Key Skills

Job Description

Company Description NorthLadder is a leading trade-in marketplace, trusted by more than 75 OEMs, telecom operators, e-commerce companies, and electronics retailers across 20+ countries. Its end-to-end platform enhances the customer journey through a proprietary multi-buyer auction engine, AI-powered device assessments, and a seamless omnichannel experience. By increasing trade-in attach rates, NorthLadder helps partners sell more new devices, boost customer retention, and advance sustainability goals. The company views trade-in as a commercial and sustainability engine, partnering closely with clients from strategy and solution design to implementation and ongoing optimization. Founded in 2020, NorthLadder is focused on building the world’s most advanced trade-in and circular commerce platform. Role Description The Head of Operations is a full-time, on-site role based in Utrecht, responsible for overseeing daily operational activities and ensuring efficient, scalable processes across the organization. This role leads and mentors operations teams, defines performance metrics, and drives continuous improvement in service delivery, quality, and customer experience. The Head of Operations collaborates with product, commercial, and technology teams to support new initiatives, streamline workflows, and maintain alignment with business strategy and partner expectations. Key responsibilities include managing budgets, optimizing resource allocation, monitoring operational risks, and implementing data-driven solutions to enhance productivity and profitability. The role also involves establishing best practices, documenting procedures, and fostering a culture of accountability, collaboration, and operational excellence. Qualifications Strong Operations Management skills, including process optimization, performance monitoring, and implementation of operational best practices. Advanced Analytical Skills to interpret operational data, identify trends, and support data-driven decision-making. Proven Team Management abilities, including mentoring, workload planning, and building high-performing, cross-functional teams. Excellent Communication skills for effective collaboration with internal stakeholders, partners, and external vendors. Budgeting experience, including cost control, forecasting, and resource allocation aligned with business objectives. Experience in marketplace, trade-in, e-commerce, or circular economy environments is highly beneficial. Demonstrated track record in a senior operations leadership role, preferably in a fast-growing or international organization. Bachelor’s or Master’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience. Strong problem-solving mindset, attention to detail, and ability to thrive in a dynamic, evolving environment. Fluency in English; additional European languages are an advantage.

Core Responsibilities

The Head of Operations oversees daily operational activities and ensures efficient, scalable processes across the organization. They lead operations teams, define performance metrics, and collaborate with cross-functional departments to drive continuous improvement and business strategy.

Requirements

Candidates must have a strong background in operations management, team leadership, and data-driven decision-making. A bachelor's or master's degree in a relevant field is required, along with experience in fast-growing or international organizations.