Operations Manager


  • Utrecht
  • Operations
  • 10 - 15 year


about the role

Otto van Haaren (CEO), Rob van Herpen (CCO) and Nick Pauli (COO):

Otto: “I truly believe that you can make a difference for your clients in providing perfect customer journeys. It is not enough to just offer a number of agents per day as often happens. It’s about how customers experience the way they have been helped."

Rob: “We really have a close working relationship with our clients. For each project there are dedicated teams spread around the world and we make sure that together they cover different languages. As we primarily operate in the gaming and technology sector, we work with highly skilled, dedicated agents, who get a solid training on the client, its products etc. Most of our agents work full-time, raising their knowledge levels. I think the high quality level of our employees is one of the main advantages of 5CA."

Nick: “For me it’s important that the Operations Manager understands the industry. You have to be able to assess where there’s room for improvement and make quick decisions. 5CA is a company that constantly changes and you will need the flexibility to adjust. Over the last years our company has grown at a high pace. Our Operations Managers have an important role in managing that growth, they are taking care of the right people, processes and structures so we keep having the quality of our services at the highest level. The growth of our company gives many changes for making impact on the organization and on our clients. I expect that our strategy will lead to more success and growth of 5CA in the coming period, our employees may expect an exciting work environment with lots of changes and opportunities. The next change is that we will move to a new office location, this is close to our current office in the city centre of Utrecht.”

Nick: “Because the teams are in different locations, communication is essential. Keep people in the loop of your decision process, involve them and explain your choices. Make sure that also the people who don’t work in Utrecht are aligned. I think it would be a big achievement, if the Operations Manager is able to really create one team spread over different locations and that people would experience it as a single unit.”

the profile

What you are going to do

As Operations Manager you are responsible for a smooth operation of 4 – 6 projects both in Utrecht and WFH.

5CA has been able to successfully innovate over the last 20 years. Moving forward, this innovative mindset will remain essential for 5CA’s growth and the Operations Manager will have an important role in this. (S)he needs to be able to continuously improve current processes with eye for the client’s wishes and new technologies available on the market.

The Operations Manager is required to develop a vision on the organization of his/her teams in Utrecht and Working From Home. Although they are physically separated, these teams have to work closely together for the same clients, requiring strong management skills. 5CA’s ambition is to grow its revenue by approximately 35% annually with a focus on expanding its work from home team.

The Operations Manager has a wealth of data at his/her disposal through 5CA’s proprietary data warehouse. (S)he is expected to use this data to the fullest extent to make informed decisions and steer the operation.

The Operations Manager is expected to be fully capable of applying the company’s vision in further expanding the operation using proven methodologies.

Education and experience

  • Bachelor or Master degree;
  • 10+ years of experience;
  • Strong track record leadership positions, is able to manage large teams with indirect reports;
  • Experience with process optimization and project management;
  • Knowledge of Customer Service industry;
  • Affinity with innovation and technology is a must-have.


  • Flexible management style; is sensitive and empathic;
  • Decisive; is able to find a balance between collecting all information necessary and taking decisions when needed;
  • Drive, pervasiveness and execution power;
  • Transparent; keeps people in the loop and is able to manage expectations;
  • Results-oriented: focus on “getting things done” and monitoring progress;
  • Strong commercial and customer-orientation;
  • Conceptual and innovative thinking capacity;
  • Fluent in English.


2 reasons why this position would fit me
  • Multicultural collaboration exites me
  • innovation and quality are key in my world


2 reasons why this position would not fit me
  • Involving others is what I dislike
  • I can't function without routine

The process

How are we going to work together?
  • Aanmelden

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  • Telefonische kennismaking

    Licht toe waar jij staat in jouw carrière en wat jouw ambities en loopbaanwensen zijn.

  • Assessment + Persoonlijk gesprek

    Voer het online assessment uit en bespreek jouw drijfveren, geboekte resultaten, competenties en ontwikkelpunten.

  • Introductie

    Voer gesprekken bij de opdrachtgever.

interview quote


“I expect that our strategy will lead to more success and growth of 5CA in the coming period, our employees may expect an exciting work environment with lots of changes and opportunities.”

Nick Pauli, COO


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