Head of Operations

deeploi - This is IT; Berlin; On-site; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Urban Sports Club

Public transport allowance

Job summary

Deeploi in Berlin seeks a Head of Operations to lead onboarding, customer success and IT-support, owning the customer journey and driving measurable improvements. You will report to the CEO and collaborate with the CPTO and Head of Product on turning insights into product and process improvements.

Your role covers leadership of ~15 people, vendor management, and a strong emphasis on data-driven SLAs, process optimization and a proactive, customer-first culture.

Qualifications

• 6+ years in operations, service or general management.
• At least 2 years of leadership experience, with a track record of building and developing teams in a high-growth environment.
• Fluent German and English (business fluent, C1+). Bachelor’s degree or comparable experience.

Responsibilities

• Lead three operational areas: Customer Onboarding, Customer Success and IT-Support, with ~15 people and vendor management.
• Own the customer by building senior-level relationships and stepping in when needed.
• Grow customer loyalty by strengthening key accounts and tailoring products to client needs.
• Professionalise IT-Support by sharpening SLAs and strengthening the data foundation behind them.
• Optimize processes and tools to enable growth without proportional team expansion.
• Represent the Voice of the Customer and translate insights into a product agenda with Product.
• Drive key metrics: SLA compliance, retention, churn, upsells, NPS, support efficiency and service margins.
• Lead with clarity and empathy, developing the team and fostering a proud service culture.

Skills

Leadership

Customer centricity

Process thinking

Data mindset

Start-up experience

Ownership

Education

Bachelor's degree

Job description

Your mission

We're looking for a Head of Operations to lead and further professionalise deeploi's operational backbone in Berlin.

You own the entire customer lifecycle and lead the teams behind it: Customer Onboarding, Customer Success and IT-Support.Your teams are in place and processes exist; your job is to make them measurably better: clear SLAs, reliable data, strong customer relationships, and a service experience customers stay for.

As a key member of the leadership team, you report directly to our CEO and work closely with our CPTO and Head of Product to turn customer insights and operational learnings into product and process improvements.

Your Responsibilities

• Lead three operational areas:Customer Onboarding, Customer Success and IT-Support, with direct and indirect responsibility for a team of around 15 people, including vendor management, procurement and our subprocessors.
• Own the customer.Customer centricity is at the heart of this role: you build senior-level relationships, are close enough to your accounts to know how they are doing, and step in personally when a conversation needs you.
• Grow customer loyalty.Together with Customer Success you strengthen our key accounts, understand what drives renewals and satisfaction, and use those insights to tailor our products even more towards our clients’ needs.
• Professionalise IT-Support.Refine and sharpen our SLAs so they are more meaningful and give a truer picture of performance, strengthen the data foundation behind them, and give the team the structure, tooling and capacity it needs to work at its best.
• Optimise processes and toolsso the business can grow without the team growing in lockstep.
• Represent the Voice of the Customerand translate operational insights into a clear, well-argued product agenda together with Product.
• Drive the numbers that matter:SLA compliance, retention and churn, upsells, customer satisfaction (NPS), support efficiency and service margins.
• Lead with clarity and empathy:develop your team, set expectations, and build a service culture people are proud of.

Your profile

• 6+ yearsin operations, service or general management, ideally in SaaS or IT services.
• At least 2 years of leadership experience,with a track record of building and developing teams in a high-growth environment. You are a credible sparring partner for the founders and leadership team.
• Customer centricity above all:you own the customer, don't shy away from difficult conversations, and bring the seniority and empathy to de-escalate them.
• Process thinking and a data mindset:you build the tracking and numbers we are missing, while staying pragmatic enough to decide even when the data isn't there yet.
• Comfortable at the Operations and Product interface:a strong counterpart for Product who can make a point and hold their ground.
• Solid technical understanding:an IT background or MDM knowledge is a plus. What matters is genuine interest and the willingness to build deep understanding of IT infrastructure (device management, macOS, Windows, …).
• Start-up or scale-up experience is a must:you are at home in fast-moving, pragmatic environments where structure is something you create. A consulting background is a bonus.
• Ownership and hands‑on mentality:you don't just initiate topics, you see them through, including the ones next to your remit.
• Based in Berlinand happy in an office-first culture, regular travel to Munich, where part of our team is based, is part of the role.
• Fluent German and English(business fluent, C1+). Bachelor's degree or comparable experience, seniority counts more than titles.

Why us?

• Join our ambitious and fast-growing team in Berlin,backed by top-tier European investors (Atomico, Cherry among others).
• Shape how deeploi scalesas our service business grows. Your work has direct, visible impact.
• Competitive compensation packageincluding a generous VSOP plan.
• High ownership and autonomyfrom day one, working directly with the founders.
• Benefitslike Urban Sports Club or a public transport allowance.
• A culture that is ambitious, open and fun,with people who genuinely care about what they build.