Job Description #body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-Head of Customer Excellence
Job Location: Amstelveen, NLD, 1181 KK
Contract type: Fixed Term contract
Acolad is the global leader in content and language solutions. Its mission is to support companies in every industry to scale across markets and enable growth through cutting-edge technology and localization expertise. Established in 1995, the group is present in 22 countries across Europe, North America and Asia, with over 1.600 employees supported by a network of +10.000 linguists around the world.
At Acolad, every position is key to our global growth: we know that we will only succeed if our people succeed.
Joining Acolad means a unique opportunity for professional development through a collaborative global environment that promotes talent and creativity. We are continuously looking for new talent (like you!) to support our mission to drive growth and innovation across some of the world’s leading brands.
Check out Our brand video to learn more about us!
About the role
The Head of Customer Excellence is responsible for leading the operational delivery of interpreting services within the Public Sector domain. The role ensures efficient, high-quality, and compliant service delivery across Planning, Support, and Call Center activities, while driving performance, consistency, and continuous improvement.
Working closely with Contract Management, Vendor Management, Business Process Owner, the role safeguards stable operations, optimal capacity, and strong customer experience.
The Head of Customer Excellence leads the end-to-end operational delivery of interpreting services within the Public Sector domain, ensuring scalable, high-quality, and compliant service execution.
The role drives performance, operational excellence, and continuous improvement across Planning, Support, and Call Center functions, while enabling transformation through standardization, data, and automation.
Key Responsibilities
Operational leadership
Lead daily operations, ensuring efficient workflows and consistent service delivery.
Monitor performance against service levels, quality standards, and customer expectations.
Identify and address operational risks, bottlenecks, and improvement opportunities.
Act as escalation point for operational and service-related issues.
Drive operational efficiency and cost control to support margin performance.
People Management
Build a scalable team structure aligned with business growth and demand variability.
Lead, coach and develop Planning, Support, and Call Center teams.
Conduct performance reviews and set individual objectives with team members.
Set objectives and manage performance in line with team KPIs.
Foster a collaborative, accountable, and high-performing team environment.
Capacity and Resource Planning
Ensure adequate staffing and capacity planning across Planning, Support, and Call Center.
Monitor capacity against demand and peaks and escalate structural gaps when needed.
Work with Vendor Management to secure interpreter availability and efficient resource use.
Quality, Compliance and Process Improvement
Ensure compliance with procedures, contracts, service levels, and quality standards.
Address recurring deviations, non-compliance, and audit or QA follow-up actions.
Promote consistent working methods, clear ownership, and process improvement.
Performance, Reporting and Partner Oversight
Monitor performance through data, dashboards, reports, and KPIs.
Report on service performance, capacity, and operational risks.
Translate performance data into actionable insights and strategic improvements.
Oversee external partner performance and escalate structural underperformance.
Customer and Stakeholder Collaboration
Ensure delivery aligns with contractual obligations, tender commitments, and compliance requirements.
Ensure effective handling of customer incidents, feedback, and escalations.
Work with Account Management to improve client-specific service delivery.
Provide operational input for proposals, service design, and improvements.
Technology and Operational Continuity
Safeguard continuity of core systems and tools supporting service delivery.
Coordinate with the Business Process Owner on incidents and system improvements.
Keep teams and stakeholders informed on impacts, measures, and changes.
Drive adoption of automation, tech-supported workflows, and digital tools to improve scalability and efficiency.
Requirements
Bachelor’s degree or equivalent experience
5–7 years’ experience in service operations with team leadership responsibility
Proven ability to manage teams in fast-paced, time-critical environments
Strong customer focus with excellent project management and analytical skills
Experience in public sector or regulated environments is a plus
Proficiency in MS Office and operational/booking tools
Fluency in English and native or near-native Dutch
Strong leadership capabilities with a focus on performance, process improvement, and operational excellence
Benefits
Acolad is committed to creating a diverse and equitable workforce. We believe that diversity, equity, and inclusion in all its forms—gender, age, disability, marital status, ethnic or social origin, religion, belief, or sexual orientation—enrich the workplace. It opens opportunities for individuals to express their talents, both individually and collectively, and strengthens our ability to adapt to a changing world. As an equal opportunity employer, we welcome and consider applications from all qualified candidates, regardless of their backgrounds.
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