Job detail for Manager Customer Operations

As Manager Customer Operations, you are responsible for Support and the implementation of our software for both new and existing clients.

You will lead a small and dedicated team. Our support specialists are highly customer-focused. The implementation consultants are experts in their field and independently guide clients through the onboarding and expansion of our software. You will bring these activities together, set priorities, and help the team deliver the best possible service every day.

A successful implementation not only ensures a good start but also helps prevent future support requests — support and implementation are therefore strongly linked, and you are the one who connects them. Based on an AI-first strategy, you will further develop Customer Operations: you are constantly looking at where processes can be smarter and how technology contributes to a better customer experience.

What will you do?

• You will lead three support specialists and two implementation consultants in a coaching and results-oriented manner, while remaining hands-on: where necessary, you will work alongside them and take the lead.

• You will monitor agreed-upon service levels and intervene when performance lags, making performance transparent with actionable reports on accessibility, turnaround times, and quality.

• You will take charge of serious incidents and customer escalations, and analyze recurring customer queries to structurally reduce them.

• You will manage customer implementations — quality, planning, capacity, budgets — and develop a uniform method for preparation, execution, and evaluation.

• You will organize collaboration between Support, implementation, Product, Engineering, and Cloud IT, and establish clear processes for incidents and customer communication.

• You will leverage Zendesk, knowledge management, self-service, and AI to make Customer Operations increasingly effective and efficient.

You are not a manager who only directs from a distance. You know the operation, understand what is happening with clients, and are visible to the team. At the same time, you maintain enough distance to recognize patterns, set priorities, and implement structural improvements.

What makes this role interesting

You will be responsible for two areas that are strongly connected. A careful implementation ensures that healthcare professionals can work well with our software. Good support ensures that they can continue to rely on Ecare afterward.

You will join a small, dedicated, and customer-oriented team. The professional expertise and commitment are already there. You will add direction, cohesion, and further . Within agreed frameworks, you will have a lot of freedom to improve processes and working methods and to further develop Customer Operations.

You have short lines of communication to the management team and work intensively with colleagues from Product & Technology and Customer & Market. It is precisely at the intersection of customer, product, and technology that you can make a visible difference.

The impact of our services is immediately tangible. A healthcare professional always wants to have access to the right file. After an implementation or a new software release, healthcare staff must be able to work with it immediately and with confidence. The quality of implementation and support therefore directly affects the daily care process.

You are an experienced operational leader who brings calm and oversight without remaining at a distance. You are approachable and people-oriented, but also clear about expectations, results, and agreements. During complex customer conversations, you remain calm, take responsibility, and work toward a concrete solution.

We believe you will be successful if you possess the following qualities:

• Bachelor's or Master's level of working and thinking, with experience in leading a support, service, or operational team.

• Demonstrable experience in improving a service organization and with SLAs, incident, escalation, and problem management.

• Experience with complex business customer conversations and with guiding or directing customer implementations or similar projects.

• The ability to analyze processes and workflows and improve them practically.

• A coaching leadership style, combined with the firmness to organize ownership and progress across departmental boundaries.

• Curiosity about the possibilities of AI and the drive to apply them practically, and a good command of the Dutch language.

Experience with B2B software, SaaS, elderly care, mental healthcare, Zendesk, knowledge management, self-service, or AI is welcome but not required. More importantly, you understand a complex service environment and have demonstrably improved one.

You are a good fit for this position if you remain calm when pressure rises, but also take action when improvement is needed. You don't have to have the answer to everything yourself. However, you do ask the right questions, recognize patterns, and ensure that agreements are met.

What do we have to offer?

• A salary of € 4,800 to € 6,200 gross per month based on 40 hours, depending on your experience, in a position of 32 to 40 hours per week.

• A lease car, appropriate to your responsibility, and a good pension scheme.

• Room to develop yourself and your profession, with plenty of freedom to further professionalize Customer Operations.

• Short lines of communication to the management team and visible influence on Ecare's services.

• Flexibility to work from home occasionally.

You will work mainly from our office in Enschede. This keeps you close to the team and the daily operation. When work permits, working from home is possible. This is not a position that is structurally performed from home half the time.