Head of Operations

In the VELUX Group, we offer you a world of opportunities and the chance to create a bright future. From the forefront of the sustainable indoor living industry, we enable those who live, work and play under the roof transform their spaces and live a healthier everyday life with more daylight and fresh air.

The VELUX Group is an international, family-owned business with strong financial roots and each year we are able to create real impact by reinvesting in society, our employees and planet through our foundations.
Alongside the rest of our values, “courage” and “mutual respect” define our actions every day and how we wish to contribute to the world.

**Do you have strong leadership acumen, proven operations management experience, and a passion for continuous improvement and are you ready to take on the next challenge in your career? Are you motivated by the thought of setting the direction for operational excellence while delivering exceptional customer service?**

Then you might be the **Operations Manager VELUX Italy **is looking for right now.

**Your challenges**

At our office in Verona, you will be heading Operations Italy where you will be responsible for the management and strategic development of our Customer Interaction Centre and After Sales Service consisting of Field Service and Technical & Remote Service. Your primary job will be to ensure the delivery of exceptional service to our customers while driving operational excellence across the organisation. The role reports directly to the Senior Director CIC/AFS Region Southern Europe, and is part of a cross-country leadership team.

Especially, you will:

- Manage and develop Customer Service, Operations Support and After Sales Service for optimal customer centricity and service, in a balanced way with Italian market need, and region guidelines.
- Promoting your activity performance internally and externally
- Lead the department heads, ensuring efficient operations and high-performance teams.
- Monitor and secure KPI’s for the departments.
- Budget estimation and follow-up.
- Optimize processes using best practices and drive customer-centricity.
- Develop annual plans and goal-oriented reporting for the entire area of Operations.
- Stay updated on market trends to adjust service offerings accordingly.
- Expand professional network and contribute to international projects within the VELUX Group.

**Your qualifications**

Most importantly, you have experience with leading highly skilled teams and know how to delegate, develop and build trust and competencies. You have great empathy and integrity, and are able to balance this with a deep business understanding. In addition, you have a strong drive and a proven track record of building valuable relationships across an international organisation. You look for opportunities and are able to cope with pressure and push-back from stakeholders.
Furthermore, we expect to you have:

- Experience within Operations Support/Customer Support and After Sales Service.
- Proven experience with leading, managing and developing teams (+5 years).
- Demonstrated experience in coaching and training others.
- Experience within change management and process management.
- Experience in standard IT solution (ERP, CRM, analytic tools)
- A genuine commercial understanding.
- Excellent communication skills.
- International project experience and a global mindset is preferred.

**Your opportunities**

This is a fantastic opportunity for a highly motivated and focused professional to join a position where you will work alongside experienced and passionate colleagues - in a setting where knowledge is shared, and responsibility is given to those who can and will. Our teams are characterised by an informal tone, strong feedback culture, social events, and respect for each other both as team players and as individuals.
We are a strong value-based company where commitment, thoroughness and mutual respect are among the core values and teamwork and professionalism is essential to the way we work.
We will provide you with the opportunities, inspiration, and state-of-the-art tools to create a brighter, common future.

**Equal Opportunity Employer**:
VELUX Residential is fully committed to the concept and practice of equal opportunity in all aspects of employment. To further our goal of equal employment opportunity for all employees and prospective employees, it is the policy of VELUX Residential to recruit, hire, train, and promote persons in all job titles without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, or any other basis prohibited by applicable law. All employment decisions shall be consistent with the principle of equal employment opportunity and only job-related qualifications will be required.