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Nivoda is transforming the $350 billion global jewelry industry by building a marketplace that connects diamond and gemstone suppliers directly with retailers. The company processes over $300M in annual transactions and operates teams across London, New York, Hong Kong, Mumbai, and beyond.
As Head of Operations for EMEA, you will lead fulfillment performance across the Netherlands, UK, and South Africa regions, reporting to the VP of Fulfillment. This is a senior, on-site leadership role based in Amsterdam (Oude Meer) with full accountability for people, performance, and culture within EMEA hubs.
Key responsibilities include:
- Own end-to-end fulfillment operational KPIs across intake, QC, shipping, and returns, ensuring adherence to service-level commitments
- Direct oversight of operations teams in the UK and South Africa, with local leads reporting into this role
- Set consistent standards, SLAs, and ways of working across all three regional hubs
- Review weekly operational metrics by function and hub, implementing continuous improvements
- Manage carrier relationships (FedEx, UPS, Brinks) across the region, optimizing for cost, speed, and reliability
- Maintain strong relationships with suppliers, runners, carriers, and regional partners
- Lead rollout and optimization of new fulfillment streams and design SOPs to support operational complexity and growth
- Identify bottlenecks, implement process improvements, and leverage data to inform decisions
- Lead team check-ins and cultivate a positive team culture rooted in accountability, precision, clarity, and growth
- Act as primary interface between EMEA fulfillment, customer support, supplier teams, and global stakeholders
Required qualifications: 12+ years in operations, fulfillment, or logistics-based office management; 10+ years managing or leading teams; demonstrated ability to execute and enforce daily operational workflows; proficiency in Excel/Sheets and SQL; proven ability to translate data into clear insights; experience investigating problems and structuring data-driven solutions; demonstrable use of AI tools in day-to-day workflow; clear communication and strong organizational skills; ability to thrive in a fast-growing company with continuously changing processes.
Nice-to-have: experience in diamond, gemstone, or luxury goods industry; familiarity with 3PL providers.
The role offers unlimited holiday allowance, vibrant company culture, and the opportunity to contribute to a company in exponential expansion phase.
