Head of Community Operations (Amsterdam)

Community Support - Amsterdam / Permanent

We believe in a future where inner cities are free of cars, congestion and pollution. By offering our dockless electrical scooters and bikes as convenient alternatives for short-distance travel, we believe we can make that future possible. Our mission is to free our cities with clean rides for everyone in Europe and beyond. Founded in Europe, Dott is comprised of a highly experienced team of inquisitive minds in mobility and tech. What we do today has a tangible impact on tomorrow. We reached our in-house sustainability target of 100% renewable energy, and ensure equitability in our communities through collaborating with city charities, officials and safety boards. We’re looking for a Head of Community Operations in Amsterdam to build the best possible experience for our riders across Europe. In this role you’d be taking over an existing highly performing Community Operations team as well as work on the future of Customer Experience with other teams across the company. This role comes with a heavy focus on solving customer problems through data analytics, performance management, and coordinating projects within Dott to drastically improve riders experience: designing, testing, implementing, and improving. In this leadership role you will also hire, train and manage our entire Support Team. This role also involves a considerable level of stakeholder management, working closely with Product Team, local Operations Teams as well as senior leadership of the company. You’ll report directly to the CCO of the company.

What you’ll do

  • Plan, hire & lead the Support Team for all our European operations (ie. in multiple languages) & manage service level associated;
  • Negotiate deals with external vendors that provide support services to Dott’s customers
  • Aggregate customers feedback and translate into product, or process changes
  • Surface product changes that reduce the need of users contacting our support staff
  • Implement the best communication channels to serve our Riders
  • Pilot and own new initiatives that transform our support operations and improve the level of service we provide.

What you’ll need

  • Fluency in English (another language is plus) 
  • 4+ years of experience in a similar environment of complex or matrixed and fast paced organisations
  • Be naturally curious. You love learning how things work and you're always looking for ways to innovate
  • Proven track record of excellent people management experience with demonstrated ability to effectively manage, set team goals, develop people to their highest levels of performance, and guide your teams through challenging managerial situations
  • A bias for action and problem-solving skills. You embrace challenges and would stop at nothing to create solutions--whether they're hacky, short-term workarounds, or more long-term changes
  • Data-driven and analytical in mindset. You can look at any spreadsheet and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way. Bonus points if you have SQL skills
  • A brilliant communicator and experienced in stakeholder management. You're a great team player and will onboard everyone around you to achieve great results as a team.

What’s in it for me? 🌎  An international environment: over 55 nationalities across 10 countries: Brussels, Netherlands, France, Germany, Poland, Switzerland, Spain, Italy, Finland and    🌿 Impact : An Opportunity to play your part working for a company that is actively addressing some of the current climate concerns worldwide, doing everything we can to be as sustainable as possible. 💡 Opportunities to learn : You will have an opportunity to learn from some of the best Engineers in the industry working on cutting edge technologies that did not exist a number of years ago.  ❓Transparency: Weekly Q&A sessions with our leadership, honest discussions about how we are progressing and our  💜 People-first: We are here to support all of our employees, and have partnered with MindMatters to ensure our employees mental health is top of mind in these difficult times. Benefits we offer: 🏡 Tailor-made remote policy: Flexible working environment, do you want to work fully remote? Two days from the office? Or fully in the office? It's your choice, just let us know!  🪑 Assistance with a WFH station 💰 A fair and competitive salary package 🚀 Employee Stock/Equity plan  🌍 Relocation package and visa sponsorship available  👶 Parental policy 🚲  🛴 Free rides in a city we are currently operating the city of Paris Closing & equal opportunities employer statement Come as you are Dott is an equal opportunities employer. We invest in diversity, ensure equality and encourage expression. We have a zero-tolerance policy for harassment, bias or discrimination towards applicants and employees.  Want to join us for the ride? Let’s do this right – together.