Job Specifications
APPLICATIONS THAT DO NOT COMPLY WITH EXPERIENCE REQUIREMENTS WILL NOT BE CONSIDERED. EU WORK PERMIT MANDATORY.
About Naboo
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.
Role
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
Responsibilities
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
What we are looking for
Must-have Experience
You have actively participated in scaling an international Tech scale up
You have 5 years of experience in a senior leadership with ownership of KPIs
You have proven track record of building and scaling operations, not just running what already exists.
Strong leadership experience: hiring, managing and developing teams of 20+ people
Experience working closely with Product, Tech and Data to build tools and automation
Demonstrated ability to design processes and operating models that scale across countries
Skills & Mindset
Very strong analytical skills: comfortable with data, dashboards and financials; able to move from high-level strategy to root-cause analyses
Structured problem solver with bias for action; you simplify complexity and drive decisions
Excellent communication in Engli
About the Company
When's your next event? At Naboo, we simplify the planning of all your corporate events across the UK and Europe from 5 to 500+ participants (offsites, corporate retreats, away days, meetings, team-building, business meals, company parties, etc). The service of an agency, the simplicity of a platform. Turn-key: Benefit from a dedicated events expert for each of your projects All inclusive: Book your venue, catering, activities and transport all in one invoice Transparent: Access to accurate venue pricing, without any hidd...
Know more