Head of Customer Operations

SnappCar; Utrecht; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Unlimited holidays

Annual development budget

Travel costs covered

Snappie HQ near Utrecht Centraal

Team of 12 FTE

Job summary

SnappCar is seeking a Head of Customer Operations to build an AI-driven operations engine, directing 12 FTE across customer service, finance, supply, and insurance domains. You will redesign processes, automate where possible, and partner with the Head of Tech & AI to translate operational needs into AI use cases.

The role reports to the COO and starts early 2027 with an interim bridge. You will lead a hands-on, data-driven team in Utrecht, balancing excellent service with cost efficiency while

Qualifications

• Several years of experience in a digital operations role with leadership of teams.
• Experience with finance operations, back-office processes, or similar is a plus.
• Background in a scale-up (digital, marketplace, mobility, ecommerce or fintech).
• Proven automation results improving cost-to-serve and self-service.
• Experience managing costs and supplier contracts with KPI oversight.
• A hands-on, data-driven mindset with process mapping skills.
• Interest in AI integration to solve operational problems.

Responsibilities

• Set up and run customer operations as an AI-driven factory; redesign first, automate later.
• Lead a team of 12 FTE across multiple domains; hire and coach the squad.
• Oversee SLAs, goodwill policy, and content for the AI agent in use.
• Own finance operations: invoicing, payouts, and debt collection.
• Oversee supply operations: keyless installation and maintenance.
• Oversee insurance, damage, and Trust & Safety relationships with insurer.
• Collaborate with Head of Tech & AI to translate problems into AI use cases.
• Steer weekly data and KPIs: cost-to-serve, automation rate, CSAT.

Skills

Digital operations

Team leadership

Automation with AI

Data analysis

Cost management

Vendor management

Hands-on approach

Process mapping

AI integration

Scale-up experience

Job description

We are looking for a Head of Customer Operations to run SnappCar’s customer operations like an AI-driven factory: excellent service at the lowest possible cost, with your people focused on the exceptions.

Full-time · On site Utrecht, The Netherlands

At SnappCar, we’re reshaping mobility. As the leading peer-to-peer car-sharing platform, we’re on a mission to remove 5 out of 10 cars from the streets. Why? To create more space, cut CO₂ emissions, and build stronger communities. Every ride brings us closer to a cleaner, more connected world. Do you want to be a part of our team?

About the job

Working as Head of Customer Operations at SnappCar is not your typical management job. You are building the engine room of a fast-growing scale-up, and you have real impact on how people move around the country and Europe.

Our ambition is to be number 1 or 2 in every market we operate in, and to reach 10,000 shared cars per day by 2034. Profitable growth comes first on the way there, and AI plays a central role. For customer operations, that means a shift from service levels to cost-to-serve and automation rate. Great service at lowest possible cost.

As Head of Customer Operations, you take over a team in transition. It grows to 12 FTE and evolves from a support team into four domains: customer service agents, finance operations, supply operations, and insurance, damage and Trust & Safety. You are hands‑on. You dive into the tickets and rebuild a process yourself when needed. You redesign first and automate second, so AI offers the first solution and your people can focus on the exceptions. You work closely with our Head of Tech & AI to translate operational problems into AI use cases.

This is a new role in our leadership team, reporting to the COO. The intended start date is early 2027, with an interim manager bridging the period until then.

What will you do?

• Set up and run customer operations as an AI-driven factory: redesign the process first, then automate.
• Be responsible for the service to renters and owners: SLAs, goodwill policy and content for our AI agent.
• Take charge of finance operations: invoicing, payouts, fines and debt collection, and the non-payment process (bad debt).
• Take charge of supply operations: keyless installation, maintenance and supporting car owners all the way to a live car.
• Take charge of insurance, damage and Trust & Safety: claim costs, fraud handling and the relationship with our insurer.
• Lead the team of 12 FTE (support and 2nd-line specialists): hire, coach and give senior team members day‑to‑day responsibilities.
• Make sure the first line actually solves tickets and the second line focuses on documentation and process descriptions.
• Reduce hand‑overs and ticket “ping‑pong” between teams (finance, supply, 2nd/3rd line).
• Manage the operational budget and suppliers, and let volume grow faster than headcount.
• Steer weekly on data and KPIs: cost‑to‑serve per rental day, automation rate and CSAT.

What you bring to the team

• Several years of experience in a digital operations role, including leading teams of 5+ FTE.
• You’ve done more than customer service. Experience with finance operations, back‑office processes or similar is a plus.
• A background in a scale‑up (digital, marketplace, mobility, e‑commerce or fintech).
• Proven automation results: lower cost‑to‑serve thanks to AI and self‑service.
• Experience managing a cost line and supplier contracts, and steering weekly on unit cost and KPIs.
• A hands‑on mentality. You’re not afraid to get your hands dirty.
• Curious, great at slicing and dicing data, and good at mapping and understanding processes.
• You embrace AI and think fundamentally about how to integrate it.
• Grit and drive to get things done.
• The brainpower to make complex matters simple and keep up with the pace of the management team.
• Calm under pressure, quick to build trust, and clear in your people decisions.

Not ticking every box, but excited about the role and what you could bring to SnappCar? We’d still love to hear from you.

What we offer you

At SnappCar we recognize the demands of being a Head of Customer Operations, and want to make sure that next to a challenging position we offer you the following:

• Your work truly matters: the chance to build SnappCar’s operational digital “factory” with a team of 12 FTE
• A key position in the leadership team, reporting directly to the COO
• A Snabbatical: one month of paid leave after 3 years, three months paid leave after 5 years
• An unlimited holiday policy
• A competitive salary and a yearly review
• An annual development budget
• Travel costs covered and SnappCar credits every quarter so you use what you’re building
• A great and fun team you’ll want to be in the office with
• Snappie HQ right next to Utrecht Centraal, with delicious coffee and lunches
• A scale-up environment with room for ownership and visible impact

Two things worth knowing before you apply for this role

You speak Dutch. A lot of our owners and renters are Dutch. You and your team will read their messages, you’ll sit in those meetings and hear what they’re actually saying, which is hard to do through a translation.

We’re not offering visa sponsorship for this role. You’ll need the right to work in the Netherlands already.