Service Operations Manager, Regional

We’ve signed up to an ambitious journey. Join us! As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.

The Role As the Service Operations Manager (Regional) , you will join our Customer Service business unit to lead the operational management of all customer service activities within your designated region. Reporting directly to the Customer Service Director, you will oversee transport and parking customer accounts, ensuring exemplary service delivery and long-term relationship stability. This is a pivotal leadership position where you will act as a subject matter expert, guiding other Arrive business units in operational and bid management. Your scope includes driving high-performance standards across your team while collaborating with key stakeholders to transform the urban mobility experience.

How to make an impact

• Deliver exemplary service by maintaining strong customer relationships and ensuring high levels of client retention.

• Manage all Service Level Agreements (SLAs) at a senior level, acting as the primary escalation point for complex queries and face-to-face client meetings.

• Lead, develop, and motivate the Customer Service team through accountable performance measures and tailored training programs.

• Identify and implement continuous service improvements to optimize operational efficiency and quality.

• Support pre-sales and strategic growth by identifying and costing new business opportunities and managing service subcontractors.

• Champion a culture of safety and compliance, working with HSEQ Advisors to ensure all processes are audited and aligned with business goals.
  

About you

You are a collaborative and driven leader who thrives in demand-led environments. With a growth mindset and high emotional intelligence, you excel at navigating complex interpersonal dynamics and professionally managing contentious discussions. You are a problem-solver by nature, bringing a "can-do" attitude to every challenge and a tenacity that inspires your team. You value clear communication and are passionate about building a reputation for excellence within the transport and parking sectors.

Your background

• Proven track record of delivering outstanding customer service at a Senior Management level.

• Extensive experience managing operational customer service teams and overseeing contract SLAs.

• In-depth subject matter expertise in field service delivery within the parking or transport sectors.

• Strong financial aptitude with an understanding of budgets, contract costs, and resource allocation.

• Advanced communication skills and proficiency in core digital tools (Microsoft Office and Google Workspace).

• Exceptional time-management skills with a commitment to meeting deadlines in a fast-paced environment.

This role is based in Berlin.

About us Arrive, including brands like EasyPark, Flowbird, RingGo, ParkMobile and Parkopedia, is a leading global mobility platform. Present in over 90 countries and 20,000 cities, the company helps people and decision-makers make smarter decisions about urban mobility and ease the experience of travel worldwide. Arrive delivers a unique combination of the core ingredients to make cities more livable: from smart payments and optimized car parks to data-driven traffic reduction and support for reinvestment in public transport and green space. It’s about more than function, it’s about saving time and simplifying the experience of travel for everyone. Travel is more than a journey, it’s how you Arrive.