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Head of Customer Experience Operations (all genders)

Berlin; Cologne

Meet Urban Sports Club

We are among the leading platforms for sports and wellness in Europe, dedicated to inspiring people to live active, healthy lives. With just one membership we offer access to thousands of fitness and wellness experiences across the continent.

But what truly sets us apart? We believe our people are at the heart of everything we do. If you’re curious about how we work, what we value and how you might grow with us, explore our Culture Hub & Career Opportunities.

*Big news: Wellhub and Urban Sports Club unite!*
Urban Sports Club is now a proud part of Wellhub, creating a global wellbeing ecosystem. Together, we connect 39,000 corporate clients and 97,000 wellness partners across 18 countries, offering millions of people even more ways to stay active and take care of their health.

 

The opportunity 

We are looking for someone to join our Customer Experience team as  a Head of Operations, leading the WFM and data team for CX and overseeing the administration of Zendesk.

You will be overseeing the operations CX, and all support units (Member, partner) to make sure we will have a productive workforce, drive automation and contribute to efficient processes. 

You make sure we can meet the service expectations of our members and partners efficiently and effectively by providing insight and intelligence to the team. 

You will work together with the VP of  Customer Experience making strategic, data driven decisions on how to drive our CX department to a scalable and efficient organisation, leading to advocacy of our brand.

What you will do

  • You deliver accurate, timely, and actionable insights using tools such as Zendesk, Looker, and AI technologies to support business decisions
  • You drive CX performance by defining KPIs with CX Heads, analyzing trends, identifying opportunities, and recommending improvements across service, satisfaction, quality, and cost
  • You partner with the VP, Finance, and CX Leads to provide budget input and build business cases for strategic initiatives and process improvements
  • You lead reporting, analytics, and executive presentations, ensuring stakeholders receive clear insights and ad hoc business support when needed
  • You own the relationship, governance, and optimization of Zendesk, CRM, and telephony platforms, while enabling teams across the business to maximize platform capabilities
  • You manage Zendesk administration for all departments outside of Customer Experience, ensuring effective governance and continuous improvement
  • You lead and develop high-performing Analytics, Workforce Management, and Expert teams, fostering collaboration and operational excellence

What you will need to succeed

  • You bring a university degree in Business, Business Analytics, IT, or a related field
  • You have at least 3 years of experience leading and developing a team of experts
  • You demonstrate strong analytical, strategic thinking, and problem-solving skills
  • You leverage advanced knowledge of Zendesk, AI technologies, and business intelligence tools in a customer experience environment
  • You translate data into actionable business insights and identify opportunities to drive business performance
  • You bring 3–5 years of experience in Customer Experience, Customer Service, or Business Analysis and Reporting
  • You communicate fluently in English, with additional European language skills considered an advantage

What’s in it for you 

  • Free Urban Sports Club L Pro Membership + Friends and Family Discount: Stay active with free membership, plus discounts for friends and family.
  • Flexible Work Model: Enjoy a hybrid work setup, balancing on-site and remote work options to fit your lifestyle.
  • Extended Remote Work Options: Work up to 120 days remotely within the EU, the UK, and Switzerland, including 30 days outside the EU. You’ll also have the option to desk-swap at our other European offices.
  • WorkOUT Life Balance: Take advantage of 30 days of paid vacation annually, plus two additional days for volunteering, flexible working hours, and complimentary access to our mental health provider Open Up.
  • Personal Development: Receive an annual budget of €1,000 for professional growth, with regular internal training sessions and weekly German and English language classes.
  • Engaging Team Culture: Participate in regular team and company events along with wellness initiatives that help you stay productive, healthy, and engaged in a hybrid work environment.

Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).

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When you apply to a job on this site, the personal data contained in your application will be collected by Urban Sports GmbH(“Controller”), which is located at Voltairestr. 10, 10179 Berlin and can be contacted by emailing jobs@urbansportsclub. Controller’s data protection officer can be contacted at datasecurity@urbansportsclub.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. The transfer will be subject to appropriate additional safeguards under standard clauses according to Art. 28 GDPR. Also, greenhouse is listed under the EU-US Privacy shield to provide a proper level of security for your information provided (https://www.privacyshield.gov/participant?id=a2zt00000004U1KAAU). Your personal data will be retained by Controller as long as it is necessary to evaluate your application for employment. Personal data is stored exclusively for the purpose of filling the vacant position for which you have applied. For reasons of general equal treatment, the German law permits further storage of your data for a further two months after completion of the application procedure in accordance with § 15 Para. 4 of the General Equal Treatment Act (Allgemeines Gleichbehandlungsgesetz - AGG). Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.* If you wish more details regarding your rights please contact our data protection officer.

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