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Upway is seeking a Regional Operations Manager for the Benelux region to oversee all customer-facing operations in a fast-growing, complex environment. This is a hands-on management role combining customer empathy with operational discipline.
In this role, you will manage a growing team of 15+ customer support agents and team leads, ensuring quality standards are consistently met and analyzed through customer feedback. You will own escalations and serve as the senior point of contact for major customer issues, coordinating internally to turn challenging moments into trust-building opportunities. You act as the Voice of the Customer, feeding insights into product, commercial, and operations teams. You will also be the primary operational and support contact for leasing partners.
On the logistics side, you are responsible for optimizing inbound and outbound cost efficiency through route optimization and vendor negotiation. You will manage relationships with main logistics partners to ensure best-in-class customer experience.
You will work closely with the General Manager, UpCenter Operations teams (particularly Amsterdam and Antwerp leads), and central product and operations teams to identify, implement, and monitor operational improvements across the business.
Required qualifications include a strong academic background, 2-3 years of operations experience (customer care operations experience is a plus), and previous people management experience. You must be fluent in Dutch and English, data-driven yet operationally hands-on, with strong problem-solving skills. You thrive in fast-paced, changing environments, have meticulous attention to detail, and are obsessed with operational excellence. You are fully accountable for complex operational scope.
