Operations Manager (SaaS/Tech) (CPT Onsite) at Datafin Recruitment

ENVIRONMENT:

• A fast-growing German-based Tech company in the SaaS & digital services space is looking for an Operations Manager to oversee day-to-day operations, optimize support flows, or lead teams across regions.
• This role offers a high-impact opportunity in a dynamic, international environment.
• You will drive process improvements, implement scalable workflows; define, track, and report on KPIs tied to customer satisfaction while monitoring budgets and controlling operational costs and contributing to customer retention and upsell opportunities through operational insights.
• Applicants will need 5+ years work experience in Operational or customer-focused roles, ideally within SaaS or Technology companies, the demonstrated ability to scale processes in a high-growth environment, financial literacy and experience working with KPIs, budgets, and performance metrics and proficiency with platforms such as Jira, Process Street, Zendesk, or similar.

DUTIES:

Operational Leadership & Process Excellence 

• Take ownership of operational activities and team performance in your assigned company or region.
• Drive process improvements, implement scalable workflows, and ensure efficiency across operations.
• Define, track, and report on KPIs tied to customer satisfaction, performance, and profitability.
• Support implementation projects and ensure seamless delivery of SaaS solutions.

Team Management & Development 

• Lead and coach cross-functional teams including onboarding, support, and success functions.
• Ensure effective workforce planning, training, and knowledge sharing.
• Foster a culture of accountability, agility, and continuous improvement.

Customer Operations & Retention 

• Collaborate with Customer Success and Technical Support teams to ensure excellent service delivery.
• Monitor SLA compliance, resolve escalations, and continuously improve customer satisfaction.
• Support Commercial teams by aligning operational capacity with sales growth and customer needs.
• Contribute to customer retention and upsell opportunities through operational insights.

Reporting & Performance Management 

• Work closely with finance and senior management to monitor budgets and control operational costs.
• Deliver structured weekly reports on key metrics, trends, and improvement plans.
• Use data to support business cases and drive strategic decisions.

REQUIREMENTS:

• 5+ Years’ experience in Operational or customer-focused roles, ideally within SaaS or Technology companies.
• Strong leadership skills and a proven track record in managing cross-functional teams.
• Demonstrated ability to scale processes in a high-growth environment.
• Financial literacy and experience working with KPIs, budgets, and performance metrics.
• Experience with platforms such as Jira, Process Street, Zendesk, or similar.
• Fluent in English; other European languages are a plus. 
• Located in or willing to work from one of the key operational hubs (remote/hybrid possible).