Head of Customer Experience Operations (all genders)

Meet Urban Sports Club We are among the leading platforms for sports and wellness in Europe, dedicated to inspiring people to live active, healthy lives. With just one membership we offer access to thousands of fitness and wellness experiences across the continent. But what truly sets us apart? We believe our people are at the heart of everything we do. If you’re curious about how we work, what we value and how you might grow with us, explore our Culture Hub & Career Opportunities. *Big news: Wellhub and Urban Sports Club unite!*Urban Sports Club is now a proud part of Wellhub, creating a global wellbeing ecosystem. Together, we connect 39,000 corporate clients and 97,000 wellness partners across 18 countries, offering millions of people even more ways to stay active and take care of their health.   The opportunity  We are looking for someone to join our Customer Experience team as  a Head of Operations, leading the WFM and data team for CX and overseeing the administration of Zendesk. You will be overseeing the operations CX, and all support units (Member, partner) to make sure we will have a productive workforce, drive automation and contribute to efficient processes.  You make sure we can meet the service expectations of our members and partners efficiently and effectively by providing insight and intelligence to the team.  You will work together with the VP of  Customer Experience making strategic, data driven decisions on how to drive our CX department to a scalable and efficient organisation, leading to advocacy of our brand. What you will do You deliver accurate, timely, and actionable insights using tools such as Zendesk, Looker, and AI technologies to support business decisions You drive CX performance by defining KPIs with CX Heads, analyzing trends, identifying opportunities, and recommending improvements across service, satisfaction, quality, and cost You partner with the VP, Finance, and CX Leads to provide budget input and build business cases for strategic initiatives and process improvements You lead reporting, analytics, and executive presentations, ensuring stakeholders receive clear insights and ad hoc business support when needed You own the relationship, governance, and optimization of Zendesk, CRM, and telephony platforms, while enabling teams across the business to maximize platform capabilities You manage Zendesk administration for all departments outside of Customer Experience, ensuring effective governance and continuous improvement You lead and develop high-performing Analytics, Workforce Management, and Expert teams, fostering collaboration and operational excellence What you will need to succeed You bring a university degree in Business, Business Analytics, IT, or a related field You have at least 3 years of experience leading and developing a team of experts You demonstrate strong analytical, strategic thinking, and problem-solving skills You leverage advanced knowledge of Zendesk...