Director of Operations

About Us

AixConcept GmbH is part of the Harris Group, a leading provider of German and international industry software. As a leader in digital education solutions, AixConcept stands for groundbreaking software products and services. With our passion and expertise, we equip schools and educational institutions with advanced technology solutions. Our mission is to actively shape the education sector through innovative software solutions, strategic partnerships, and new digital business models. We aim to further expand our market position, tap into new opportunities in the education and IT sectors, and set sustainable impulses for digital transformation.We are continuing to grow and are looking for you as a Director of Operations (m/f/d) to lead our teams in Professional Services and IT Support and ensure smooth operational business. In this role, you will work closely with the Sales Department and Management, ensuring that customer projects, services, and internal processes are implemented reliably, structurally, and efficiently.

Your Responsibilities

Even if you don't meet 100% of every requirement: Feel free to apply – we look forward to hearing from you.

Overall Operational Responsibility & Stability

• End-to-end responsibility for central operational areas such as Customer Operations/Support, Professional Services, IT, and Delivery processes.
• Ensuring stable, scalable, and efficient end-to-end processes.

Customer Satisfaction & Escalation Management

• Building and managing a clear escalation framework.
• Proactive customer communication, conducting RCA/Post-Mortems, and sustainable action tracking.

Project, Process & Performance Management

• Building and further developing KPIs, dashboards, and SLAs/OLAs.
• Conducting regular business and service reviews with clear responsibilities.

Economic Management

• Transparent management of utilization, capacities, and forecast vs. actual.
• Early identification of bottlenecks and derivation of concrete measures.

Reporting & Operational Excellence

• Building professional, weekly operations reporting for management.
• Continuous improvement through standardization, automation, and optimization of operational processes.

Cross-functional Collaboration

• Close collaboration with Product, Sales, and Management.
• Ensuring smooth handoffs along the value chain (Sales → Delivery → Operations).

Team Leadership & Enablement

• Building, leading, and developing high-performing teams.
• Coaching, target agreements, feedback culture, and scaling the organization.

IT Management, Quality & Compliance

• Responsibility for IT operational processes and tool governance (e.g., ticketing, monitoring, identity).
• Management of external service providers and ensuring operational stability.
• Responsibility for quality, risk, compliance, audits, and certifications, as well as building a robust incident and quality culture.

What you bring

• Several years of experience in a senior operations or leadership role with end-to-end responsibility.
• Demonstrable leadership experience in building, developing, and scaling teams.
• Very good understanding of operations and processes, including KPI, SLA/OLA, and performance management.
• Experience in escalation, incident, and customer management (RCA, Post-Mortems, action tracking).
• Ability for economic management of operational units (utilization, capacities, forecast vs. actual).
• Experience in Operational Excellence / Continuous Improvement (standardization, automation, optimization).
• Strong understanding of cross-functional collaboration with Sales and Management.
• Solid understanding of IT operational processes and tool landscapes (e.g., ticketing, monitoring, service provider management).
• Very good German language skills (native level).

Benefits

• Flexible working hours and remote work.
• 30 days of vacation (plus days off on December 24th and 31st, and for special occasions).
• Various training and development programs.
• Financial benefits (e.g., company pension scheme, corporate benefits, capital-forming benefits).
• Company health promotion (e.g., mental health support program, bike leasing).
• Positive work environment and open company culture.

Contact Person and Application Process Information

Ivonne FürstTalent Acquisition SpecialistHarris DACH

Key skills/competency

• Director of Operations
• Operations Management
• Professional Services
• IT Support
• Customer Operations
• Process Improvement
• Team Leadership
• KPI Management
• SLA Management
• Operational Excellence