Head of Operations & Customer Success (m/f/d)

🚀 About Pedlar

Pedlar is a fast-growing B2B tech company from Essen. We handle the procurement of indirect goods and services for large companies – from order to invoice.

We combine technology, automation, and customer success to make purchasing processes significantly easier and more efficient.

We are growing rapidly and are currently taking our processes to the next level of development: More and more operational activities are being handled by AI agents and automation. At the same time, we want to offer our customers first-class service.

For this, we are looking for you as Head of Operations & Customer Success.

Responsibilities

Operations & Processes

• Responsibility for the operational processing of our customers
• Leadership and further development of the Operations and Customer Success team
• Ensuring high quality and speed in order processing
• Analysis of processes and identification of inefficiencies
• Development and implementation of standards, KPIs, and workflows
• Identifying problems before they become a problem for our customers
• Continuous improvement of our operational processes

🤖 Automation & AI (in support)

• Identification of processes that can be automated
• Collaboration with our tech team on automating operational processes
• Use of AI agents and other tools to scale our processes
• Questioning: "Why are we still doing this manually?"
• Building an as efficient and person-independent operations structure as possible

🤝 Customer Success

• Responsibility for the operational relationship with our customers
• Ensuring high customer satisfaction
• Solving complex customer problems
• Building and improving customer processes
• Collaboration with Sales on new and existing customers
• Translating customer feedback into concrete improvements for Operations and Product

💰 Finance & Commercial Processes

You will work closely with our accounting department and understand the commercial contexts of our processes.

This includes, for example:

• Invoice processes and their correct execution
• Understanding of VAT topics
• Reconciliation between Operations and Accounting
• Understanding of accounts receivable/accounts payable processes
• Identification and resolution of discrepancies
• Improvement of the interface between operational processing and Finance

🧠 Sparring with the Founders

• Direct collaboration with one of our founders and managing directors
• Jointly thinking through operational and strategic challenges
• Preparation of problems and key figures
• Development and implementation of solutions
• Independent assumption of projects
• Not just pointing out problems, but developing and implementing solutions

Qualifications

🔥 What you bring

We are not looking for someone who simply wants to manage an existing job.

You should think entrepreneurially, take responsibility, and like challenges.

Must-haves

• Several years of experience in Order Management, Order Processing, Project Management, or comparable areas
• Initial or several years of experience in leading employees
• Very good analytical skills
• Good commercial knowledge (e.g., orders, invoices, VAT)
• Very good German and English language skills
• Strong self-responsibility and implementation strength
• Very structured and solution-oriented way of working
• Proficient in using digital tools and interest in automation
• Willingness to solve problems independently instead of passing them on

Especially important to us

You are open.

You listen, question your own assumptions, and are willing to change your opinion if the data shows something different.

You are goal-oriented.

You want to drive things forward and are not satisfied with "We've always done it this way.".

You are analytical.

You want to understand why something doesn't work – and not just solve the symptoms.

You like challenges.

Not every day will go according to plan at Pedlar. We are looking for someone who gains energy precisely when things become challenging.

You take responsibility.

If something doesn't work, you don't first ask who is responsible, but:

"How do we solve this now?"

Benefits

⭐ What awaits you at Pedlar

🚀 A lot of responsibility

You will receive a large scope for action and the opportunity to significantly build and further develop a central company area. There's no need to fear taking on all responsibilities from day one: we'll start with daily business, and as soon as we've developed a routine and reduced the workload, the next areas will be added step by step.

🧠 Direct exchange with a serial founder

You will work closely with one of our two managing directors and have the opportunity to learn from an experienced entrepreneur while taking on entrepreneurial responsibility yourself.

🤖 Technology instead of Excel madness

We invest heavily in automation and AI. Your goal is not to manage more work, but to ensure that less work is necessary.

📈 Strong growth

Pedlar is in a phase where processes, team, and organization are developing rapidly. You are joining at a time when you can truly make a difference.

🤝 Short decision-making paths

No five management levels. Good ideas are tried, measured, and implemented.

🏠 Hybrid & flexible

We work hybrid and value self-responsibility and results over mere presence.

📊 This is how we measure your success

In the first few months, the focus will be particularly on:

• Making Operations measurably more efficient
• Establishing clear standards and KPIs
• Prioritizing operational automations
• Further developing the team
• Improving collaboration between Operations, Finance, Automation, and Sales
• Creating structures that can grow with Pedlar

🚀 Sounds like you?

Then we look forward to receiving your application!

We are less interested in a perfect CV than in the question:

Can you take responsibility, analytically dissect problems, and together with us bring a company to the next level?

Apply now as Head of Operations & Customer Success (m/f/d).

Find Jobs in Germany on Arbeitnow