Europe Market Launch Ops Analyst - Product & CX

R2; Netherlands; A distancia; EUR 70.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

High-growth fintech

Ownership culture

Cross-functional collaboration

Regulatory challenge exposure

Descripción de la vacante

R2 is seeking a Product Operations Sr. Analyst (IC3) to launch and run our Netherlands operations and lead expansion into new European markets. You will own local customer support, KYC, and payment operations, and manage BPO partners to deliver a scalable, high-quality customer experience.

You will build operational dashboards, track SLAs and ticket metrics, drive process improvements, and contribute to AI-based optimization for support. Fluency in Dutch and English is required.

Formación

• 5+ years in customer experience and operations.
• Experience managing BPO relationships and outsourced teams.
• Launched or scaled operations in a new market or high-growth environment.
• Strong reporting: SLAs, ticket volumes, operational metrics.
• Hands-on with ticketing systems like Zoho.

Responsabilidades

• Launch Netherlands operations: setup support, KYC, payment operations.
• Manage BPO partners: onboarding, training, quality, performance reviews.
• Oversee day-to-day operations: meet SLAs, volumes, service standards.
• Monitor and report ticket metrics: avg tickets, resolution, escalations.
• Build operational reports with KPIs.
• Identify improvements, optimize and automate with internal teams.
• Support AI-based optimization for customer support.
• Ensure effective communication between teams, partners and vendors.

Conocimientos

Customer experience

Operations management

BPO management

Reporting & analytics

Fluent Dutch

Fluent English

Herramientas

Zoho

Descripción del empleo

R2 is seeking a Product Operations Sr. Analyst (IC3) to launch and run our Netherlands operations and lead expansion into new European markets. You will own local customer support, KYC, and payment operations, and manage BPO partners to deliver a scalable, high-quality customer experience.

You will build operational dashboards, track SLAs and ticket metrics, drive process improvements, and contribute to AI-based optimization for support. Fluency in Dutch and English is required.