Manager Customer Operations

As Manager Customer Operations, you are responsible for Support and for the implementation of our software at new and existing customers.

You lead a small and dedicated team. Our support specialists are highly customer-focused. The implementation advisors know their craft and independently guide customers through the adoption and expansion of our software. You bring the work together, set priorities and help the team deliver the best possible service every day.

A good implementation not only ensures a good start, but also helps prevent later support questions. Support and implementation are therefore strongly connected, and you connect them. Driven by an AI-first strategy, you further develop Customer Operations: you continuously look for where processes can be smarter and how technology contributes to a better customer experience.

What will you do?

• You lead three support specialists and two implementation advisors in a coaching and results-oriented way, and remain hands-on: where needed, you work alongside them and take the lead.

• You monitor the agreed service levels and steer course as soon as performance falls behind, and you make performance transparent with useful reporting on availability, turnaround times and quality.

• You take the lead in serious incidents and customer escalations, and you analyse recurring customer questions to reduce them structurally.

• You manage customer implementations — quality, planning, capacity, budgets — and develop a consistent way of working for preparation, execution and evaluation.

• You organise collaboration between Support, Implementation, Product, Engineering and Cloud IT, and set up clear processes for incidents and customer communication.

• You use Zendesk, knowledge management, self-service and AI to make Customer Operations increasingly effective and efficient.

So you are not a manager who only steers from a distance. You know the operation, understand what is happening at customers and are visible to the team. At the same time, you maintain enough distance to recognise patterns, set priorities and implement structural improvements.

What makes this role interesting

You take responsibility for two areas that are closely connected. Careful implementation ensures that healthcare professionals can work well with our software. Good support ensures that they can continue to trust Ecare afterwards.

You join a small, dedicated and customer-focused team. The expertise and commitment are there. You add direction, coherence and further professionalisation. Within agreed frameworks, you have a lot of freedom to improve processes and ways of working and to develop Customer Operations further.

You have short lines to the board and work intensively with colleagues from Product & Technology and Customer & Market. Precisely at the intersection of customer, product and technology, you can make a visible difference.

The impact of our services is directly felt. A healthcare professional always wants to have the right file available. After an implementation or new software release, care staff must be able to work with it immediately and with confidence. The quality of implementation and support therefore directly affects the daily care process.

You are an experienced operational leader who brings calm and overview, without remaining at a distance. You are approachable and people-oriented, but also clear about expectations, results and agreements. In complex customer conversations, you stay calm, take responsibility and work towards a concrete solution.

We believe you will be successful if you have the following qualities:

• Higher vocational or university-level work and thinking, with experience leading a support, service or operational team.

• Demonstrable experience improving a service organisation and with SLAs, incident, escalation and problem management.

• Experience with complex business customer conversations and with guiding or directing customer implementations or comparable projects.

• The ability to analyse processes and workflows and improve them in practice.

• A coaching leadership style, combined with the firmness to organise ownership and progress across departmental boundaries.

• Curiosity about the possibilities of AI and the drive to apply it in practice, and a good command of the Dutch language.

Experience with B2B software, SaaS, elderly care, mental health care, Zendesk, knowledge management, self-service or AI is welcome but not required. More important is that you understand a complex service environment and have demonstrably improved it.

You fit this role if you stay calm when pressure rises, but also take action when improvement is needed. You do not need to have every answer. You do ask the right questions, recognise patterns and ensure that agreements are kept.

What do we offer?

• A salary of € 4,800 to € 6,200 gross per month based on 40 hours, depending on your experience, in a position of 32 to 40 hours per week.

• A lease car, suited to your responsibility, and a good pension scheme.

• Room to further develop yourself and your craft, with plenty of freedom to further professionalise Customer Operations.

• Short lines to the board and visible influence on the services of Ecare.

• Flexibility to work from home occasionally.

You will work mainly from our office in Enschede. This keeps you close to the team and daily operations. Where the work allows, working from home is possible. This is not a role that is structurally performed half from home.