Head of International Operations & Network

ARC Europe; Evere; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

ARC Europe is seeking a Head of International Operations & Network to lead our Customer Success Managers and Network Area Managers, coordinating daily operations across our international network to ensure consistent, high-quality service delivery in line with ARC Europe Group standards.

The role focuses on contract and operational implementation, KPI tracking, audits of service providers, and continuous performance improvement, while collaborating with internal teams and external partners to

Qualifications

• University degree or proven relevant experience in Operations, service delivery or network management.
• Fluency in English; knowledge of another language is a plus.
• Strong ability to design and manage high-performing service delivery models aligned with customer requirements.
• Proven expertise in managing service providers and enforcing contractual frameworks.
• Demonstrated capability to define, track, and optimize KPIs while driving continuous performance improvement.
• Solid experience in auditing operations and ensuring compliance with quality standards and contractual obligations.
• Proven experience and interest in people management with the ability to engage, develop, and drive performance within the team.
• Proficiency in using operational tools and data to monitor performance and support informed decision-making.
• Ability to communicate at all levels while building trust with internal & external stakeholders, and foster a collaborative team environment.
• Experience working in an international environment with various international partners.

Responsabilités

• Overall, in charge of contract implementation and Operational implementation of customer requirements
• Validation & approval of sub-contractor capabilities against customer requirements
• Monitor the operational performance of the ARC Europe Group contracts: define KPIs, ensure their delivery and monitor the SLAs, agree and monitor improvement plans with service providers
• Conduct and supervise generic and customer dedicated service provider audits
• Coordination of sales support activities
• Day to day management of the Operations & Network team including regular meetings and follow-up on objectives
• Ensure the availability of relevant operational information via adequate tools
• Supervise and monitor the selection and integration of (new) service providers in the network
• Contribute to the definition and implementation of ARC Europe Group standards for the network
• Promote and coordinate the deployment of ARC Europe Group tools and applications relevant to service delivery
• Ensure and motivate the exchange of Best Practices in between Service Providers
• Ensure adherence from Service Providers to SPA

Connaissances

Operations management

Service delivery

Network management

KPIs & SLAs

People management

Stakeholder communication

International collaboration

Data-driven decisions

Formation

University degree

Relevant experience

Operations

Outils

Operational tools

Description du poste

ARC Europe is the European expert in automotive assistance founded in 1991 by the leading European automobile clubs. We are experts in assistance & mobility services and we provide high-level services to our B2B customers in more than 40 countries in Europe. We accompany our clients coping with the deep evolution in the automotive industry. As a mobility partner, our strategy is to help our customers responding to their clients’ new expectations by offering a comprehensive and customer-centric approach covering the full mobility ecosystem.

We are looking for a new Head of International Operations & Network to join our team. In this role, the colleague will lead our dedicated team of Customer Success Managers and Network Area Managers, who coordinate daily operations, monitor performance, and work closely with internal teams and external partners.

The goal is to ensure smooth, consistent, and high-quality service delivery across our international network, in line with customer expectations and ARC Europe Group standards.

Responsibilities:

• Overall, in charge of contract implementation and Operational implementation of customer requirements
• Validation & approval of sub-contractor capabilities against customer requirements
• Monitor the operational performance of the ARC Europe Group contracts: define KPls, ensure their delivery and monitor the SLA's, agree and monitor improvement plans with service providers
• Conduct and supervise generic and customer dedicated service provider audits
• Coordination of sales support activities
• Day to day management of the Operations & Network team including regular meetings and follow-up on objectives
• Ensure the availability of relevant operational information via adequate tools
• Supervise and monitor the selection and integration of (new) service providers in the network
• Contribute to the definition and implementation of ARC Europe Group standards for the network
• Promote and coordinate the deployment of ARC Europe Group tools and applications relevant to service delivery
• Ensure and motivate the exchange of Best Practices in between Service Providers
• Ensure adherence from Service Providers to SPA

Required Skills:

• University degree or proven relevant experience in Operations, service delivery or network management
• Fluency in English, knowledge of other language is considered as plus
• Strong ability to design and manage high-performing service delivery models aligned with customer requirements.
• Proven expertise in managing service providers and enforcing contractual frameworks
• Demonstrated capability to define, track, and optimize KPIs while driving continuous performance improvement.
• Solid experience in auditing operations and ensuring compliance with quality standards and contractual obligations.
• Proven experience and interest in people management with the ability to engage, develop, and drive performance within the team.
• Proficiency in using operational tools and data to monitor performance and support informed decision-making.
• Ability to communicate at all levels while building trust with internal & external stakeholders, and foster a collaborative team environment
• Experience working in an international environment with various international partners.

would you like to have more information about the position? You can always contact us via our general email address : [e-mail].