Operations Manager
Who we are looking for
As an Operations Manager, you are ultimately responsible for a key part of our operation. You ensure teams perform at a high level, processes are scalable, and quality remains consistently high. You operate at the intersection of strategy and execution and take ownership of improvements that have a direct impact on people, performance, and growth.You actively work on structural improvements and the further professionalization of our operations.
• At least 2 years of experience in a leadership role
• Proven experience managing customer service teams
• Strong in process thinking, data analysis, and continuous improvement
• Able to stay calm under pressure and make well-considered decisions
• Naturally takes ownership and is results-driven
• Strong communication skills and comfortable with stakeholder management
• Ambitious and willing to step outside your comfort zone
• Thrives in a dynamic, fast-growing organization
• Comfortable in a structured environment while remaining flexible towards clients
• Contributes daily to a safe and welcoming work environment
• Fluent in Dutch and English
• Based in (or near) Amsterdam
• Available full-time, preferably starting April 1
What you can expect from us
At Stone & Bridges, we build service and brand experiences every day that make both customers and colleagues happy. We work with ambitious, fast-growing brands and believe that strong processes, ownership, and a solid operations team truly make the difference.We build service and brand experiences every day that make both customers and colleagues happy.
• A senior role with significant responsibility and direct impact on the organization
• The opportunity to contribute strategically and truly implement improvements
• Close collaboration with management and other Operations Managers
• Coaching and development opportunities with an annual training budget
• Hybrid working within a close-knit, ambitious team with an open culture
• Regular team events, social drinks, and a catered lunch every day
• Salary from €3,600 gross per month (including holiday allowance), depending on experience
• 22 vacation days + one extra vacation day per quarter if you have not been sick
About the postion
As Operations Manager, you lead team leads and customer service teams and are responsible for the overall performance of your domain. You don’t just manage day-to-day operations, but actively work on structural improvements and the further professionalization of our operations. You collaborate closely with other Operations Managers, Team Leads, and the management team, and you initiate strategic improvement projects focused on quality, efficiency, scalability, and team development.You are responsible for the overall performance of your domain
• Take full responsibility for team performance, including quality, productivity, and customer satisfaction (CSAT, SLAs)
• Lead and coach team leads and customer service agents, with a strong focus on ownership and growth
• Translate strategic goals into concrete operational plans and improvement initiatives
• Initiate and lead strategic improvement projects (processes, tooling, workflows, collaboration)
• Be responsible for planning, capacity management, and scalability of the operation
• Identify structural bottlenecks and resolve them independently
• Manage escalations and act as a strong discussion partner for clients
• Actively contribute to culture, leadership, and the continued professionalization of Stone & Bridges
