Bedrijfsintroductie
Macq, dat 100 jaar geleden in Brussel werd opgericht, is een bedrijf van experts en ingenieurs dat zich heeft gegroepeerd rond één enkele missie: elke dag innoveren om het beroep van zijn klanten te vereenvoudigen. Ons bedrijf is nu een onmisbare partner voor beroepen die verband houden met verkeer en automatisering, omdat wij altijd het vertrouwen van onze klanten hebben verdiend.
Beheer van slimme mobiliteit voor gezondheid, veiligheid, beveiliging en milieu
Macq is a specialist in technological innovation that provides solutions to technical challenges in the mobility sector.
But above all, we are a Belgian family business with expertise in our field dating back to 1923.
Our teams' goal is to grow our business through new technological solutions and by gaining market share internationally.
Location: Brussel, Evere
Department: Operations / Customer Experience / IT & Product
Reports To: Board of Directors
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.
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