Customer Operations Director

Priva; De Lier; On-site; EUR 120,000 - 180,000; Full time

Job summary

Priva in the Netherlands is seeking a Customer Operations Director to lead our customer service, order management and sales support teams across international Building Automation markets. You will ensure fast, reliable and consistent service from first inquiry to final delivery, with a focus on scalable, customer‑centred operations.

You will empower teams across countries, align processes with Sales, Technical Support, Supply Chain and Finance, and drive change while maintaining high service

Qualifications

• 10+ years of experience in customer service, order management and/or sales support in a B2B environment.
• 5+ years of leadership experience, including managing team leaders and service performance.
• Proven track record of improving processes and leading change across multiple countries.
• Commercial awareness combined with operational discipline.
• Experience with CRM and order management systems; data driven improvements.
• Experience in building automation, technical products or subscription services is a strong plus.
• Fluent in Dutch and proficient in English; German is a plus.
• Willingness to travel regularly between teams and markets.

Responsibilities

• Lead and develop teams across multiple countries; set roles, coach leaders, manage capacity and service levels.
• Unify customer service, order management and sales support with clear ownership and smooth handovers.
• Support Sales: handle inquiries, follow up quotes and orders, maintain CRM data.
• Establish clear process for technical questions with Technical Support from first response to escalation.
• Coordinate with Supply Chain on product availability and delivery dates; inform customers and Sales.
• Simplify processes, reduce manual work and standardize methods across countries while respecting local needs.
• Collaborate with IT to improve CRM, order management and customer portals.
• Leverage feedback and data to improve service and share insights with Sales and Product.
• Lead organizational change with HR and country managers, maintaining high service levels.

Skills

Dutch language

English language

CRM experience

Order management

Leadership

Process improvement

Change management

Tools

CRM systems

Order management systems

Job description

Do you know how to combine customer focus, commercial awareness and operational excellence?

As Customer Operations Director, you will lead our customer service, order management and sales support teams across our international Building Automation markets.

Your goal is to make sure customers and partners get fast, reliable and consistent service, from their first question to final delivery.

This role is for a leader who sees the bigger picture and knows how to turn it into effective day‑to‑day operations.

What will you do?

You are responsible for the full customer journey after first contact. That covers answering customer questions and requests, processing orders, following up on quotes, and coordinating deliveries and service. You work closely with Sales, Technical Support, Supply Chain and Finance.

You will:

• Lead and develop teams across multiple countries: set clear roles, coach team leaders, and manage capacity and service levels.
• Bring customer service, order management and sales support together into one way of working, with clear ownership and smooth handovers between teams and countries.
• Support Sales: handle incoming requests, follow up on quotes and orders, and keep customer data in the CRM accurate. Sales keeps ownership of accounts, pricing and targets.
• Set up a clear process for technical customer questions with our Technical Support team, from first response to escalation.
• Work with Supply Chain on product availability and delivery dates, and keep customers and Sales informed when issues come up.
• Simplify processes, reduce manual work, and standardize ways of working across countries while respecting local language and market needs.
• Work with IT to improve how teams use our CRM, order management system and customer portals.
• Use customer feedback and data to improve service, and share insights with Sales and Product.
• Lead the organization through change together with HR and country managers, while keeping service levels high.

In addition:

• You have 10+ years of experience in customer service, order management and/or sales support in a B2B environment.
• You have 5+ years of leadership experience, including managing team leaders and being responsible for service performance.
• You have a proven track record of improving processes and leading change, ideally across multiple countries.
• You combine commercial awareness with operational discipline.
• You have experience with CRM and order management systems, and you know how to turn data into practical improvements.
• Experience in building automation, technical products or subscription services is a strong plus.
• You are fluent in Dutch and professionally proficient in English. German is a plus.
• You are willing to travel regularly between teams and markets.

What you get

In numbers

• A competitive salary based on your experience;
• We find a healthy work-life balance important: working flexible hours combined with 30 vacation days a year and the option to buy more;
• Travel allowance of € 0,23/km with a daily maximum of 150 kilometers.

For your own sustainability

• Be secured with our pension plan;
• Feel engaged and join our participation plan;
• Keep on learning with your personal education possibilities and budget;
• Be happy and fit by using our healthy cafeteria, our free on‑premises fitness where you can participate in CrossFit, Pilates and Spinning classes or play table tennis or table football.

Ready to make an impact?

Do you want to take Customer Operations within Building Automation to the next level and build a strong, scalable and customer‑focused organization for our customers and partners?