Head of Platform Roadside Assistance – Benelux

About the role

The Head of Platform Roadside Assistance for the Benelux region will lead day‑to‑day operations, ensuring cost‑effective, high‑quality service delivery across all markets. You will drive operational excellence, foster a customer‑centric culture, and maintain compliance with regulatory standards.

Key responsibilities

• Oversee daily, weekly and monthly performance, acting as escalation point for any deviations.
• Develop and execute contingency plans for peak periods, volume spikes and special events.
• Collaborate with local Workforce Management teams to optimise resource utilisation and productivity.
• Monitor quality assurance processes and implement best practices across markets.
• Recruit, train, mentor and engage a high‑performing team, promoting a collaborative culture.
• Champion a customer‑centric approach, using Voice of Customer feedback to improve service delivery.
• Manage operational budgets, identify cost‑optimisation levers and ensure services are delivered within budget.
• Ensure health, safety and compliance standards are met throughout the organisation.

Required profile

• Minimum 10 years of experience in claims, operations or a similar function.
• Proven senior leadership experience in Assistance Operations, preferably within Roadside Assistance (RSA) business.
• Experience managing contact centres, service networks and back‑office functions.

Required skills