Head of Customer Operations & AI Automation

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

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