Undescribed image
Jobs

Process, Service and Quality Manager M/W (Permanent – Fulltime)

Bierbeek - Belgium

You are responsible for the team dedicated to the management and continuous improvement of services, their underlying processes and their quality controls. You will build & lead a team of cross functional professionals working together to reach our performance, efficiency and security targets according to the product and operations roadmaps.

Are you the one who will formalize, organize and improve the services (and their underlying processes) that truly improve truck driver’s lives?

Are you eager to work in a fast-paced SaaS company with a team of smart people impacting our most critical business domain?

Do you love a no-nonsense, respectful, and transparent culture?

 

Three times yes, then we are looking for you. OTRA (On The Road Again) is a Belgian scale-up that offers solutions for the pain points of the European transport sector. Their mission: Improve the truck drivers’ lives and offer peace of mind to transportation companies. This is achieved by connecting drivers, transport companies, and parking areas in real-time to secure a well-deserved, safe, resting area for drivers. The founders have built up a valuable track record thanks to their solid C-level experience. They rapidly gained investor confidence and obtained a significant participation of investment companies PMV and Alychlo, which became shareholders. They confirm expectations and have been awarded as the most Innovative Start-up Award at Alychlo Awards Evening in September 2021.

As Process, Service and Quality Manager, you will be a key member in the product engineering team turning solutions into reality, having a significant impact on the services and their underlying processes by formalizing and organizing them and their continuous improvement and by designing and implementing controls to monitor and improve their quality (performance, efficiency and security).

High-level responsibilities and tasks

As Process, Service and Quality Manager, you are responsible for the team dedicated to the management and continuous improvement of services, their underlying processes and their quality controls. You will build & lead a team of cross functional professionals working together to reach our performance, efficiency and security targets according to the product and operations roadmaps.

You ensure a high-quality delivery with a consistent approach on 3 key domains:

Team & process management

  • Hire and manage a team of two process, service and quality officers
  • Design and operate a suitable framework for formalizing and organizing the company services and their underlying business and technical processes through target operating models
  • Design and operate a suitable continuous improvement processes through quality controls, according to performance, efficiency and security objectives

Process and service management

  • Work closely with Product and Operation Management to align on outcomes
  • Design roadmaps to develop and deliver service, process and control-level improvements based on objectives, requirements, timelines, resources and other constraints
  • Design target operating model for service management, support management, incident management, security incident management etc.
  • Support the operation teams in the adoption of improvements, capture and analysis of relevant feedbacks

Quality Management

  • Participate in the definition of performance, efficiency and security targets
  • Support the writing of specifications, requirements and design documents, implementation of quality (performance, efficiency and security) controls
  • Support the definition, measure, monitoring and reporting of key quality indicators

This role is made for someone who is fluent in communication with a positive and constructive attitude. You can convey your ideas clearly to the people around you. You can include people within your team in your way of thinking and easily take other perspectives into account. You are flexible and passionate about quality. You love to come up with solutions and to realize them. You are comfortable with ambiguity, figuring out things as they evolve, switch contexts easily, you think about different options and their long-term impact. You work across multiple tasks and longer-term projects while keeping stress levels down. You have at least 5 years of experience in a comparable role, ideally in an international B2B tech (SaaS) environment (start-up / scale-up) with a strong track record of collaboration with sales, internal stakeholders & partners to develop product requirements and quality targets.

You can’t know everything but we’re looking for experience in a range of these areas:

 

  • Soft and hard skills as required by the responsibilities and tasks as defined, and in particular:
  • Experience in human resource management and team management
  • Knowledge of service management and process management frameworks
  • Experience designing target operating models, including support and incident management.
  • Experience setting up continuous improvement processes
  • Knowledge of quality control framework, norms and standards (ISO 9k & 27k)
  • Experience in design, implementation and operation of quality controls (including security controls)
  • Fluent in spoken and written English; knowledge of other European languages is an asset.

 

Place of employment

Tiensesteenweg 116, 3360 Bierbeek

This is a full-time position where the work can be performed within a hybrid setting with at least 2-3 days per week on-site, or occasionally more if required.

 

Why would you join?

It’s a work-hard, play-hard environment where people have lots of fun. Most important, everybody works together respectfully as a true team! You have a chance to be part of a highly skilled and talented team who will support you in building experience and developing your personal growth capital. We offer an attractive salary including 13th month and extensive fringe benefits like hospitalization and group insurance, cell phone & laptop plus provider cost reimbursement, Eco-cheques, …

For applications, we would like to receive your CV at [email protected]