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The Regional Operations Manager oversees all customer-facing operations, from pre-sales to warranty management, logistics Quality and new demand models ( such as Leasing and subscription models) for the Benelux market.
Job Description
Regional Operations Manager BNL
Department: Operations
Employment Type: Full Time
Location: Brussels
Reporting To: General Manager, Benelux
Compensation: €60,000 - €75,000 / year
Description
Upway is looking for a Regional Operations manager for the Benelux region. This is a management role for someone who combines strong customer empathy with operational discipline, and who can bring structure, clarity, and consistency to complex, fast growing environments.
The Regional Operations Manager oversees all customer-facing operations, from pre-sales to warranty management, logistics Quality and new demand models ( such as Leasing and subscription models) for the Benelux market.
They will work closely with the General Manager, UpCenter Operations team (particularly the UpCenter leads of Amsterdam and Antwerp) and product teams to identify, implement, and monitor operational improvements across the business.
Key Responsabilities
- Own key parts of Upway BNL Operations value chain.
- Design, implement and improve processes to optimize customer experience and financial efficiency.
- Ensure we deliver on our very high Quality standards, and analyze customer feedback to keep raising the bar.
- Serve as the primary point of contact for leasing and payment provider partners on all operational and support matters.
- Work closely with the Amsterdam and Antwerp UpCenter Operations team, as well as other internal stakeholders.
- Act as the product and UX point of contact for the implementation and follow-up of new customer features.
- Bring the voice of the customer inside: Structure customer feedback and translate it into actionable insights for product development, commercial teams, and operations, ensuring recurring issues are solved structurally
- Own escalations and recovery: Act as the senior owner for major customer issues, coordinating internal teams and turning difficult moments into trust-building experiences.
Skills, knowledge & expertise
- Strong academic background in engineering, finance, business or similar
- 3+ years of experience in Operations, B2C Customer Success/ Support.
- Fluency in Dutch, proficiency in English, French is a plus
- Strong communication and leadership skills
- Outstanding problem-solving skills, with a keen eye for detail, root cause analysis, and data interpretation
- Proven experience leading customer facing teams across multiple markets or brands.
- Deeply customer-centric, always striving to enhance the Upway experience
- Comfort with working in a fast-paced and changing environment
- Energized by change and dynamic work setting
- Readiness to work on-site, we are based in Mechelen / Amsterdam
Why join Upway
- Impact: You are directly contributing to the decarbonization of mobility by giving thousands of e-bikes a second life.
- Autonomy: You are the owner of your team and region. We give you the tools, but you build the strategy.
- Growth: Join a Series C scale-up backed by top-tier investors (Sequoia, Exor) during our hyper-growth phase in Europe.