Head of Operations

Job title: Head of OperationsDepartment: OperationsReports to: CEO (Michiel de Vor) Do you think it is weird to stand in line at the front desk of a hotel only to ask a simple question or request? Runnr.ai, based in the heart of Utrecht (just a minute’s walk from the central station), is a hospitality technology AI startup revolutionizing guest communication for accommodations. We use the latest in AI technology to provide seamless, automated omni-channel customer service solutions.Our team is a passionate group of data-driven and hospitality technology professionals with experience at top tech companies like Booking.com, Catawiki and Tripaneer. We’re on an exciting journey, and we want you to join us!Job PurposeWe’re looking for a Head of Operations to run the engine room of Runnr.ai. As we scale internationally, smooth operations are what keep our customers happy and our business healthy. You will lead our operations team (covering Onboarding, Customer Success and Customer Support), own the company-wide processes that keep things running, and make sure nothing falls through the cracks.This is a hands-on leadership role. You will manage and develop the team, step in to handle escalations, and jump in wherever help is needed. At the same time you will build and improve the processes, systems, and financial operations that allow us to grow without chaos.You will be part of the management team and work closely with the CEO, as well as our sales, customer success, and product teams, playing a key role in the day-to-day success of Runnr.ai.If you love building structure from scratch, leading a team, and keeping a fast-growing company running like clockwork, you’ll fit right in!Key Responsibilities and DutiesLead, manage, and develop the operations team (2 Customer Success Managers), helping each team member grow into a high performer.Collaborate closely with the CEO, sales, customer success, and product teams to align operations with company goals.Hands-on mentality to work alongside the teams to make our customers very happy during the onboarding process but also once they are live with Runnr.ai. Ability to spot, implement and balance commercial opportunities with keeping the operational processes in mind to scale the organization effectively. Set up, document, and continuously improve processes so that to help the company reach their commercial goals by keeping customer retention high and increasing the revenue per customer.Manage financial operations, including sending out invoices, debt collection, tracking and processing payments, and keeping our financial administration accurate and up to date.Take care of office management and office facilities, ensuring the team has a well-organized and pleasant place to work.Qualifications and Experience6+ years of work experience, preferably in operations or finance within a growing (tech) environment.Demonstrated ability to manage, coach, and develop a team and influence stakeholders.Strong organizational, problem-solving, and communication skills.Ability to balance commercial opportunities with operational processes. Hands-on, proactive mentality - you like to roll up your sleeves and get things done.Experience with financial operations such as invoicing, payments, and debt collection is a strong bonus.Comfortable building and improving processes from scratch.Strong analytical skills and technical proficiency.Experience with CRM tools, preferably Hubspot.Demonstrated adaptability in a fast-paced work environment.We are working a minimum of 3 days in our office in Utrecht At Runnr.ai, our core focus is delivering great guest experiences at scale which leads to high value for accommodations. We value teamwork, view failures and successes as shared experiences, and promote equal contributions from every team member. Feedback is vital for continuous growth. Our transparent communication, agility, and ambition drive us to excel.We are committed to promoting a culture of diversity and inclusion. We enthusiastically encourage individuals from diverse backgrounds who may have reservations about applying, to come forward and submit their applications.We look forward to the opportunity to get to know each other better!