Head of Operations

What You’ll Be Up To (some examples):

• As Head of Operations, your mission is to lead, scale, and professionalise our core operational departments. You will be responsible for the daily excellence of our Support, Claims, and Underwriting functions. 
• Daily Operational Oversight: Take full ownership of staffing, queues, KPIs, and SLAs, ensuring real-time performance across Support, Claims, and Underwriting.
• Quality & Compliance: Ensure consistent decision-making, documentation quality, and strict regulatory adherence across all frontline processes.
• Escalation Owner: Act as the first point of escalation for complex customer cases and operational incidents, resolving bottlenecks with speed and precision.
• People Leadership & Coaching: Drive the performance of our front-line teams through close supervision, daily coaching, and continuous training to ensure the highest quality of service.
• Onboarding & Talent Development: Design and execute robust onboarding programs to quickly integrate new hires into our fast-paced environment. 
• Operational Excellence: Identify systemic inefficiencies in our customer-facing workflows and implement high-performance frameworks that eliminate friction. 
• AI Development & Implementation: Be at the forefront of AI integration; work closely with our engineers, product managers, and AI experts to weave cutting-edge technology into our daily operational fabric.
• Data-Driven Management: Work with the Data team to build dashboards and KPIs that allow you to monitor team performance and audit the success of your interventions.

Your Profile:

• You have a background in Business Operations or Team Management, specifically leading front-line teams in regulated, high-quality environments (e.g. insurance, health, or complex customer operations).
• You are a natural coach who enjoys the "people side" of operations; you know how to onboard, train, and supervise with precision.
• You possess the "situational awareness" to know when to empower your team and when to zoom into the granular details. You aren't afraid to "micro-manage" when a situation demands high-stakes precision or when a process needs to be hardened to reach our gold standard of excellence.
• You are comfortable working from the office full-time.
• Fluent in English and Dutch.

Who this is not for:

• You prioritize a 40-hour work week: We operate in a high-intensity 'startup-plus' environment. This isn't a standard 9-to-5; driving global impact here requires a level of dedication and 'always-on' spirit that goes well beyond the typical 40-hour work week.
• You prefer your comfort zone: We operate at the edge of our capabilities; if you aren't comfortable with constant change and being challenged, you won’t thrive here.
• You prefer to stay high-level: While this is a strategic role, no task is too small. If you aren't willing to roll up your sleeves and get into the "weeds" of execution, this isn't the right fit.
• A steep learning curve feels daunting: We move fast and use cutting-edge AI; you need to be an aggressive self-learner who can master new domains in days, not months.

What we offer:

• Competitive compensation - we want to attract and retain the best so we are offering a compensation package that aligns with that.
• In-office - come join us in our HQ in the center of Amsterdam.
• Grow in a growing company - there’s no better place to develop your talents and learn new skills. Help us show the world that insurance can be simple, transparent and trustworthy.
• Experienced entrepreneurs - work with experienced and dedicated entrepreneurs as part of an international team.
• Energetic environment - as a start-up, we’re different from your usual insurers. We scale rapidly and you can pick your own initiatives, helping us grow as we help more and more customers across Europe.