Central Operations Manager, DACH (Customer Support) (f/m/d)

Upway; Berlin; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading electric mobility company based in Berlin is seeking a Central Operations Manager for the DACH region. This role involves overseeing operational support, managing a team, and optimizing processes to enhance customer experience in the e-bike marketplace. The ideal candidate has a strong academic background and over three years of relevant experience, fluent in both German and English. This position offers competitive compensation, including stock options and various perks to promote a great work environment.

Leistungen

Generous stock option plan

15% discount on e-bikes

Public transport support

Phone allowance

Brand new Macbook

Exclusive offsites and team events

Qualifikationen

• 3+ years of experience in Operations, Consulting, Finance, or equivalent.
• Ability to be both operational and data driven.
• Comfort with working in a fast-paced and changing environment.

Aufgaben

• Manage operational aspects within the DACH region.
• Ensure high quality standards and customer experience.
• Design and implement processes to improve efficiency.

Kenntnisse

Strong academic background

Fluency in German

Fluency in English

Superior problem-solving skills

Strong team leadership skills

Attention to details

Ausbildung

Bachelor's degree or equivalent

Jobbeschreibung

Central Operations Manager, DACH (Customer Support) (f/m/d)

Department: Operations

Employment Type: Full Time

Location: Berlin

Reporting To: General Manager

Description

About the company:

At Upway, we are making electric mobility accessible to everyone. We are building the largest marketplace for reconditioned e-bikes, offering consumers the widest choice of ebikes, at a great price and with the peace of mind of professional reconditioning and warranties. By executing fast on our mission, we will accelerate the transition to greener ways of moving around, whilst reducing the amount of waste as we extend e-bikes’ lifecycle. We are excited to bring this vision to life and to play our part in addressing some of today’s biggest environmental challenges.

Upway is hiring a Central Operations Manager among its Operations team. The Operations team’s role is to create the largest and highest-quality e-bike offering for Upway shoppers, by sourcing the best e-bikes, refurbishing them and delivering them to their new owner in a seamless customer experience. The Central Operations Manager will be responsible for owning entire parts of the operational flow, building processes to optimize operations, analyzing data to understand and bridge gaps, while working closely with the rest of the company to provide best in class experiences to customers. In particular, this Operations Manager will be in charge of scaling and harmonising processes across all of our DACH UpCenters (refurbishment facilities).

Your Mission

This role centers on managing a diversity of operational aspects within the DACH region, from providing operational support to UpCenter teams on specific topics, to running region wide projects. This role will have a key focus on improving our operations in our UpCenters:

• Strategic Oversight: Identify the biggest priorities and opportunities for operational improvement of our Support function, in order to ensure our customers have the best purchasing experience
• Team Leadership: Recruit, coach and manage a growing team of customer support agents and team leads, ensuring we are building a high performing team with a strong culture
• Performance Excellence: Ensure we deliver on our very high Quality standards, and ensure we provide customers with the best experience
• Process Optimization: Design and implement processes to improve efficiency, customer experience, and financial performance of our support function
• Performance Monitoring: Establish tools and dashboards to gain precise insights into our customers biggest painpoints and propose ways to improve their experience

Cross-functional Collaboration: Work closely with DACH UpCenter Operations teams, as well as internal stakeholders such as Supply & Planning (S&P), Product, and Tech.

What We’re Looking For

As we are scaling our operations, we are looking for great people to join our team and build the future of electric mobility. We want to work with talented individuals who are passionate about working on a meaningful mission and excited to work in a high pace environment. We are looking for people with a strong sense of teamwork and superior problem solving skills to help us build a great company and a fantastic place to work.

• Strong academic background
• 3+ years of experience in Operations, Consulting, Finance, or equivalent
• Fluency in German and in English
• Ability to be both operational and data driven
• Superior problem solving skills
• Strong team leadership skills
• Comfort with working in a fast‑paced and changing environment
• Attention to details and obsession for operational excellence
• Readiness to be fully accountable for a complex operational scope

Why Join Us

• At Upway, we strive to attract and retain top talents by offering a competitive compensation package that includes a generous stock option plan. Stock options give you the right to buy shares at a fixed price, so as Upway grows in value, so does your stake. It’s a long‑term opportunity to build wealth and purpose, side by side.
• You will benefit from a 15% discount on an e‑bike from our shop per year.
• You will receive public transport support to make commuting simpler and more sustainable, as well as phone allowance + brand new Macbook to work away
• You will operate in an environment where you can take as much responsibility as you are able to handle. This will present great learning and growth opportunities.
• You will work on a great product. Electric and sustainable mobility will be ever present in your day‑to‑day, and you’ll become an expert in these topics.
• You will enjoy exclusive offsites and team events to make time to connect and enjoy.

Ready to Ride?

• Apply now via our platform. Feel free to include links to past campaigns, growth results, or anything you're proud of. Don’t meet 100% of the criteria? That’s okay. If you're excited about the role and our mission, we’d still love to hear from you.

We believe diverse teams build better companies. We encourage applications from people of all backgrounds, identities, and experiences. If you see yourself in this role – even if you don’t meet every point – please reach out.

Let’s make e‑bikes the new normal. Join Upway.