Product Operations Lead - Care Operating Model Transformation - Freelance

We are supporting a fast-growing tech company undergoing a major transformation of its Care operating model.

The organization is moving from a centralized support model to a more decentralized value-stream setup, where business and transversal units progressively take ownership of their aftersales experience, while Care remains responsible for overall consistency, quality standards, and operational excellence.

A high-level framework and strategic direction have already been defined by leadership. The objective of this role is to turn that vision into reality: operationalize the model, drive its rollout across 4 new units, and create the structure, processes, and ways of working that will enable future onboarding at scale.

This is a highly cross-functional and execution-focused role, requiring someone able to bring clarity, structure, and momentum in a complex environment, without direct authority.

Mission

Operating Model Rollout & Operational Structuring

• Lead the implementation of a new value-stream operating model across Care units

• Translate strategic principles into actionable operating processes, workflows, and governance

• Ensure the model is consistent, scalable, and adopted effectively across different teams

• Build and maintain the operational foundations required for long-term scalability, including playbooks, process documentation, RACI, and operating guidelines

Cross-functional Alignment & Change Management

• Work closely with Care, Product, Engineering, Operations, Data, and Design teams

• Facilitate collaboration between Care and the business / transversal units involved in the transformation

• Clarify roles, responsibilities, ownership, and ways of working across teams

• Drive alignment and adoption in an environment where influence matters more than hierarchy

• Design and lead onboarding / enablement sessions so newly integrated units can operate autonomously within the new model

• Ensure all stakeholders understand the benefits, expectations, and practical implications of the change

Ownership & Execution

• Act as the main point of contact for all operational topics related to the rollout

• Handle escalations and unblock issues with pragmatic, business-oriented solutions

• Drive execution autonomously, with a strong sense of ownership and accountability

• Bridge strategy and day-to-day execution, ensuring leadership intent is translated into concrete operational reality

Performance & KPI Structuring

• Help teams define, structure, and own their operational KPIs

• Ensure performance tracking is aligned with broader business objectives

• Bring visibility, rigor, and clarity to how performance is measured across the new setup

• Support the creation of a scalable framework for tracking outcomes and operational health over time

Profile

• Senior Product Ops / Operations profile with strong experience in fast-paced tech or scale-up environments

• Proven track record in operating model rollouts, organizational transformation, or cross-functional operational excellence programs

• Strong ability to structure ambiguous and complex environments

• Excellent stakeholder management and communication skills, both written and verbal

• Hands-on, pragmatic, and strongly execution-oriented mindset

• Able to onboard quickly and create impact from the first weeks

• Strong change management capabilities, with the ability to drive alignment without direct authority

• Very good understanding of product-led and web-based organizations

Important
We are specifically looking for profiles who have worked in tech companies and are familiar with web product environments . Experience working closely with Product, Engineering, Design, Data, and Operations teams in digital / platform / marketplace contexts is highly valued.

Key Expectations

• Fast onboarding and immediate contribution

• Strong ownership of the rollout and operationalization

• Ability to bridge strategy and execution

• High level of autonomy and accountability

• Strong communication skills, with the ability to create clarity across multiple stakeholders

• Ability to help teams adopt a new operating model in a sustainable and scalable way

• Long term mission - 4days/week