health management, parent-child offices (from 2023) and support you in leasing your eBike through our partner Jobrad!

We attach great importance to work-life balance.

We stand for the compatibility of family and career! That's why we offer flexible working hours and family-friendly working time models. In addition, we rely on a balanced mix of on-site meetings and home office.

We support you in your development

We offer you optimal conditions to familiarize yourself so that you can quickly find your way around and become a part of the team! To further your personal development, we offer you access to a modern learning environment - independent of time and location. This way you can also face the challenges of tomorrow!

We are committed to a net-zero future

After reaching our Green Pledge climate target in 2023 by reducing carbon emissions in our own business operations by 50.4% compared to the base year 2019, we set ourselves ambitious net-zero climate targets. The targets have been validated by the Science Based Targets initiative. By 2050, DKV Mobility commits to reach net-zero greenhouse gas emissions across the value chain from a 2022 base year. You want to take climate action? Follow us on our road to net-zero.

We are a certified employer

Our employees trust us. As an employer, we regularly receive awards from independent institutes, e.g. as Top Employer Germany and as Great Place to Work!

Did you know that we have received several awards as an employer in recent years?

Have we made you curious? Then we are looking forward to your application! If you still have open questions then please contact Terry Gill via Terry.Gill@easytrip.ie.

Head of Customer Operations

Benefits

Job Description