Head of Customer Experience Operations

About Urban Sports Club

Urban Sports Club ranks among Europe's leading platforms promoting active, healthy lifestyles by granting members access to thousands of fitness and wellness activities across the continent through a single membership. Our commitment lies strongly in valuing our people who form the essence of our operations. Recently, Urban Sports Club merged with Wellhub to form a comprehensive global wellbeing ecosystem, serving 39,000 corporate clients and 97,000 wellness partners across 18 countries, expanding opportunities for millions to maintain an active and healthy life.

Role Overview

We seek a Head of Customer Experience Operations to lead our Workforce Management and data teams within Customer Experience while managing Zendesk administration across departments. This leadership role involves ensuring a productive workforce, driving automation, streamlining processes, and meeting service standards efficiently and effectively for both members and partners. Collaboration with the VP of Customer Experience will enable strategic, data-informed growth of the department, fostering brand advocacy.

Key Responsibilities

• Provide precise, timely insights utilizing Zendesk, Looker, and AI tools to support business choices
• Enhance CX performance by establishing KPIs with CX leadership, analyzing trends, spotting improvement areas, and proposing solutions related to service quality, satisfaction, and cost
• Collaborate with VP, Finance, and CX leaders to contribute budget inputs and develop business cases for initiatives and process enhancements
• Oversee reporting, analytics, and executive communication, ensuring stakeholders receive comprehensive insights and occasional business support
• Manage relationships, governance, and optimization of Zendesk, CRM, and telephony platforms, enabling maximal cross-business functionality
• Administer Zendesk for units beyond Customer Experience to maintain governance and continuous upgrades
• Lead and nurture dedicated Analytics, Workforce Management, and Expert teams to ensure collaborative and excellent operational standards

Required Qualifications and Experience

• University degree in Business, Business Analytics, IT, or related discipline
• Minimum three years of experience managing and developing expert teams
• Proficient analytical thinking, strategic mindset, and problem-solving capabilities
• Advanced expertise with Zendesk, AI technologies, and business intelligence tools in a CX setting
• Capability to convert data into actionable insights and identify performance-improving opportunities
• Three to five years of experience in Customer Experience, Customer Service, or Business Analysis and Reporting
• Fluent English communication skills, with any additional European language proficiency being advantageous

Benefits

• Complimentary Urban Sports Club L Pro Membership plus discounts for friends and family
• Flexible work arrangements combining onsite and remote options
• Up to 120 days remote work within the EU, UK, and Switzerland, including 30 days beyond EU borders, with access to desk swapping at European offices
• Generous work-life balance with 30 paid vacation days, two volunteer days, flexible hours, and free mental health support through Open Up
• Annual €1,000 professional development budget, internal trainings, and weekly language lessons in German and English
• Vibrant, engaging team culture with frequent company events and wellness activities suitable for hybrid work

Equal Opportunity Statement

Urban Sports Club is dedicated to maintaining an inclusive, respectful, and welcoming environment for all individuals regardless of their background, gender identity or expression, sexual orientation, disability status, physical characteristics, race, age, or religious beliefs.