Senior Operations Lead

Hashlist; Poissy; Sur place; EUR 70 000 - 90 000; Plein temps

Résumé du poste

A leading automotive platform is seeking a Senior Operations Lead (Customer Experience & Triage) to drive triage operations and improve customer experiences across digital platforms. The ideal candidate has over 7 years of experience in operations and a strong analytical mindset. This role emphasizes leadership and coordination among cross-functional teams to resolve complex incidents efficiently.

Qualifications

• 7+ years of experience in operations, technical support, or incident management.
• Strong analytical and problem-solving skills.
• Excellent communication and leadership skills.

Responsabilités

• Lead triage and resolution of high-impact customer issues.
• Act as the primary escalation point for complex incidents.
• Analyze customer feedback and operational data.

Connaissances

Customer-first mindset

Analytical skills

Problem-solving skills

Leadership skills

Communication skills

Formation

Bachelor’s or Master’s degree in Engineering, Information Systems, Business

Outils

Jira

ServiceNow

Splunk

AWS

Azure

Description du poste

Hashlist is a platform for projects within the automotive industry. We establish supplier relationships with automotive companies and provide a one-stop shop for candidates interested in working in the industry. Are you ready to embark on this journey?

About the Role

As a Senior Operations Lead (Customer Experience & Triage), you will drive triage operations, lead incident resolution, and champion customer-centric improvements across digital platforms to ensure seamless experiences for users.

Responsibilities

• Lead triage and resolution of high-impact customer issues across digital platforms and services.
• Act as the primary escalation point for complex incidents, coordinating with engineering, product, and support teams.
• Analyze customer feedback, telemetry, and incident data to identify trends and systemic issues.
• Develop and maintain operational dashboards and KPIs to monitor service health and customer satisfaction.
• Drive continuous improvement initiatives to reduce incident volume and improve time-to-resolution.
• Mentor junior team members and establish best practices for triage and issue management.
• Represent the customer voice in cross-functional planning and retrospectives.

Qualifications

• Bachelor’s or Master’s degree in Engineering, Information Systems, Business, or related field.
• 7+ years of experience in operations, technical support, or incident management.
• Strong analytical and problem-solving skills with a customer-first mindset.
• Hands-on experience with Jira, ServiceNow, Splunk, or similar incident/monitoring platforms.
• Excellent communication and leadership skills with the ability to influence across teams.
• Familiarity with cloud platforms (AWS, Azure) and modern software delivery practices (CI/CD, DevOps).
• Industry experience in automotive or mobility is a plus.
• ITIL or equivalent service management certification is advantageous.
• Background in customer experience (CX) or user research is desirable.

Next steps

• Press “Apply”
• We will review your application
• Get considered for this and other projects/jobs on the Hashlist platform.