Director of Customer Care Operations - EU

About the role

Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we're on a mission to power real work, with real impact. We're trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we're tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem . Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work. At Perk, we're driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you're excited about having a real impact and shaping how millions of people experience work, we'd love you on the team. Visit www.perk.com to learn more. We are looking for a Director of Customer Care Operations, Europe region to help us continue delivering a 7-star experience to our customers and effectively manage our global Customer Care footprint. We are aiming higher than ever, and we are growing exponentially. A delightful customer experience when interacting with our product & Customer Care team is critical to help us achieve our big audacious goal of 1 million happy travellers per day. That's why we have come to the conclusion that we need you! As Director of Customer Care Operations, Europe , you will set the vision and strategy for our German, Spanish, UK&I and French Customer Care operations; leading a growing team of in-house and outsourced professionals to deliver world-class service. You'll be accountable for customer satisfaction, team performance, and operational excellence while helping shape the future of Perk's global Customer Care organization.

Responsibilities

• Lead and scale Europe Customer Care organisation of 700+ both in-house and outsourced professionals.
• Set and achieve performance targets and financial outcomes across all service areas in Europe, directly influencing overall business performance and profitability.
• Together with the Senior Directors of Global Operations, Operational Excellence and Planning and WFM, design and execute the regional customer care strategy aligned with our global goals.
• Take full responsibility for key performance indicators such as response times (SLAs) and customer satisfaction (CSAT) scores of the Europe region, and ensure continuous improvement.
• Partner with cross-functional teams (WFM, Operational Excellence, Account Management, Sales, Product) to problem solve, ensure productive communication and implementation of processes, and to build a strong operational infrastructure globally.
• Foster a culture of accountability, continuous learning, and data-driven decision making, as well as develop and mentor team members within your organisation.
• Oversee multiple initiatives impacting Europe region, while remaining hands-on, adaptable, and a trusted stakeholder across departments.
• Own key regional KPIs and deliver measurable improvements in:
• Customer Satisfaction (CSAT / NPS)
• Service Level Agreements (SLA)
• Churn
• Employee Engagement & Retention
• Operational Efficiency / Productivity

Requirements

• 8-10 years of experience leading large-scale Customer Care teams.
• Proven success managing both in-house and outsourced operations.
• Experience in technology-driven or high-growth environments (travel industry a strong plus).
• Demonstrated ability to build and develop high-performing, customer-centric teams.
• Strong process orientation and project management background.
• Excellent communication skills (verbal and written) in English.
• Data-driven and analytical, with a track record of using insights to drive improvements.
• Hands-on leader with a proactive, pragmatic, and collaborative approach.
• Experience with Zendesk or similar CX platforms preferred.
• Customer Obsessed: Passionate about creating exceptional experiences.
• Strategic & Operational: You think big but execute efficiently.
• Data-Driven: You rely on metrics and insights to make smart decisions.
• Empathetic Leader: You listen, coach, and empower your teams.
• Adaptable: You thrive in fast-paced, high-growth environments.
• Results-Oriented: You focus on measurable impact and continuous improvement.

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