Head of Partner Operations
Amsterdam
Operations – Partner Support /
Full-time /
Hybrid
We promise you can be yourself at Protolabs
Don’t meet every single requirement? Go ahead and apply anyway! Studies have shown that women and people of color are less likely to apply for jobs unless they meet every single qualification and we think this sucks. We are an Equal Opportunity Employer and we are committed to building a diverse team that feels that they are valued in the workplace. If you’re looking at our page and you do not identify yourself, don't be discouraged to apply. You can help make our Protolabs even better. We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself. We strongly believe diversity makes for more successful teams and it's one of our biggest secrets of success.
We are transforming the manufacturing industry and we are on the lookout for the makers, the doers and the re-thinkers!
Protolabs network, part of Protolabs** the world’s fastest and most comprehensive digital manufacturing solution with over 250 extensively vetted manufacturing partners.
We have some of the broadest capabilities in the industry so we can accommodate almost any manufacturing request from humble start-ups to big names like NASA, HP, and AUDI. When our customers need parts with intricate geometries or highly cosmetic finishes, there’s a partner in our network who can produce them. Some of the coolest parts we’ve made are floating in space!
Due to growth and expansion, we are looking for a Head of Partner Operations to join our team in Amsterdam.
As the Head of Partner Operations, you will be responsible for overseeing and optimising our supplier-facing order fulfilment process to ensure efficient and accurate delivery of parts to our customers. You will lead a team of Partner Operations Specialists and Partner Support Coordinators while taking on strategic and project management responsibilities to enhance the overall supplier and customer experience. Furthermore, you will play a crucial role in hiring (+5 new hires in 2024), representing the Operations Team's needs in product discussions, and implementing new policies & processes.
Sound good? Keep reading!
What you'll do:
- You will be responsible for providing day-to-day support to your team members and fostering a collaborative and high-performing work environment. Supporting team members outside of regular meetings is crucial.
- In this role, you will face complex operational issues and will need to find quick and innovative solutions. Your ability to troubleshoot and resolve challenges will be paramount to success. This may also include the implementation of new fulfilment processes to provide industry-leading support.
- You will be responsible for improving our supplier on-time rate metric and providing insights to the team on their performance. Analyzing data and identifying areas of improvement will enable you to drive operational efficiency and customer satisfaction.
- Play a key role in supporting the company's objectives. Having a commercial mindset, understanding customer requirements, and aligning operations to support business goals will be essential to success in this role.
- Supporting the team with technical escalations to ensure clarity of requirements and effectively communicating with both internal and external stakeholders.
- Take ownership of representing the Operations Team and supplier needs in Product betting tables and pitch shaping sessions. Ensure that relevant product releases are communicated to the wider Partner Operations Team.
- Take responsibility for recruiting, training, and nurturing the growth of team members. Build a skilled and motivated team that is dedicated to delivering an exceptional supplier experience. Provide development feedback and review in addition to ongoing training and development opportunities to enhance the team's capabilities.
Objectives and deliverables:
- Support and enable the team to drive improvements in Supplier On-Time Rate
- Improve the non-conformance rate of high-value, complex projects managed by Partner Operations Specialists.
- Manage and improve Supplier Satisfaction & NPS (metrics to be implemented in 2024).
- Critically review and define an appropriate team structure to provide scalable support to Suppliers as we grow.
- Facilitate technical skills development in the team to enable stronger technical troubleshooting.
What it takes:
- At least 5 years of experience in a production-related environment, specifically within CNC machining - 3D printing or sheet metal experience is also a bonus. You will be expected to have a solid understanding of the entire production flow and planning processes, enabling you to troubleshoot when issues arise during production.
- Knowledge of common industry quality documentation (dimensional inspection reports, PPAP, PFMEAs, Control plans, Prod flowchart, Statistical Process Control incl Cpk calculation etc.) and delivering projects with these requirements.
- The ideal candidate will have a strong background in mechanical engineering and be familiar with reading technical drawings including GD&T.
- Bachelor's degree in Mechanical Engineering or a related field, or comparable work experience.
- Proven experience in managing teams and fostering a collaborative work environment.
- Strong problem-solving skills with the ability to think creatively and find innovative solutions.
- Excellent data analysis and interpretation skills.
- Commercially oriented mindset with a customer-centric approach.
- Strong communication (verbal and written) and interpersonal skills in English language
What's in it for you?
- Part of our incredible journey is clearly down to our amazing team, and we strongly believe in giving people a space to truly, authentically be themselves. We also believe that treating our employees well and sprinkling a great place to work with some nice perks, makes it a little sweeter!
- Annual company bonus. We celebrate success together! Employees are not only rewarded for their achievements but also for contributing to the overall success of the business.
- Flexible and hybrid working arrangements! (we try to accommodate where it’s possible, so feel free to ask us more about this)
- Wellness and well-being with access to OpenUp psychologists, practice mindfulness with Headspace and tons more.
- Doggo-friendly office. We are big pet lovers and fully encourage hanging out with your (and your colleagues’) furry friends in the office
- Daily Lunch and snacks are provided in the office; it's a moment for our teams to connect and recharge. Shared meals strengthen our bonds and fuel collaboration.
- Dedicate 20% of your work time to learning or joining projects! Whether that’s one of our ERGs or time spent on our in-house LEARN platform. From 3D printing to woodworking - there’s something for everything.
- Regular team events, socials and annual regional team trip
- Follow us on Instagram to see what Life at Protolabs is all about!
€75 - €100 a year
What to expect in the hiring process
Initial call
Kick-off with an initial screening with one Talent Acquisition Partners, not really an interview, but the chance to learn more about how we do things, our process and a chance for you to ask all the things you want to know
Hiring Manager
A deeper dive into the role, what we're looking for and for you to get to know one another
Take home challenge or presentation
Put your skills to the test. Depending on the role, you may be asked to work on a take-home challenge or a presentation to us. We know this won't show us all of your talents, but we can get a nice insight into how you work and vice versa.
Team Meeting
In most scenarios, you’ll get to meet your teammates or a member of the leadership team. This is a great chance for us to see how you fit into the wider organisation
Meet the culture ambassadors
Our culture is unique and so are you! Check your ego at the door because these cats are not interested in whether you're the best engineer. We want to hear all about the things that get you out of bed each morning, the special interests you have or random skills that you can teach us. Now's the time to show us your authentic self, no holding back. This is also your chance to ask about the behaviours that make us who we are, warts and all - because hiring is a two-way street!
