Head of Operations

About Monizze

Monizze is a Belgian HR tech scale-up of ~150 employees, experiencing strong growth and building a multi-product platform. We are recognised as a leading player in the market of employee benefits and flexible compensation.

Our mission is simple and powerful: Monizze turns complex reward topics into simple, usable solutions, creating a win-win for workers and employers.

By combining fintech, HR Tech and innovative product design, Monizze is redefining how companies manage and deliver benefits in a fast evolving world of work.

Your advantages first

• Your purchasing power is optimized – the motto is true for clients & employees
• 30 days off per year: 20 legal holidays + 6 ADV/RTT + 4 Monidayzz
• A mobility budget
• Homeworking flexibility with days of remote work and a monthly allowance to make it comfy
• Work from abroad up to 4 weeks a year (after 6 months @ Monizze)
• Belgian roots, mindset & attitude: a cool and informal atmosphere – one of the best things since waffles
• Disrupting and innovative: we digitalized the market and keep pushing innovation in every aspect
• Your growth is our growth: unlimited learning opportunities (languages, personal growth, hard skills,...)
• Your health and your family's health is covered by our hospitalization insurance
• Internal mobility is regularly an option for anyone looking to evolve or change jobs or departments
• Homeworking opportunities and overall flexibility
• A yearly trip with all your colleagues to celebrate our achievements
• We do much more for our employees, but we needed space to describe the job We'd love to tell you about it though, so ask us

Your Team in a Nutshell

As Head of Operations, you are responsible for ensuring that Monizze delivers an outstanding operational experience to every customer, every partner, every merchant and every beneficiary.

You define and execute the operational strategy, transforming Operations into a true business enabler supporting Monizze’s ambitious growth plans.

You lead our Customer Operations organisation, including the Customer Care Team Lead and our Customer Care Experts, while closely collaborating with Product, Tech, Sales, Marketing, HR and Finance to continuously improve our customer journeys.

You combine operational excellence, leadership, customer obsession and data-driven decision-making to build scalable operations ready for the next stage of Monizze’s growth.

What You’ll Do

Define and execute the operations strategy:

Develop and execute Monizze’s Customer Operations strategy aligned with the company’s ambitions.

You will:

• Build a scalable Operations organisation
• Translate company strategy into operational priorities
• Ensure operational excellence across the customer lifecycle
• Define long term improvement roadmaps
• Anticipate future operational challenges
• Continuously raise operational maturity

Lead and develop the operations organisation:

Lead and develop the customer operations department.

Your team includes:

• Customer Care Team Lead
• Customer Care Experts
• External operational partners

You will:

• Coach a manager and senior experts
• Create a culture of ownership, accountability and excellence
• Build succession plans and talent development
• Ensure the right organisation and competencies for future growth

Deliver Best-in-Class customer operations:

Customer operations is one of Monizze’s strongest differentiators.

You ensure every operational process contributes to an exceptional customer experience.

You will:

• Own operational performance
• Continuously improve SLA achievement
• Increase customer satisfaction (CSAT)
• Improve complaint management
• Ensure operational consistency across all channels
• Reduce customer effort through simplification and automation in collaboration with the customer obsession team

Drive continuous improvement:

Continuous improvement is at the heart of your role.

You constantly challenge existing ways of working and transform observations into measurable improvements to feed the customer obsession and product team roadmap.

You will:

• Standardize and formalize operational processes
• Improve scalability and efficiency
• Remove operational bottlenecks
• Optimize knowledge management
• Introduce Lean and continuous improvement methodologies where appropriate

Built a data-driven operations organisation:

Operational decisions should be driven by facts.

You wil