Head of Operations - France

Got Drive? Join AnyVan as we make moving anything, anywhere miles better and build a career that moves just as fast.

• You’ll run a French-speaking customer service team across phone, WhatsApp, live chat and email, making sure customers can reach us quickly and leave happy.

• You’ll own the end-to-end experience: resolving complaints, handling damage claims and refunds quickly and fairly, and keeping our reputation strong on Google and Trustpilot.

• You’ll also lead the team through process improvements as the market grows, and keep a tight grip on refund and damage-claim risk.

• Our service depends on connecting each booked move to the right transport partner at the right price.

• You’ll own this for France: maximising the share of jobs covered smoothly and cost-effectively, minimising last-minute gaps and drop-outs, and working with our routing, optimisation and pricing teams to combine jobs into shared routes and fill return trips.

• Margin matters here as much as service quality.

• You’ll grow and manage the supply base that keeps France running.

• That means recruiting and onboarding new transport partners, keeping existing partners engaged, well-supported and performing, and acting decisively when standards slip.

• A strong, reliable network is the backbone of what we do.

• You’ll be based in the office and on the floor with your team in Cape Town and just as effectively, you'll be leading the team in our Senegal office remotely. Visible, engaged and setting the standard every day.

• You’ll also roll up your sleeves: jumping on calls when needed, unblocking issues in real time, and building a culture where people take real ownership of the customer experience.

• You’ll recruit, coach and develop a multi-site team across Cape Town and Senegal, setting clear goals, holding a high bar and delivering a team of high performers

You’ll own a clear, commercial scorecard. The headline measures are:

• Customer satisfaction (NPS) and how quickly we respond across all channels

• Cost to serve and operating margin for France

• Transport-partner network coverage and reliability, active partners, new partners onboarded, and the rate of last-minute drop-outs

• Speed and fairness of complaints, damage claims and refunds

• Team engagement, retention and productivity

• Within six to twelve months, France runs predictably and profitably.

• Customers reach us quickly and rate us highly.

• Complaints, claims and refunds are handled fast and fairly. Jobs are matched to reliable partners at a healthy margin with few last-minute failures.

• The transport-partner network is growing and performing. And your team is engaged and consistently hitting its numbers.

• Experience in the French consumer market, ideally in e-commerce, contact centres, transportation or logistics services

• Experience in a scale up launching new products and services

• Must be fluent in French and English with extensive experience working with customers in France versus french speaking countries.

• Proven operations leadership in a high-volume, customer-facing environment, marketplace, logistics, contact centre, e-commerce or similar

• A strong people leader you’ve built and led teams before, including managing people remotely and across multiple sites and can give concrete examples of building high performing teams

• Commercial and data-driven, you make decisions from the numbers and care about margin as much as service quality

• A hands-on operator, you build process, culture and performance from the front, and you’re comfortable owning the whole picture

• You're constantly learning and don't just use AI to check your emails every day. You have concrete examples of where you have worked with AI to drive real operational efficiencies to keep ahead of the game

• Currently living and working in Cape Town and happy to be office based and work within our European operating hours

• Background in removals, transportation, last-mile delivery or a marketplace / supplier model

• Experience managing a supplier, driver or partner network

We are committed to building an inclusive and diverse workplace where every voice is heard, every perspective is valued, and every individual has the opportunity to thrive. We welcome applicants from all backgrounds to be part of our mission and contribute to our vibrant culture.