Senior Product Operations Analyst

R2 Companies

. Own the operational launch in the Netherlands, including customer support, KYC, and payment operations processes adapted to the local market .

Posted 10/28/2026full-timeRemote • NetherlandsSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer operations and BPO relationships, with a strong focus on performance metrics, reporting, and process optimization. Proficient in launching operations in new markets while ensuring high service standards and effective communication across teams.

Highest-signal resume keywords

Customer Experience ManagementBPO Relationship ManagementOperational ReportingTicketing Systems ManagementFluent Dutch And English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support OperationsKYC ProcessesPerformance MetricsSQLAI-Based Tools

Soft Skills

Problem-SolvingCommunicationStakeholder Management

Tools & Technologies

Zoho

Industry Keywords

FintechPaymentsLendingStartup Environment

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Own the operational launch in the Netherlands, including customer support, KYC, and payment operations processes adapted to the local market
Lead and manage BPO partner relationships, including onboarding, training, quality, and performance reviews
Oversee day-to-day customer operations and ensure SLAs, volumes, and service standards are met
Manage, monitor, and report on ticketing system metrics, including average tickets, resolution times, and escalations
Build and deliver operational reports with key performance indicators
Identify opportunities to improve, optimize, and automate operations in collaboration with internal teams
Support AI-based optimization initiatives for customer support
Ensure communication and issue escalation between internal teams, partners, and external vendors

Requirements

What you’ll need

5+ years of experience in customer experience and operations
Proven experience managing BPO relationships and outsourced support teams
Experience launching or scaling operations in a new market or a fast-growing environment
Strong background in reporting: SLAs, ticket volumes, operational metrics
Hands-on experience with ticketing systems like Zoho and measurement reports
Excellent problem-solving, communication, and stakeholder management skills
Fluent Dutch and English
Spanish or Portuguese (bonus)
Experience in fintech, lending, payments, or startup environments (bonus)
Basic SQL skills (bonus)
Experience with AI-based tools for customer support and optimization (bonus)

Benefits

Comp & perks

Eligible team members have the opportunity to participate in R2’s Phantom Share Program, a performance-based incentive
Ownership and impact in a fast-paced, growth-oriented startup
Cross-functional collaboration with exceptional teams
Exposure to complex regulatory challenges and innovation in embedded finance