OPERATIONS MANAGER – CUSTOMER EXPERIENCE CENTER & SUPPLY CHAIN– FULL TIME -40 HRS – (HYBRID)

Passionate about latest technology, people management and world class customer experience? Looking for a job that contributes to making a difference to people’s lives? This is your chance to work in the world’s leading remote access solution company within the healthcare industry.About Rods&Cones: Based in Amsterdam and Barcelona, Rods&Cones connects medical experts worldwide through our ground-breaking remote surgery assistance service. Our service is revolutionizing the way healthcare is delivered by allowing medical experts to share their expertise in real-time HD quality video streaming to any location in the world, improving people's lives every day. Today, the Rods&Cones service is used in over 100 countries and more than 1,500 medical centres across the globe. Rods&Cones offers E2E remote solution specialized in healthcare industry, which is a combination of SaaS and DaaS as our solution consists of Software, Hardware and Support services. Our Customer Experience Center & Supply Chain service are a vital part of our solution, and we take pride in providing a world-class service Mon-Fri 24/5 from our  three delivery centres located in Barcelona, Spain, Manila, Philippines and Mexico City, Mexico.Besides our Customer Experience Center, we also operate warehouses in the Netherlands, UK & US. This is you:We are seeking a dynamic, hands-on and people focused Operations Manager to lead our Customer Experience Center and warehouse teams. You have a passion for the latest technology and are able to transmit this to your direct reports. You will have acquired experience in leading operational teams ideally in SaaS/DaaS environments and are now looking for a place where you can make a more significant impact. You have experience in leading global virtual teams and delivering services to customers around the world. Essential for this role is your customer-centric approach and your skills to lead our teams to help our customers to adopt our innovative remote assistance technology and help them to overcome any technical or functional queries and challenges.  The customer is at the heart of everything you do and it’s in your DNA to go extra mile with every customer interaction. As a leader, you will show by example and are not afraid to get down to hands-on tasks to support our customers alongside with your team members.This role requires a strong and innovative leader who can drive operational excellence, enhance our processes, tools & ways of working while maintaining high customer satisfaction and team engagement. Your leadership style embraces collaboration across departments to meet our organizational objectives and you can handle changing situations and requirements with confidence.Let's change healthcare for the better, together!Key Responsibilities:Customer Experience Center Management:Oversee and enhance all customer service operations, ensuring a consistent and high-quality experience for our Customers throughout their Journey with Rods&ConesManage Customer Experience Center KPIs (response, resolution, CSAT)Manage virtual team across 3 regions (APAC, EMEA, US/LATAM) Train and mentor Customer Experience Center teamProvide 1st line support to our customers where neededConduct onsite training sessions and product demos where neededMaintain and improve Customer Experience Center related processes & tools Monitor customer feedback and improvement ideas, implement solutions to address pain pointsManage and participate in Product testing as part of our Release Management process Supply Chain Management:Manage and optimize logistics operations, including quality controls, inventory management, order fulfilment and deliveryManage day-to-day priorities of the logistics team according to customer and company requirementsMaintain and improve Supply Chain related processes & tools Collaborate with vendors, suppliers, and Customers to overcome internal stakeholders to streamline supply chain processesProvide consultancy to our customers on logistics import/export processes & regulations across the worldEnsure compliance with safety and regulatory standards in logistics operations.Monitor key logistics metrics (e.g., on-time delivery rates) and identify areas for improvement.Operational Leadership:Manage KPIs for both Customer Experience and Supply Chain teamsOperate with hands-on and “can do” attitude to ensure smooth operations always putting customers firstPrepare and present reports to senior management on team performance, key challenges, achievements and improvementsManage day-to-day priorities for the teams according to customer needsManage people & develop their skills through regular 121sAnalyze operational data to identify trends, inefficiencies, resource requirements and opportunities for process improvementQualifications:Bachelor's degree or a related equivalent work experience3+ years of experience in operational team management, preferably from SaaS/DaaS environment Proven experience in first both Customer support & and Supply Chain service deliveryProven leadership skills with experience in managing global services and teamsStrong analytical and problem-solving skills with the ability to make data-driven decisionsStrong project management and organizational skills, with the ability to manage multiple projects simultaneously and meet deadlinesStrong technical skills to support mobile devices and smart glasses and experience in troubleshooting WiFi networks will be valuedUnderstanding of basic principles of vendor & stock management and customs clearance requirements will be a plusExcellent communication and interpersonal skillsHigh-level of English, both written and verbalGerman or French is considered a plusStudies/experience in Healthcare environment is considered a plusProficiency in standard IT service management, marketing, office & reporting tools (Pipedrive or similar CRM, Jira/ServiceNow or similar, Microsoft Office 365 Suite, Power BI)We offer: Competitive salary. Hybrid job and flexible hours. A great office location in beautiful part of Barcelona, close to the beach (Poblenou). A versatile job where each day is different: you will never cease to learn about new topics in a very wide range of subjects Opportunity to work with world’s leading healthcare professionals and companies and to be part of enhancing patient outcomes with innovative technologyFantastic colleagues from all over the world.