Why we are looking to hire an Operations Manager:

We are seeking a highly capable, entrepreneurial-minded Operations Manager (Customer Satisfaction Integration & Support). This role requires a strategic thinker who operates with the urgency and ownership of a founder—someone who thrives on making impactful decisions, driving operational excellence, and championing the customer at every stage.

This is a high-visibility role with direct reporting to the Board of Directors, providing regular updates on operational KPIs, customer satisfaction metrics, and cross-functional alignment. You’ll act as the glue between operations, customer support, and technical teams, ensuring business continuity and proactive problem-solving in a complex IT environment.

As a Operations Manager you are responsible for:

• Strategic Operations Leadership
• • Oversee daily operational performance with full ownership—making autonomous, strategic decisions as if managing your own company.
  • Lead process optimization, resource planning, and risk management to ensure operational continuity during the coverage period.
  • Provide clear, data-driven updates and strategic insights directly to the Board.
• Customer Satisfaction Integration
• • Own customer satisfaction metrics and integrate insights into business and product decisions.
  • Collaborate closely with product, engineering, and customer support to resolve pain points and proactively enhance the user experience.
  • Build feedback loops that connect frontline customer data to long-term business improvement strategies.
• Support & Technical Coordination
• • Lead support escalation handling for technically complex issues.
  • Ensure that customer support processes align with product complexity and scale.
  • Maintain and enhance internal knowledge management systems and documentation.

Why you are the Operations Manager we've been looking for:​

Technical Competency

• You have the ability to understand, navigate, and explain complex IT products, platforms, or SaaS applications.
• You are proficient in tools such as Jira, Confluence, and ODOO CRM/ticket management platforms.
• You have knowledge of APIs, system integrations, and cloud-based services.
• You are not afraid to dive into technical documentation.
• Experience in a hybrid technical/business operations or product support environment is strongly preferred

Qualification, abilities and language skills

• You have between 5 and 8 years in operations, customer experience, or product/technical support leadership roles.
• You have demonstrated ability to take initiative, own outcomes, and lead with minimal supervision—entrepreneurial mindset is a must.
• You have proven experience reporting to executive leadership or boards, with strong analytical and presentation skills.
• You have strong cross-functional communication and stakeholder management capabilities.
• You are fluent in Dutch and/or French and have a good knowledge of English

Why Join MACQ ?

• Play a central leadership role with real autonomy and direct access to the Board.
• Make high-impact contributions in a fast-moving, customer-driven environment.
• Leave a legacy of operational clarity, customer insight, and strategic alignment.