Head of Operations (Otomoto)

OLX Group is the world’s fastest-growing network of trading platforms, serving 300 million people every month and operating in 30+ countries across 5 continents. We shape the future of trade to unlock the hidden value in everything. We help people buy and sell cars, find housing, get jobs, buy and sell household goods, and much more. With more than 20 well-loved local brands including Avito, OLX, Otomoto, and Property24, our solutions are built to be safe, smart, and convenient for our customers. We are powered by a diverse workforce of 10,000+  talented individuals, together building an inclusive culture around the world. We have the strong financial and operational backing of Prosus, one of the largest consumer internet groups in the world. For more information, visit www.olxgroup.com.

Otomoto is the platform to buy and sell vehicles in Poland. It has a massive database of loads of different vehicles and connects thousands of dealers and private sellers with millions of potential buyers. 

We are looking for the Head of Operations to lead our Operations and Customer Experience teams in Poland. The successful candidate needs to be a highly driven professional with an entrepreneurial mindset, excellent analytical skills, a strong interest in commercial strategy, standards and processes and must have a proven track record of successfully leading operational teams. 

The candidate needs to be able to work independently on a large variety of topics and interact with multiple stakeholders across the organisation. She/he will work closely with the General Manager (Motors) as well as with Sales and Marketing to drive business goals, improve operational efficiency and overall performance, as well as enrich customer experience across the m customer journeys.

 Main responsibilities

• Lead the Operations and Customer Experience strategy definition process and drive implementation together with functional Team Leads
• Analyse Customer Experience KPIs and identify improvement opportunities and best practices that can be rolled-out across departments
• Identify customer pain-points across main journeys and design processes and procedures to minimize them
• Identify unmet or insufficiently addressed customer needs and design solutions to solve them
• Coordinate multiple stakeholders and drive key Customer Experience transformation initiatives
• Support recruitment and drive talent development, retention and performance management activities for the Customer Experience departments
• Attend meetings with key clients and drive strategic partnership negotiations
• Project Management across Customer Experience and Operations area

Your profile

• Extensive Operations and Product experience preferably in the online business
• Knowledge in the car/motors industry (online trading, offline operations, import/export)
• Strong leadership skills (managing mature business with multiple fresh business extensions)
• Ability to quickly build relationships and provide coaching to customer-facing teams
• Experience in building long term plans and executing on them
• Change management experience will be highly valued
• Strong communication and influencing skills
• Fluent in English is a must (C1)

What we’ll give you:

• Contributing to the global OLX Group success
• A chance to manage a leading business in its category
• Strategic freedom to implement or abandon ideas
• Support from an experienced leadership team
• Great place to develop within fast growing, global classifieds leader
• Competitive salary package

What you need to know about us:

• OLX Group is a global product and tech company with +20 brands, +30 countries, +10 000 people and one mindset
• Our mission is to make it super easy for people to buy and sell almost anything, boosting local economies
• We are proud to be different, and we work differently too. We combine the spirit and agility of a start-up with the maturity that comes from being part of a 100 year-old company
• We are curious, ambitious and allergic to corporate interference. We improvise, experiment and push each other further, embracing uncertainty and driving change

If you are as excited as us about this position and our company, we hope you join us! If you’d like to learn more about the OLX Group take a look at the other parts of our website. And remember, we are an equal opportunities employer.