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Upway is seeking a Regional Operations Manager for the Benelux region to oversee all customer-facing operations across Belgium, Netherlands, and Luxembourg. This is a management role combining strong customer empathy with operational discipline, bringing structure and clarity to a fast-growing environment.
You will own key parts of the Benelux operations value chain, including pre-sales, warranty management, logistics, quality, and emerging demand models such as leasing and subscription services. Working closely with the General Manager, UpCenter Operations teams in Amsterdam and Antwerp, and product teams, you will identify, implement, and monitor operational improvements.
Key responsibilities include designing and implementing processes to optimize customer experience and financial efficiency; ensuring high quality standards and analyzing customer feedback to continuously raise the bar; serving as the primary point of contact for leasing and payment provider partners; coordinating with UpCenter Operations teams and internal stakeholders; acting as the product and UX point of contact for new customer feature implementation; structuring customer feedback into actionable insights for product, commercial, and operations teams; and owning escalations and recovery for major customer issues, turning difficult moments into trust-building experiences.
Required qualifications: strong academic background in engineering, finance, business, or similar field; 3+ years of experience in operations, B2C customer success, or support; fluency in Dutch and proficiency in English (French is a plus); strong communication and leadership skills; outstanding problem-solving abilities with attention to detail, root cause analysis, and data interpretation; proven experience leading customer-facing teams across multiple markets or brands; deeply customer-centric mindset; comfort working in fast-paced, changing environments; and readiness to work on-site in Mechelen or Amsterdam.
