ROLE MISSION
The Head of Operations & AI/Data Ops is responsible for ensuring operational efficiency, data quality and customer support, acting as a catalyst for Tips4y’s digital transformation. The main role mission is to multiply operational productivity through automation, intelligent support, and data governance, ensuring continuous delivery of customer value with a focus on scalability and without proportional increases in cost structure.
ABOUT US
TIPS4Y is a company specialized in digital solutions, based in automotive data, targeting different B2B players in the automotive sector. From data to intelligent processes, our offer aims to streamline and innovate our customers' businesses, impacting productivity and user experience.Join us to drive digital transformation in the automotive market.
KEY RESPONSABILITIES
- Ensure “business as usual” with high standards of quality, service, and efficiency
- Define and optimize operational processes, including the AIOps layer, ensuring consistency in delivery and support
- Monitor operational performance and act on deviations, errors, or incidents
- Automate Customer Support, aiming for at least 30% auto-resolution of first-line tickets
- Govern data pipelines and quality, ensuring updates and integrity of VRM/VIN OE data
- Produce actionable business insights, with real-time dashboards and reports on margin, churn, and demand forecasting
- Lead and develop a multidisciplinary team with a focus on execution and continuous improvement
- Work closely with Product, Engineering, and Customer Success
- Oversee alignment between operational backlog, customer requests, and development teams
- Ensure technical support for repairers (DataRepair) based on data and AI
Subareas of Responsibility
Data Support
- Ensure continuous access to data sources and their quality
- Supervise data transformation and preparation for internal and external consumption
- Guarantee the reliability of mappings and integrity of information in production
Customer Support
- Manage first-line support for clients and end-users
- Ensure functional and technical support with well-defined SLAs
- Act as point of contact for incident resolution and operational issues
Customer Backlog
- Collect and prioritize customer requests with operational impact
- Work with other areas to ensure effective and timely responses
- Promote visibility and tracking of deliveries with stakeholders
Mechanic Repair Support
- Provide technical support to workshops and partners in repair processes
- Ensure that technical content and data provided properly support maintenance and diagnostics operations
Success KPIs
MTTR < 2h and 25% reduction in alert noise
Operational SLA compliance rate (99.9%)
FCR ≥ 90%
CSAT ≥ 90% in first-line support
+10% YoY efficiency gains attributable to operational improvements