Vp Central Operations

**The Position**:
Join Hive as our VP Central Operations and lead our customer support function, from strategy to hands-on execution. You'll be at the heart of how Hive delivers service to our brands: empowering Customer Support and Operations teams (freight, packaging, onboarding) with the tools, training, insights, and processes they need to delight our merchants and drive global operational excellence.

This senior leadership role blends customer interactions (e.g., merchant onboardings, daily support, operational escalations) with operational rigor (e.g., systems, data, tooling) and team enablement (e.g, training, analytics, knowledge management). You'll architect a scalable approach to customer support, ensuring our people, processes, and tools are set up for the fast-paced growth journey ahead, from 500 to 5,000 brands.

Reporting directly to our Chief Operations Officer (COO) David, you will be in a central position to shape Hive's customer journey and operational performance across our European footprint.

**Your Key Responsibilities**:

- Define and Lead Central Operations Strategy: Develop and execute a cohesive team enablement strategy. Including onboarding, ongoing training, support methodology, readiness, and knowledge management.
- Champion Customer Experience: Ensure alignment across Customer Support, Growth teams, and Operations through targeted initiatives that improve satisfaction and reduce resolution times.
- Own Customer Operations Analytics: Oversee team capacity forecasting/ budgeting, support analytics, and performance tracking to ensure data-driven decision-making.
- Manage Support Tech Stack: Lead the adoption and optimization of customer support platforms (ticketing, knowledge base, AI automation tools), driving efficiency and measurable cost base.
- Partner with Leadership: Collaborate with senior leadership and C-level to ensure our customer operations strategies are scalable, data-backed, and aligned with business goals.
- Build and Lead High-Performing Teams: Recruit, coach, and lead a growing team of customer operations and support professionals.

**Your Profile**:

- 5+ years of experience in Customer Support, Success, or Operations leadership roles within a fast-paced, high-growth environment.
- Proven ability to build, scale, and inspire diverse, high-performing teams.
- Strong understanding of B2B customer journeys and support systems (e.g., Zendesk, Asana), including escalation workflows and support channel setup.
- Analytical mindset with experience setting up forecasting and analytics functions; able to define and track success metrics for teams and initiatives.
- Excellent communication and stakeholder management skills, especially in cross-functional and international settings.
- Experience in e-commerce or logistics operations is a plus.
- You are based in Berlin or open to relocating.

**Our offering**:

- **Be part of the Hive.**
Become part of a high-performing team of exceptional people from McKinsey, Amazon, Shopify, Google, Blackstone, J.P. Morgan, DHL, and more. At Hive, we foster a culture of trust, collaboration, and constructive feedback—where people are empowered to grow and make a real impact.
- **Make your mark.**
Shape the future of commerce operations in a fast-scaling company with a strong entrepreneurial mindset. You'll work on exciting challenges from Day 1 and grow alongside Hive as we expand across Europe.
- **Competitive compensation.**
We offer market-competitive salaries, including an equity incentive plan (EIP) for all full-time team members.
- **Tools to thrive.**
You'll receive a MacBook and the tools that suit your working style best—whether that's an extra monitor, headphones, or something else to boost your productivity.
- **We support your well-being.**
Enjoy 30 vacation days per year, with an additional 20 days to take as paid sabbatical every 3 years at Hive.
- **Office perks & team events.**
Free drinks and snacks in our offices, and regular team events—including workations that bring the entire Hive team together.

**About us**:
**We're revolutionizing e-commerce operations.**

At Hive, we empower brands to excel in the digital commerce era through our innovative operations platform. By combining cutting-edge technology with a curated network of top-tier operations partners, we deliver measurable results.

Our comprehensive platform streamlines the entire operational chain through a single, intuitive interface. Since our founding in 2020, we've rapidly grown to become one of Europe's leading operations platform, partnering with hundreds of innovative brands. With strategic locations in Berlin, Paris, Milan, Madrid, London, and Amsterdam. Backed by prestigious investors including Tiger Global, Earlybird, and Picus Capital, we're scaling our impact across Europe.

Diversity and inclusion are core to our success. We actively cultivate an environment where every team member, regardless of background, can thrive. We welcome talent from a