Director of Contract Operations at MERS Goodwill overseeing contract management and guiding governmental contracts. Leading a team while ensuring service quality and compliance in various work environments.
About the role
- Lead Customer Operations for Evalion, a digital platform for real estate appraisals. Drive team development and process excellence in customer support and order management.
Responsibilities
- Senior member of the management team: You bring the customer perspective and process excellence directly into company leadership.
- End-to-end responsibility for Customer Support, Customer Success & Order Management (B2C & B2B).
- Lead & expand the team: Manage the existing team (customer service & administrative processing / junior appraisers).
- Planned expansion (+3 to 9 additional employees) in the coming months — depending on efficiency and process maturity.
- Set up and scale processes: Build, document, and continuously improve workflows (SLAs, escalations, knowledge base, QA checks).
- Ensure service quality: Monitor relevant KPIs (e.g., First Response Time, Time-to-Resolution, CSAT/NPS, backlog) and maintain feedback loops with Operations & Product.
- Oversee order processing: Ensure all customer orders are handled completely, on time, and to a high standard — from document verification to handover to appraisers.
- Company-wide interface: Close collaboration with executive management, Sales, Operations/Appraisers, and Product/Tech; translate customer dialogue into requirements.
- Hiring & enablement: Recruiting, onboarding, coaching, and developing the team; capacity and shift planning.
- Career perspective: Progression to Head of Operations — with a further option to COO depending on team size, scope of responsibility, and impact.
Requirements
- Several years of leadership experience building and managing customer service and order processing teams in a growing environment (startup/scale-up or similar).
- Demonstrable process excellence: You have implemented scalable structures, SLAs, and QA mechanisms and have operationally managed KPIs.
- Hands‑on mentality: You can work operationally when needed while thinking and planning strategically.
- Strong communication and conflict-resolution skills in German.
- Nice to have: Experience in real estate / property valuation.
Benefits
- Impact & ownership: You will build a central company function — with real responsibility and scope to shape it.
- Close involvement in a scaling phase: Steep learning curve, fast decision-making, and direct access to executive management.
- Career path: Prospect to Head of Customer Operations / Director depending on team size and results responsibility.
- Attractive compensation: Market‑competitive base salary plus performance-related components; significant growth potential with increasing responsibility.
- Flexible compensation package: Tell us what you need — we’ll try to accommodate.
- Work environment: Small, motivated team, modern tools, flexible/hybrid work model.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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