Product Operations Lead – Care Operating Model Transformation

We are supporting a fast-growing tech company undergoing a major transformation of its Care operating model.

The organization is moving from a centralized support model to a more decentralized value-stream setup, where business and transversal units progressively take ownership of their aftersales experience, while Care remains responsible for overall consistency, quality standards, and operational excellence.

A high-level framework and strategic direction have already been defined by leadership. The objective of this role is to turn that vision into reality: operationalize the model, drive its rollout across 4 new units, and create the structure, processes, and ways of working that will enable future onboarding at scale.

This is a highly cross-functional and execution-focused role, requiring someone able to bring clarity, structure, and momentum in a complex environment, without direct authority.

Mission

Operating Model Rollout & Operational Structuring

• Lead the implementation of a new value-stream operating model across Care units

• Translate strategic principles into actionable operating processes, workflows, and governance

• Ensure the model is consistent, scalable, and adopted effectively across different teams

• Build and maintain the operational foundations required for long-term scalability, including playbooks, process documentation, RACI, and operating guidelines

Cross-functional Alignment & Change Management

• Work closely with Care, Product, Engineering, Operations, Data, and Design teams

• Facilitate collaboration between Care and the business / transversal units involved in the transformation

• Clarify roles, responsibilities, ownership, and ways of working across teams

• Drive alignment and adoption in an environment where influence matters more than hierarchy

• Design and lead onboarding / enablement sessions so newly integrated units can operate autonomously within the new model

• Ensure all stakeholders understand the benefits, expectations, and practical implications of the change

Ownership & Execution

• Act as the main point of contact for all operational topics related to the rollout

• Handle escalations and unblock issues with pragmatic, business-oriented solutions

• Drive execution autonomously, with a strong sense of ownership and accountability

• Bridge strategy and day-to-day execution, ensuring leadership intent is translated into concrete operational reality

Performance & KPI Structuring

• Help teams define, structure, and own their operational KPIs

• Ensure performance tracking is aligned with broader business objectives

• Bring visibility, rigor, and clarity to how performance is measured across the new setup

• Support the creation of a scalable framework for tracking outcomes and operational health over time

Profile

• Senior Product Ops / Operations profile with strong experience in fast-paced tech or scale-up environments

• Proven track record in operating model rollouts, organizational transformation, or cross-functional operational excellence programs

• Strong ability to structure ambiguous and complex environments

• Excellent stakeholder management and communication skills, both written and verbal

• Hands-on, pragmatic, and strongly execution-oriented mindset

• Able to onboard quickly and create impact from the first weeks

• Strong change management capabilities, with the ability to drive alignment without direct authority

• Very good understanding of product-led and web-based organizations

Important
We are specifically looking for profiles who have worked in tech companies and are familiar with web product environments. Experience working closely with Product, Engineering, Design, Data, and Operations teams in digital / platform / marketplace contexts is highly valued.

Key Expectations

• Fast onboarding and immediate contribution

• Strong ownership of the rollout and operationalization

• Ability to bridge strategy and execution

• High level of autonomy and accountability

• Strong communication skills, with the ability to create clarity across multiple stakeholders

• Ability to help teams adopt a new operating model in a sustainable and scalable way

• Long term mission - 4days/week