Head of Operations

APPLICATIONS THAT DO NOT COMPLY WITH EXPERIENCE REQUIREMENTS WILL NOT BE CONSIDERED. EU WORK PERMIT MANDATORY.

Naboo is the European leader in MICE procurement. We are a team 200 of builders, passionate about events, tech and AI. We help our Enterprise and SMB clients book, plan, pay and procure all their corporate events.

Whether it's a business lunch or a full-blown annual retreat overseas, Naboo makes it happen smoothly and efficiently, eliminating tedious tasks with AI-powered automation. Our event specialists focus on delivering tailored advisory and effective support to clients and vendors.

Based in Paris, Barcelona, Hamburg and Montreal, Naboo is expanding its services beyond Europe to North America and the Middle East. Naboo is scaling fast with strong backing from top-tier international investors.

In the context of our expansion and scaling challenges, Naboo is recruiting a Operations Director, directly reporting to the COO with direct interactions with all Executive Committee members.

We're looking for an Operations Director to scale Naboo's core operations across markets. You'll be the COO's right hand on everything related to "how the machine runs" in our Customer Support / Event Management and Supply & Partnerships teams

Your mission: make Naboo's growth efficient and delightful for customers, partners and teams.

You will:

• Turn our strategic vision into a clear operating model, OKRs and execution plans across countries and teams

• Leverage AI to eliminate low value added tasks, reduce support touch-points, focus humans on high value added client and partner advisory and build a high-performing team

• Design scalable processes and playbooks that can be rolled out across all markets

• Own end-to-end service delivery quality: from booking to post-event feedback

• Partner with Product and Data to continuously improve our platform, workflows and automation

• Drive operational excellence through KPIs, dashboards and rigorous performance reviews.

• Partner with Finance on forecasting, budgeting and unit economics; ensure we hit our efficiency targets (e.g. contribution margin, support cost per booking, SLA adherence)

• Anticipate operational risks (seasonality, new markets, regulatory constraints, M&A integration) and set up mitigation plans

• Champion a customer-obsessed, data-informed, continuous improvement culture across the company

Strategy & operating model

• Translate company strategy into an operational roadmap, with clear goals, milestones and success metrics.

• Define and refine Naboo's operating model (central vs local, in-house vs outsourced, automation vs manual) to support rapid growth.

• Lead the company-wide OKR / KPI process for Operations and contribute to exec-level planning.

Execution & process excellence

• Map, design and continuously improve core processes (lead-to-booking, event delivery, incident management, supplier onboarding, support, billing, etc.).

• Implement best-in-class tools for CRM, ticketing, workflow and knowledge management in partnership with Product/Tech.

• Set and enforce SLAs for customers, partners and internal stakeholders

• Implement and scale operational playbooks for new market launches and acquired entities

Team leadership

• Hire, coach and develop a strong Ops leadership bench

• Create a high-performance culture with clear ownership and decision rights

• Foster tight collaboration with Sales, Customer Success, Marketing, Product and Finance

Data & performance

• Define the Operations KPI framework: NPS, response & resolution times, on-time event delivery, rebooking rate, supplier quality, margin, productivity per FTE…

• Build and maintain dashboards with Data & Finance to monitor performance and identify improvement opportunities

• Lead structured problem-solving and experimentation (A/B tests, pilots) to unlock step changes in efficiency or customer experience

Risk, compliance & quality

• Ensure compliance with local regulations relevant to events, travel, safety and data protection

• Set up robust incident management, escalation and crisis response processes

• Own quality standards and audits for suppliers and partners

• 70-90K salary based on experience + bonus + opportunity for Equity (BSPCE)

• 80% coverage of premium health insurance via Benefiz

• 50% coverage of public transport pass

• 50% coverage of swile meal card (€10/day)

• Wellpass membership for fitness & wellness

• Offices in the center of Paris + New MacBook

• Regular offsites, seminars and events