Ops Project Manager

Cross-functional project delivery: Own the Marketplace Operations project portfolio, from team consolidation milestones to tooling rollouts. You drive projects from scoping through adoption across our Rotterdam and Cergy teams, keeping the operating model deployment on track. Face to Product, Tech, Sales and the wider business: Act as the dedicated operations counterpart to the other departments. You translate frontline operational needs (Admin Panel workflows, case management, risk and verification tooling) into clear requirements, represent Operations in prioritisation discussions, and make sure what ship actually lands with the teams. Fin AI tooling ownership: Maintain and continuously optimize our Fin AI support agent (content and knowledge base quality, workflow and escalation design, resolution-rate and CSAT monitoring) so automation raises the quality bar rather than just deflecting volume. Phone software management: Own the telephony stack for the department, from vendor selection in collaboration with Sales Ops to hands-on configuration (IVR, queues), and tooling integration across both locations. Smart tools for the team: Identify manual, repetitive work across the teams within the department and build lightweight solutions that give time back to the teams. Partner to the management team: Work shoulder to shoulder with the Heads within the department and the Training & Quality Manager. You bring structure, data, and delivery capacity to their priorities, and connect the dots between teams and locations.

Professional experience: 3-5+ years in project/program management or operations management, ideally in a marketplace, SaaS, or high-volume customer operations environment. AI & support tooling fluency: Hands-on experience configuring and optimising AI support agents (e.g. Intercom Fin or similar) and support platforms; you understand knowledge management, workflow automation, and how to measure AI resolution quality. Builder mindset: You prototype your own solutions - no-code/low-code automation, scripting, or AI tools. Comfort with data (SQL, dashboards) is a strong plus. Cross-functional communication: You bridge Operations, Product, Tech, and Finance. You translate operational pain into product requirements and product constraints back into operational plans. Stakeholder empathy: You treat the operations teams as your customers and can say "no/not now" to protect focus on what moves the needle. Outcome orientation: You measure success in business impact, hours saved, resolution rate improved, adoption achieved, not projects "delivered" on paper. Languages: Fluent English required; French is a plus given our French teams. What’s in it for you Unlimited paid holidays, minimum-based not maximum! Position based in our Rotterdam office with hybrid working policy (2 office days). Flexibility to work remotely for up to 2 months per year! 1,000 EUR personal development budget. Complete coverage for commuting. Personal equipment, including laptop and ergonomic setup. Gym membership discount with GoVital or OneFit. Dutch/English classes budget. Variable pension scheme. Diverse international community (46+ nationalities). Pet-friendly office in Rotterdam city centre. Team-building events and after-work drinks every Friday. What can you expect from our hiring process? Read more here .