Ops Project Manager
HybridRotterdam, South Holland, The Netherlands
Job Summary
Own the Marketplace Operations project portfolio, driving cross-functional delivery from scoping to adoption across Rotterdam and Cergy teams. Act as the dedicated operations counterpart to Product, Tech, Sales, and Finance, translating frontline needs into clear requirements and ensuring prioritized features land successfully. Maintain and optimize the Fin AI support agent, managing knowledge base quality, workflow design, and resolution metrics to improve automation effectiveness. Own the telephony stack, handling vendor selection, IVR configuration, and tooling integration for both locations. Identify manual processes within the department and build lightweight no-code or low-code solutions to reclaim team time. Work directly with department Heads and the Training & Quality Manager to deliver structure, data, and capacity for their priorities.
Required Qualifications
- 3-5+ years in project/program management or operations management
- Fluent English
- Hands-on experience configuring and optimising AI support agents
- understanding of knowledge management
- understanding of workflow automation
- understanding of how to measure AI resolution quality
Desired Qualifications
- ideally in a marketplace, SaaS, or high-volume customer operations environment
- Comfort with data (SQL, dashboards)
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