Head of Operations (m/f/d)

We are firmly convinced that Padel is a magical sport – one that excites people with its unique combination of ease, dynamism, and social interaction. Padel is for everyone: from young to old, from beginner to professional – everyone can share in this passion. It is more than just a game; it is an experience that connects, brings joy, and creates friendships.

mitte is a boutique Padel Club that offers first-class playing conditions and a stylish environment for our dynamic, modern community. Our clubs combine high-quality facilities in central urban locations with digital innovation and human warmth to make Padel a permanent fixture of everyday life – whether for a quick game or as a 'third place' for a wide variety of experiences.

What makes us special:

• Our indoor clubs are located so that they can be reached in under 15 minutes – ideal for urban life
• Our fully automated systems ensure a smooth, modern playing experience
• Our Community Leaders embody hospitality and offer hospitality-like support, dedicating themselves fully to being excellent hosts
• Our interior design is by a renowned boutique architect

Our ambition: To become the global brand for premium Padel.

Responsibilities

As Head of Operations, you will translate mitte's strategy into a scalable operating model of systems, standards, and processes that works across every club, every team, and every location. You will be responsible for Central Operations and Customer Operations and will build the operational system on which every club runs. You will report to one of the two founders and work closely with the leadership team.

Central Operations defines and measures the standard (Operating Model, KPIs, Audits), Field Operations is responsible for the result in the club, i.e., the daily implementation and performance on site.

Your responsibilities:

• Operating Model: You will develop and be responsible for mitte's Operating Model; the central reference for how a mitte club is operated. This includes standards, SOPs, governance, reporting, as well as onboarding and training concepts. The Operating Model will be continuously developed based on operational learnings.
• Technology & Systems: You will be responsible for the operational tech stack – from booking to workforce management. Your goal is a unified system landscape that enables a consistent player and staff experience and scales without individual solutions per club.
• Supply Chain: You will further develop the central procurement and logistics structure and ensure that all locations are reliably supplied. You will be responsible for supplier management, contract negotiations, and leverage economies of scale to continuously improve quality and cost-effectiveness.
• Facility & Property Operations: You will develop a scalable facility and property management with a focus on preventive maintenance, asset management, and compliance with all relevant operational, safety, and quality standards across all locations.
• Service Quality: You will develop mitte's quality system and measure, through audits, mystery guests, and structured quality processes, whether operational standards are being met across locations. You will make potential areas for improvement visible early on and derive sustainable measures.
• Operational Excellence: You will work closely with the teams in the clubs, analyze operational performance, and derive improvements for processes, systems, and standards from it. Learnings from daily operations will be continuously incorporated into the further development of the Operating Model.
• Customer Operations: You will develop a scalable customer operations model that intelligently combines AI, self-service, automation, and personal support. The goal is an excellent member experience with high operational efficiency at the same time.
• Cross-functional Leadership: You will steer cross-functional collaboration with Product, Brand, Finance, and People, ensuring that strategic decisions are implemented in an operationally scalable manner.

What's special about this role is that…

• You are building the operational infrastructure that can efficiently operate several hundred clubs in Europe.
• The systems, standards, and processes you develop today form the foundation for mitte's further growth.
• Direct collaboration with the founders and the leadership team with short decision-making paths.

Qualifications

• At least 8 years of operational leadership experience, with a relevant portion in a fast-growing multi-site company.
• Experience in collaborating with blue-collar or frontline teams across multiple locations.
• Clear focus on standardization: You think in terms of scalable processes, standards, and systems rather than individual cases.
• Experience in building, implementing, and establishing multiple operational systems in parallel organization-wide.
• Analytical understanding to derive operational decisions and system improvements from data.
• Structured, pragmatic approach to work – even at high speed, with ambiguity, and changing conditions.
• Strong leadership and communication skills, as well as the ability to connect diverse stakeholders across departments and successfully implement changes.

Benefits

• Become part of a success story: Our goal is clear: to become Europe's largest Padel operator. You will be there from the beginning – with the chance to take on real responsibility and actively shape this vision.
• Central office in the heart of Berlin: A place for productive work and open exchange at eye level. Snacks & drinks are of course provided.
• Modern equipment: You will work with a MacBook and everything you need to be productive.
• Work directly with the founders: You will work closely with our founders and get first-hand insight into how decisions are made, structures are built, and strategies are developed and implemented.
• Compensation: A competitive salary with long-term development prospects.
• Your uniform: We will equip you with our exclusive mitte teamwear from adidas.
• Sport & Wellbeing: With us, you get regular Padel matches on our courts – for your physical balance and well-being outside of work.