Interim Head of Operations & Customer Experience

Interim Head of Operations & Customer ExperienceHigh-growth startup | Operational stability | Customer Health | NRR-drivenAre you an experienced Operations or CX leader with strong commercial instincts and the ability to create rapid impact in a fast-moving startup environment? We are looking for an Interim Head of Operations who can keep the engine running smoothly, elevate customer health, and prepare the organization for a seamless transition to a permanent Head of CX.In this role, you will own NRR, customer health, and operational stability, while leading a CX organization of ~30 people. You combine strategic clarity with hands-on leadership and know how to create structure, momentum, and performance in a growing team.Your Mission1. Operational Excellence & Support PerformanceEnsure a smooth, stable operation while maintaining service quality.• Keep daily operations running flawlessly• Move the organization toward the one-day resolution customer promise• Reduce call abandonment rates• Improve chat first response times2. Customer Success with a Strong Onboarding FocusGuarantee that every customer is properly onboarded and reaches value quickly.• Strengthen onboarding quality and consistency within CS• Align onboarding outcomes directly with customer health goals3. Professional Services – Roles, Capacity & DeliveryBring clarity, scalability, and alignment to Professional Services.• Increase PS delivery capacity and tighten coordination with CS to support onboarding• Align PS operations with delivery and margin targets4. Data Team & Tech-Touch OnboardingLay the foundation for scalable, data-driven onboarding.• Build CX operational capability for tech-touch onboarding• Achieve a complete digital user profile for every active user within 6 monthsWhy This Interim Role Stands Out• High strategic and operational impact from day one• Direct influence on retention, customer health, and NRR• Lead and elevate a motivated CX team poised for growth• A high-energy startup entering its next scale stage• A pivotal role in stabilizing and professionalizing the entire CX operationBatenborch International is your international partner in Sales, Marketing, Human Resources and Digital Recruitment, Executive Search and Interim Management across Europa & Africa. Performing by a candidate-driven, pro-active process. Operating within the branches Consumer, Industry, Services, ICT or Healthcare.