Operations Manager PRO BE (STA)

Customer Service & Contact Center Operations Bruxelles Full-time Belgium

Job Description

Job Context

  • The Operations department in Professional is responsible to provide the best possible services against the lowest possible costs – against pre-agreed SLA’s with internal customers, particularly the Sales department. It is key to be (or become) competitive with external suppliers, as it is the ambition of the organization to deliver Operations services against cost leadership. I.e. we need to deliver services at accepted market standards against the lowest possible costs.
  • The Operations Manager Professional operationalizes and executes commercial agreements by processing commercial agreements on paper and in the back office systems, managing planning and delivery of the products and/or services, align with stakeholders availability of machines and spare parts to ensure cost efficient fulfilment, managing invoicing, managing complaint handling – and providing effective technical service on customer sites in the field
  • The Operation organization needs to collaborate closely with internal stakeholders (Sales, Finance, Supply Chain, Mkg, NL Ops) and have an in-depth understanding of relevant customer needs and expectations. 

Your main responsibilities

  • Full ownership and accountability for operational performance of the department, i.e. business results, organization, people and budget (OOH costs) with the central guidelines
  • Management of direct reports; ensure optimal Human Resource performance within Field Service department. Focus on optimizing employee satisfaction, productivity, knowledge & skills, resource management, absenteeism and training & development.
  • Continuously improving cost efficiency and operational objectives.
  • Initiation and execution of tactical and strategic initiatives that help improve the quality and daily performance of the field service. Ensure uninterrupted operational results while simultaneously transforming the organization and further professionalizing.
  • Ongoing optimization of organization, processes, technology and third party management to establish a continuous improvement drumbeat. It does include the close management and performance tracking of our machine  (de-)installation third party.
  • Ensure the establishment and roll-out of group-wide standards for organization and processes (especially Operations Excellence)
  • Identify opportunities to increase synergies/efficiency with NL Operations team and ensure right implementation - in full collaboration with NL Operations OT.
  • As part of Pro Belux Management team, together with your peers, you are contributing in building yearly AOP plans, securing perfect execution of them and play an active leadership role within all BeLux organization.
  • You will directly report to the Country Manager BE and indirectly to the Operations Director Pro Benelux


Your profile

  • 8-10  years leadership experience, in a business-to-business environment;
  • You have affinity with technical types of activities
  • A clear understanding of customer needs, perspectives and sensitivities;
  • Conceptual ability to simplify processes and organizations and to drive continuous performance improvements
  • Experience in defining direction with strong stakeholder buy-in from other functions (eg Sales and Finance);
  • Strong leadership skills: Track record in developing high performing teams, and in attracting and developing talent;
  • Experienced in implementing new tools and technologies whilst ensuring day-to-day uninterrupted delivery of results;
  • Fluent in Dutch and English. French is a plus;

Additional Information

What’s it like to work at JACOBS DOUWE EGBERTS?

We are proud of our passionate, driven associates that challenge the status quo and pursue mastery in everything they do. Our goal is simple and ambitious – JACOBS DOUWE EGBERTS: A coffee for every cup.

Working with us means you’ll be making an impact in a fast-paced, collaborative environment. We work as a team, celebrating success and supporting one another. Our associates work with a diverse group of like-minded people, in an innovative environment committed to doing the right thing – all across the world. What you do here will get noticed.

At JACOBS DOUWE EGBERTS we are inspired by our belief that it’s amazing what can happen over a cup of coffee. We are driven by the vision that everyone deserves the coffee they love.