Head of Customer Operations.

Location: Istanbul, Türkiye Reports to: General Manager Zeplin Car Rental is looking for a Head of Customer Operations to lead our approximately 60-person Customer Operations organization based at our Istanbul Head Office and regional offices in Ankara, Izmir, and Antalya, managing the rental journey of both existing and new customers. Reporting directly to the General Manager, this role will be responsible for the end-to-end management of a fast-paced and dynamic operation, team performance, and operational excellence. About the Job Lead the end-to-end management of rental requests and reservation processes for existing customers, as well as new customer onboarding operations. Lead an approximately 60-person, multi-location organization , including team managers across Istanbul, Ankara, Izmir, and Antalya. Closely manage day-to-day operations and take fast action based on demand, capacity, workload, and changing priorities. Monitor operational KPIs and SLAs and use data to continuously improve performance, productivity, and service levels. Ensure CRM is used effectively and consistently as a core operational management tool across the organization. Manage workforce, capacity, and demand planning to ensure operational continuity and efficiency. Identify operational bottlenecks and improvement opportunities and implement sustainable solutions. Continuously improve customer experience, operational speed, and service quality. About You Bachelor’s degree, preferably in Industrial Engineering, Economics , or a related field. Minimum 15 years of professional experience in Customer Operations or similar high-volume operational environments. At least 5 years of experience leading large teams and managers . Proven experience managing large, multi-location teams, preferably 40+ employees . Strong data-driven management mindset , with the ability to use data not simply for reporting, but to run the operation and make decisions . Hands-on experience with CRM systems and technology-enabled operations management . Proven ability to make fast and effective decisions in high-volume, dynamic, and real-time operational environments. Strong knowledge of KPI, SLA, quality, workforce, and capacity management . Strong process improvement and operational excellence mindset . Excellent leadership, communication, coordination, and problem-solving skills. Benefits & Perks Company car Company mobile phone and line Supplementary private health insurance Meal card