Operations Lead

nydo; Frankfurt; Hybrid; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A premium D2C sofa brand is seeking an Operations & Customer-Success Lead to oversee end-to-end operations and customer service. This leadership role offers the chance to shape the function from the ground up while working in a fast-paced, hybrid environment. Ideal candidates will have a strong background in operations, excellent negotiation skills, and the ability to drive strategic initiatives. Competitive salary and equity package included.

Leistungen

Competitive salary

VSOP equity package

Flexible hours

Access to external mentors

Qualifikationen

• 5+ years experience in operations, ideally in e-commerce.
• Comfortable with ERP/OMS/WMS integrations.
• Fluent English; German is a strong plus.

Aufgaben

• Owning end-to-end operations and customer-facing processes.
• Designing scalable workflows for order-to-fulfilment.
• Managing supplier and 3PL relationships.

Kenntnisse

Entrepreneurial mindset

Hands-on & Strategic

Customer-centric approach

5+ years in operations

Tech-savvy

Negotiation skills

Independent leadership

Fluent English

German language skills

Tools

ERP integrations

Data pipelines tools like Shopify

Jobbeschreibung

Operations & Customer‑Success Lead

Location: Frankfurt am Main or Lisbon (hybrid)

Type: Full‑time — Lead role, hands‑on & strategic

Reports to: CEO and is part of Founding Team

This role is true early‑stage leadership; you’ll own outcomes, hire your team, and see the direct impact of your work on product and both business as personal growth.

We’re building a premium D2C sofa brand that mixes craftsmanship, beautiful design and best‑in‑class customer experiences. We’re well funded, growing fast, and about to scale into new European markets — and we need an Operations & Customer‑Success Lead who can own end‑to‑end operations and help us deliver on our promise.

This is a rare chance to join the leadership team early: you’ll run day‑to‑day operations, own technical integrations (ERP, OMS, WMS), shape our supply chain strategy, and build the customer‑facing processes that make customers rave. You’ll be hands‑on, able to roll up your sleeves, and equally comfortable designing long‑term operational strategy.

What you’ll own

• Process & Workflow Architecture

You’ll design, document and ship scalable end‑to‑end workflows for order‑to‑fulfilment, returns and reverse logistics. Own the playbook and run weekly experiments to reduce friction and cost—drive automation where it pays.

• Supply Chain & Vendor Relations

You’ll own supplier, manufacturer and 3PL relationships end‑to‑end—negotiate SLAs, commercial terms and contingency plans.

• Strategic Procurement

Build sourcing strategies, manage lead times and inventory buffers, and run launch readiness for new SKUs. You’ll set reorder points, introduce forecasting cadence, and own supplier onboarding & quality checks.

• Customer Service & Quality (in partnership with CX Lead)

Define and own the post‑purchase experience end‑to‑end. Set KPIs (NPS, response & resolution times), create escalation playbooks, and own SLA enforcement with partners to make CX a competitive advantage.

• Systems & Integrations

Lead ERP/OMS/WMS scoping and integrations; own clean data flows across Shopify, logistics providers and reporting tools. You’ll own the operational dashboard that the leadership team and investors rely on.

• Team & External Network

Hire and mentor a compact ops & CS team; build a network of external experts and mentors.

Who you are

• Entrepreneurial: excited to build from 0‑10 (and beyond) and operate with an 80:20 approach
• Hands‑on & Strategic: able to troubleshoot the day‑to‑day and design strategic long‑term solutions
• Customer‑centric: You understand that operational excellence is the backbone of great CX and measure success by customer outcomes.
• Experienced: 5+ years in operations, supply‑chain, logistics or 3PL orchestration — ideally in e‑commerce or D2C.
• Tech‑savvy: Comfortable with ERP/OMS/WMS integrations, data pipelines and tools like Shopify/Gorgias/Zapier, routing/fulfilment platforms, and BI dashboards. Comfortable injecting AI to limit human error and drive operational efficiency
• Buyer & Negotiator: Confident negotiating commercial terms and building trustworthy supplier partnerships.
• Independent leader: Self‑starter who builds processes and pulls the right experts when needed — external mentors encouraged.
• Languages: Fluent English required. German is a strong plus.

Nice‑to‑haves

• Background in furniture, home goods
• Proven track record of scaling ops from ~0 → 10k+ orders/month
• Experience with ERP implementations (NetSuite, Odoo, MS Business Central or similar).

What we offer

• A high‑impact leadership role in a well‑funded, fast‑moving startup — real ownership from day one.
• Work directly with the founding team on strategy, product and growth decisions.
• A creative, international culture that values curiosity, ownership and simplicity.
• Competitive salary plus a meaningful VSOP equity package.
• Hybrid working, flexible hours, and access to external mentors and a training budget.
• A chance to build and shape the ops function, hire your team and control a discretionary experimentation budget.

How to apply

Send a short note and your CV / LinkedIn to [e-mail] or apply via this job posting. In your message please include:

• A 2–3 line introduction and your salary expectations
• One operational win you’re proud of
• The biggest learning

Please also tell us your earliest start date and current notice period. We aim to respond within 5 working days and move quickly. We look forward to your message!