Regional Operations Manager BNL

Upway; Antwerpen; Presencial; EUR 90.000 - 120.000; Jornada completa

Descripción de la vacante

Upway is seeking a Regional Operations Manager for the Benelux region to combine customer empathy with operational discipline in a fast-growing environment. You will oversee all customer-facing operations from pre-sales to warranty management, including logistics quality and new demand models like leasing and subscriptions.

You will work closely with the General Manager, UpCenter Operations teams in Amsterdam and Antwerp, and product teams to identify, implement, and monitor operational

Formación

• Strong academic background in engineering, finance, or business.
• 3+ years of experience in Operations, B2C Customer Success/Support.
• Strong communication and leadership skills with a customer-centric approach.
• Excellent problem-solving, root-cause analysis, and data interpretation abilities.
• Experience leading customer-facing teams across multiple markets or brands.

Responsabilidades

• Own key parts of the Benelux Operations value chain.
• Design and implement processes to optimize customer experience and financial efficiency.
• Maintain high quality standards and analyze customer feedback to improve.
• Serve as primary contact for leasing and payment provider partners on operations matters.
• Collaborate with Amsterdam and Antwerp UpCenter teams and product teams to drive improvements.
• Act as product/UX contact for new customer features rollout and follow-up.
• Translate customer feedback into actionable insights for product, commercial, and operations teams.
• Lead escalations and recovery efforts, coordinating internal teams and turning issues into trust-building moments.

Conocimientos

Dutch language (Fluent)

English language (Fluent)

French (Nice to have)

Educación

Engineering/Finance/Business degree

Descripción del empleo

Upway is looking for a Regional Operations manager for the Benelux region. This is a management role for someone who combines strong customer empathy with operational discipline, and who can bring structure, clarity, and consistency to complex, fast growing environments.

The Regional Operations Manager oversees all customer-facing operations, from pre-sales to warranty management, logistics Quality and new demand models ( such as Leasing and subscription models) for the Benelux market.

They will work closely with the General Manager, UpCenter Operations team (particularly the UpCenter leads of Amsterdam and Antwerp) and product teams to identify, implement, and monitor operational improvements across the business.

Key Responsabilities

• Own key parts of Upway BNL Operations value chain.

• Design, implement and improve processes to optimize customer experience and financial efficiency.

• Ensure we deliver on our very high Quality standards, and analyze customer feedback to keep raising the bar.

• Serve as the primary point of contact for leasing and payment provider partners on all operational and support matters.

• Work closely with the Amsterdam and Antwerp UpCenter Operations team, as well as other internal stakeholders.

• Act as the product and UX point of contact for the implementation and follow-up of new customer features.

• Bring the voice of the customer inside: Structure customer feedback and translate it into actionable insights for product development, commercial teams, and operations, ensuring recurring issues are solved structurally

• Own escalations and recovery: Act as the senior owner for major customer issues, coordinating internal teams and turning difficult moments into trust-building experiences.

Strong academic background in engineering, finance, business or similar3+ years of experience in Operations, B2C Customer Success/ Support.Fluency in Dutch, proficiency in English, French is a plusStrong communication and leadership skillsOutstanding problem-solving skills, with a keen eye for detail, root cause analysis, and data interpretationProven experience leading customer facing teams across multiple markets or brands.Deeply customer-centric, always striving to enhance the Upway experienceComfort with working in a fast-paced and changing environmentEnergized by change and dynamic work settingReadiness to work on-site, we are based in Mechelen / Amsterdam