At Workwize, we’re helping IT teams to easily equip their remote and global teams with all necessary IT equipment. Our automated SaaS platform simplifies hardware deployment, management, and retrieval with fast, reliable deliveries in 100+ countries.
With 50.000 users and 120.000 devices under management, we’re solving hybrid work challenges like laptop deliveries, returns and equipment tracking, allowing IT teams to focus less on manual hassles and more on strategic initiatives.
Join our team to help shape the future of global collaboration. At Workwize, your work will make a real impact in building smarter, more connected workplaces worldwide.
LinkedIn has also recognized Workwize as one of the Top 10 Startups for 2025 in the Netherlands!
About the Role
We're looking for a Group Customer Service Manager to help us scale our Customer Operations (CO) organization, spanning both Support and Sourcing, and drive it to world-class performance.
This role is purpose-built for someone who has spent time in top-tier strategy consulting or in-house strategy/transformation roles, ideally with meaningful exposure to SaaS clients and high-growth scale-ups, and is now looking to own the operating model end-to-end. You'll bring the structured thinking, analytical rigor, and stakeholder savvy of a consultant, combined with the ownership mentality of an operator who genuinely loves getting into the weeds and shipping outcomes.
You'll manage Team Leads and Lead/TL-level managers across functions, own the CO roadmap end-to-end, and be the internal force that turns ambitious objectives into delivered outcomes. If you've previously diagnosed broken operations inside a fast-moving SaaS or scale-up, designed the fix, and then stayed long enough to see it through, you'll feel right at home here.
Who You Are
You're a strategic operator: equally comfortable in a board-ready slide deck and in a Zendesk queue at 9pm. You've likely spent 2 to 5+ years at a top-tier consulting firm (MBB, Big 4 Strategy, boutique strategy/ops consultancies) or in an internal strategy/COO/Chief of Staff function, and a meaningful portion of that work has been with SaaS companies and/or scale-ups, not just large corporates. You've made the deliberate choice to step into ownership rather than advise from the sidelines.
You understand the pace, ambiguity, and resourcing realities of a scale-up environment, and you know that playbooks built for the Fortune 500 don't translate one-to-one. You get energy from going from diagnosis, to execution, to measurable improvement, and you're tired of handing the deck off to someone else to implement.
Responsibilities
People Management
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Manage and develop Team Leads and Leads across Support and Sourcing sub-teams.
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Act as a role model for managerial excellence, coaching your direct reports to become strong managers themselves.
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Drive MEI (Manager Effectiveness Index) performance across your organization.
Operational Excellence
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Own overall SLA performance for the full CO organization.
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Diagnose operational pain points using a structured, hypothesis-driven approach, and translate findings into pragmatic, sequenced fixes.
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Ensure tools, training, and workflows are continuously optimized to support team autonomy, accuracy, and scale.
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Lead tooling prioritization decisions including dashboards, AI/chatbot oversight, and automation investments.
Strategy, Roadmap & Project Execution
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Co-own the CO roadmap: break down master initiatives into structured, time-bound delivery plans across multiple workstreams simultaneously.
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Build the underlying business case: quantify the impact, sequence the bets, and align stakeholders on the “why.”
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Drive best-in-class project execution, from output quality and stakeholder management to cross-functional decision-making.
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Represent CS/CO in strategic forums and cross-functional syncs; contribute to the definition and achievement of OKRs.
Capacity & Growth Planning
Required Skills & Experience
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5+ years combined experience, with a meaningful stint in management consulting, strategy, or transformation (MBB, Big 4 Strategy, boutique strategy firms, or in-house strategy/Chief of Staff roles), plus operational leadership experience where you owned outcomes, not just recommendations.
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Direct exposure to SaaS environments and/or scale-ups as either a consultant or operator. You understand SaaS unit economics, the operational rhythm of a fast-growing tech company, and the difference between scaling a 50-person ops team and a 1,000-person one.
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Demonstrated track record of measurably improving a department or function, ideally something you scoped, sold internally, executed, and can point to a quantified before/after.
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Experience leading Customer Operations, Customer Support, Sourcing, or comparable ops-heavy functions at a fast-growing company, ideally in SaaS or tech.
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Experience managing managers (Team Leads, Leads).
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Strong project and program management discipline: you can structure ambiguity into clear plans, sequence dependencies, and hold cross-functional teams accountable.
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Genuinely enjoys execution: comfort with detail, willingness to dig into the work, and a track record of staying with initiatives until they ship and stick.
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Deep understanding (or fast ability to develop one) of Support and Sourcing operations: what great looks like, what breaks at scale, and how to fix it.
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Data-driven and analytically rigorous: you make decisions with data, build dashboards that matter, and track what counts.
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Structured, hypothesis-driven thinker with a bias toward measurable outcomes and efficiency.
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High attention to detail combined with strong problem-solving skills.
Bonus Skills
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MBA or equivalent formal training in strategy/operations.
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Zendesk admin or advanced configuration experience.
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Experience with internal tooling (Filament, Airtable).
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Background in AI training, deflection optimisation, or self-service strategy.
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Exposure to analytics tools (SQL, Looker, Tableau, etc.).
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Experience in operations-heavy or multi-time-zone environments.
The Right Mindset
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You've made the conscious decision to leave the advisor seat for the owner seat, and you don't miss it.
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You define and embody a high-performance culture: ambitious, kind, accountable, and improvement-oriented.
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You contribute to company-wide culture, not just your team's.
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You're a strategic thought partner: you don't just execute, you help shape the strategy and advise on team organization.
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You believe great strategy is worthless without great execution, and you take pride in both.
What Success Looks Like
In your first 12 months, you will have:
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Delivered the CO roadmap on time and with high-quality outputs.
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Diagnosed and meaningfully improved at least one structural weakness in the CO operating model.
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Improved overall CO SLA performance across the full organization.
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Elevated MEI scores across your managees through active coaching and development.
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Built a capacity plan that keeps hiring ahead of demand.
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Established tools, training programs, and workflows that enable team autonomy at scale.
Workwize Offers
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Flexible hybrid work environment.
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Top-notch tools and equipment provided.
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Vibrant, entrepreneurial culture with opportunities for growth.
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Off-sites and multi-yearly team bonding events.
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Team lunches and surprise events to keep things fun.
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Pension scheme.
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The chance to shape how AI is used across an entire product, not just bolt it onto a feature.
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Classpass corporate membership.
Our Team
Becoming part of Workwize means making an impact. We make sure that we contribute to changing the way of working. For us it's also important that we make an impact on our employees, that they feel both challenged and at ease. We're a rapidly growing, ambitious team with all kinds of backgrounds: entrepreneurs, operational specialists, developers, sales gurus, and now, strategic operators like you. We're always on the lookout for the next original idea to reach more customers and create more value.
We're looking forward to meeting you and discovering if there's a match with the Workwize team!