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About the Role
Urban Sports Club is now part of Wellhub, creating a global wellbeing ecosystem. We are looking for a Head of Operations to lead the WFM and data team for CX, oversee Zendesk administration, and ensure efficient customer experience operations. This role involves driving automation, improving processes, and making data-driven strategic decisions to scale the CX department.
Responsibilities
- Deliver accurate, timely, and actionable insights using tools such as Zendesk, Looker, and AI technologies.
- Drive CX performance by defining KPIs, analyzing trends, identifying opportunities, and recommending improvements.
- Partner with VP, Finance, and CX Leads to provide budget input and build business cases for strategic initiatives.
- Lead reporting, analytics, and executive presentations.
- Own the relationship, governance, and optimization of Zendesk, CRM, and telephony platforms.
- Manage Zendesk administration for all departments outside of Customer Experience.
- Lead and develop high-performing Analytics, Workforce Management, and Expert teams.
Requirements
- University degree in Business, Business Analytics, IT, or a related field.
- At least 3 years of experience leading and developing a team of experts.
- Strong analytical, strategic thinking, and problem-solving skills.
- Advanced knowledge of Zendesk, AI technologies, and business intelligence tools in a customer experience environment.
- Ability to translate data into actionable business insights and identify opportunities to drive business performance.
- 3–5 years of experience in Customer Experience, Customer Service, or Business Analysis and Reporting.
- Fluent English communication skills.
Skills
- Zendesk
- Looker
- AI technologies
- Business intelligence tools
- Workforce Management (WFM)
- Data analysis
- Strategic thinking
- Problem-solving
- Reporting
- Analytics
- CRM platforms
- Telephony platforms
Location
- Europe
Work Type
- Hybrid
- Remote (up to 120 days within EU, UK, and Switzerland)
- Flexible working hours
Experience Level
- 3-5 years in Customer Experience, Customer Service, or Business Analysis and Reporting
- 3+ years leading and developing a team of experts
Education Level
- University degree in Business, Business Analytics, IT, or a related field
Benefits
- Free Urban Sports Club L Pro Membership
- Friends and Family Discount
- 30 days of paid vacation annually
- Two additional days for volunteering
- Complimentary access to mental health provider Open Up
- Annual budget of €1,000 for professional growth
- Regular internal training sessions
- Weekly German and English language classes
- Regular team and company events
- Wellness initiatives
About the Company
- Leading platforms for sports and wellness in Europe.
- Dedicated to inspiring people to live active, healthy lives.
- Offer access to thousands of fitness and wellness experiences across the continent.
- Now a proud part of Wellhub, creating a global wellbeing ecosystem.
- Connect 39,000 corporate clients and 97,000 wellness partners across 18 countries.
Equal Opportunity
- Committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).