Head of Operations

Budapest, Hungary

Management

Full-time

hybrid

We're looking for a highly accomplished and visionary Head of Operations to join our leadership team. This brand-new, critical senior role will report directly to our COO and serve as the architect of operational excellence across our entire agency. You'll be instrumental in optimizing our daily functions, driving efficiency, and ensuring that every aspect of our project delivery aligns perfectly with our strategic goals. If you're a seasoned expert who can lead diverse teams, foster seamless collaboration, and uphold the highest standards of project and service health, client and team satisfaction, you'll thrive in this position. You'll become the epicenter of all critical operational information, providing both comprehensive oversight and strategic direction.

As our Head of Operations, you'll be the driving force behind the smooth functioning of our agency. You'll provide senior leadership to the teams responsible for Project Management. A significant part of your day will involve consolidating crucial insights on project health, deadlines, deliverables, and budgets from our Portfolio Managers.

You'll also be actively overseeing the efficiency and utilisation metrics as well as hiring targets of all respective teams working together with our Team planning (Delivery) teams, ensuring our team members are optimally allocated and performing at their best.

You'll also be responsible for the upkeep and development of our Continuous Services business line, overseeing our support operations to ensure clients receive exceptional ongoing technical assistance and maintenance.

Expect to regularly report directly to the COO, providing strategic insights and actionable recommendations to propel our business forward.

Your day to day will include:

AI-Driven Transformation: Lead the integration of AI tools and technologies across all operational workflows, preparing teams for new ways of working while maintaining service excellence
Refining and optimizing our operational workflows, methodologies, and best practices to ensure consistent and high-quality project delivery from product ideas through design and implementation to continuous services
Fostering a culture of collaboration and proactively identifying and resolving inter-departmental challenges to enhance overall operational fluidity
Overseeing all project timelines, identifying potential roadblocks, and implementing strategies to ensure projects are delivered on time and within scope
Monitoring the health and performance of the entire project portfolio (margin, cost per hour, eNPS, CSAT), identifying trends, managing risks, and implementing corrective actions for sustained success
Leading our Continuous Services support operations, ensuring clients receive exceptional ongoing technical assistance and maintenance through optimized support workflows, SLA management, and response time improvements
Mentoring, coaching, and developing the leaders of our operational teams, fostering a high-performance, growth-oriented environment
Continuously analysing operational data and feedback to identify areas for improvement, implementing new tools, technologies, and processes to enhance efficiency and scalability
Serving as a key liaison between operational teams, sales, and senior leadership, providing regular updates on operational performance and strategic initiatives
Collaborating with the recruitment and People Operations teams to define and meet hiring quotas, ensuring the right talent is in place to support operational needs

What makes you thrive here:

A minimum of 8 years of progressive leadership experience in operations, project management, or a similar senior role within a fast-paced software development agency or tech company
Demonstrated experience or strong interest in AI adoption, process automation, and leading teams through technological transformation
A proven track record of designing, implementing, and optimising operational processes that drive efficiency, quality, and scalability
Exceptional ability to lead, inspire, and develop diverse teams, fostering a collaborative and high-performing culture
Strong analytical and problem-solving skills with the ability to translate strategic vision into actionable operational plans
Solid financial acumen, including an understanding of pricing strategies, project profitability, and financial forecasting within a service-based business
Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and persuasively to diverse audiences
The adaptability and resilience to thrive in a dynamic, evolving environment, effectively managing multiple priorities and challenges
A deep understanding of the full Software Development Lifecycle, from ideation and strategy to design, development, and continuous service
Proficiency with Jira, Slack, Google Sheets, and Figma, leveraging these tools to optimise workflows and communication
A strong grasp of key Support Services Key Performance Indicators (KPIs) across L1, L2, and L3 support tiers

Why join Supercharge?

To unleash your full potential, we’re here to help you grow every step of the way with exciting international projects, access to inspiring conferences, in-house soft skill trainings, and online courses. We’ll even support your English classes, and with our skill matrix, you’ll always have a clear path to learn.
To feel your best, your wellbeing truly matters to us. That’s why we offer health coverage with Medicover, Life1 gym access to keep you moving, and extra sick days for those moments you just need a little rest. We celebrate milestones with a fully paid month off after five years, offer extra paternity leave for growing families, and provide support through our Employee Assistance Program.
To have a blast, you’ll join a friendly team of 200+ people, all passionate about building amazing digital products. Whether it’s our Summercharge festival, a football match, quiz night, or just grabbing a drink with teammates, there’s always something to look forward to. And with our buddy system, you’ll feel part of the team from day one.
To brighten your day, our dog-friendly office in the heart of Budapest is filled with good vibes, great coffee, tasty snacks (yes, including Túró Rudi!), and cozy corners to relax, connect, or have a little fun when you need a break. You’ll also have a yearly personal budget and a company library to keep your curiosity growing.

About our Budapest office

Budapest is where it all started for Supercharge - this is our headquarters and the beating heart of our company. We have local offices in several countries, but this is where the real magic happens. A buzzing, vibrant space filled with talented individuals dreaming up and delivering amazing products for our clients. This Office of the Year award-winning space is home to our legendary after-work events, and as located in the heart of the city, putting us just steps away from some of the best restaurants, cafes, and bars around.