Head of Operations

Location: Merelbeke, Belgium

Reports to: Chief Executive Officer (CEO)

About us

With offices in Belgium, Germany, Italy, US and a global partner network, HYBRID Software is a software development company focused on innovative productivity tools for the graphic arts industry.

HYBRID Software’s CLOUDFLOW workflow, our PACKZ editor, and our integration products offer a unique set of advantages that include native PDF workflows, vendor-independent solutions based on industry standards, scalable technology and low cost of ownership. These products are used by hundreds of customers worldwide in all areas of prepress and print.

Position overview

For our offices in Merelbeke, Belgium, we are seeking an experienced Head of Operations to lead our group project implementation efforts, facilitate on-boarding and successful completion of new projects by liaising with customers, sales, and engineering, and overseeing related support functions and escalation management.

You will be responsible for driving operational excellence, ensuring successful and timely project delivery, and maintaining high-quality support services across the group. You will be a key member of the management team and report directly to the CEO.

This role requires a hands-on doer with a background in software operations or technical customer support, and a proven track record of managing a team.

Key Responsibilities

Project and operations management

• Oversee the day-to-day operations of the Solutions and Support team, ensuring the delivery of high-quality services to our customers in alignment with the company's strategic objectives.
• Oversee the end-to-end implementation of all (major) projects ensuring that these are delivered on time, within budget, and meet the required quality standards.
• Optimize operational processes and establish project management methodologies and procedures to enhance efficiency, productivity, and customer satisfaction.
• Facilitate on-boarding and successful completion of new projects by liaising with customers, sales, and engineering.
• Drive the adoption of new technologies and tools that enhance the capabilities and efficiency of the Solutions and Support team.
• Collaborate with the product management team to provide feedback and insights based on customer needs and operational experiences.

Customer relationship management

• Develop and maintain strong relationships with key customers, understanding their needs and ensuring their satisfaction with our solutions and support services.
• Act as a primary point of contact for (major) customers, addressing any escalated issues or concerns promptly and effectively.
• Monitor customer feedback and implement improvements to enhance the customer experience.

Compliance and risk management

• Ensure compliance with all relevant regulations, standards, and best practices in the software industry.
• Develop and implement risk management strategies to mitigate operational risks and ensure business continuity.
• Monitor and address any operational issues or incidents promptly to minimize impact on customers and the company.

Preferred qualifications

• Master's degree in Business Administration, Computer Science, or a related field.
• Minimum of 10 years proven experience managing teams and operations within the software industry, with a track record of delivering high-quality (project) solutions and support services.
• Ideally, but not required, prior knowledge and experience within the Graphics arts industry with a passion for innovation and continuous improvement.
• A hands-on doer and problem-solver, with the ability to make data-driven decisions.
• Strong leadership and interpersonal skills, with the ability to inspire and motivate a diverse team.
• Exceptional communication and negotiation skills, with the ability to build strong relationships with customers and stakeholders.
• Willingness to occasionally travel (within Europe) to oversee the company operations and meet with customers, stakeholders and team members.

What we offer

• A competitive salary in accordance with your experience.
• Excellent terms of employment in a successful and growing global company.
• Opportunities for professional development and growth within the company.
• The chance to work with cutting-edge technology and make a meaningful impact on our customers.