Head of Operational Excellence - Customer Service F/H

<h3>Company Description</h3><p><strong>✨ About Voyage Privé </strong><br/> <br/> Born in France in 2006, Voyage Privé has grown from an ambitious startup into becoming the Europe's leading travel tech platform. Operating across 9 markets with tens of millions of users, we're not just another e-commerce success story - we're a tech powerhouse revolutionizing online travel.   <br/> <br/> What makes us unique? A mission-driven culture where performance meets impact. Our innovative campus brings together tech talent, professional athletes, students, and artists, creating an ecosystem where digital innovation drives both business growth and positive change.   <br/> <br/> We're now at an inflection point, upgrading our entire technical foundation with cloud architecture, AI, and real-time systems to become a reference and top-of-mind platform for luxury travel, known by travelers for its for excellent offer and customer experience, and by our providers as a high-performance business development partner.   </p><h3>Job Description</h3><p>🎯 Your Mission</p><p>As a <strong>Head of Operations</strong>, you’ll play a key role in shaping the future of our <strong>Customer Service organization</strong> and ensuring that every Voyage Privé Member enjoys a seamless and memorable experience. You’ll work closely with <strong>C-level executives, Product, Tech, Supply, Finance, and Customer Experience teams</strong>, as well as with our <strong>international BPO partners</strong>, to deliver measurable impact, strengthen operational performance, and help us scale efficiently across all markets.</p><p>Your key responsibilities will include:<br/> • <strong>Lead the definition and execution of our global Customer Service strategy</strong> to position Voyage Privé as the preferred travel brand on every market, ensuring customer satisfaction and operational excellence at every stage of the journey.<br/> • <strong>Collaborate with cross-functional teams and external partners</strong> to align on business priorities, define clear KPIs, and drive continuous improvement in quality, responsiveness, and efficiency.<br/> • <strong>Analyze and optimize operational models and processes</strong>, leveraging AI, automation, and data insights to increase productivity, reduce contact rates, and enhance the value of every human interaction.<br/> • <strong>Ensure high performance, clarity, and accountability</strong> across teams by structuring roles, developing capabilities, and nurturing a culture of collaboration, ownership, and results.<br/> • <strong>Foster innovation and service transformation</strong>, integrating new technologies and best practices to scale operations while maintaining a premium level of service.<br/> • <strong>Oversee crisis and complex case management</strong>, making fast, informed decisions to protect the customer experience and brand reputation during sensitive situations.</p><h3>Qualifications</h3><p><strong>💡 What We’re Looking For </strong></p><p>Your profile:<br/> • <strong>Proven experience of 10+ years</strong> in Operations, Customer Experience, or Service Management within a fast-paced or international environment.<br/> • <strong>Solid understanding of customer service strategy, performance management, and process optimization</strong>, ideally with exposure to AI or automation initiatives.<br/> • <strong>Excellent leadership and people management skills</strong>, with the ability to unite, inspire, and develop diverse teams and partners.<br/> • <strong>Strong communication and negotiation abilities</strong>, capable of engaging and influencing stakeholders at all levels.<br/> • <strong>Resilient, proactive, and autonomous</strong>, with strong prioritization and decision-making skills under pressure.<br/> • <strong>Data-driven and analytical mindset</strong>, comfortable using insights and reporting to guide strategic decisions and continuous improvement.<br/> • <strong>Customer-centric and results-oriented</strong>, always seeking to enhance quality, efficiency, and satisfaction.<br/> • <strong>Fluent in French and English</strong> (any additional European language is a plus).</p><h3>Additional Information</h3><p><strong>⚡ Our Recruitment Process </strong><br/> <br/> We believe in a fast, transparent, and human recruitment process. <br/> <br/> Here’s what you can expect: </p><ol><li><strong>Call with a Talent Acquisition Partner (30–45 min):</strong> Get to know each other! We’ll share more about the role, the team, and our culture.</li><li><strong>Chief Financial &amp; Operations Officer</strong><strong> Interview (60 min): </strong>Meet your future lead manager to deep dive into your experience, missions, and ways of working.</li><li> <strong>Chief People Officer</strong><strong> Interview (60 min): </strong>Meet your future CPO to dive deeper into your background, the role’s challenges, and how you’ll collaborate together.</li><li><strong>CEO Interview (60 min):</strong> Meet our CEO to align on expect