Head of Operations - Netherlands

Head of Operations, Netherlands

The Netherlands is one of Flatpay's most important growth markets, and operations is the engine that makes the rest of the business possible. We're looking for a Head of Operations to build that engine - and run it.

This is a hands-on leadership role. You'll own the operational backbone of Flatpay NL - merchant onboarding and KYC, customer support, logistics and provisioning, payout operations, facilities, and compliance with Dutch and EEA regulation. You'll build the local ops team, set the standard for how we work, and stay close enough to the day-to-day to spot what's broken before anyone else does.

You'll sit at the NL leadership table, and you'll be one of the people who decides what "good" looks like as the market scales.

Role: Head of Operations, Netherlands
Reports to: Managing Director, Netherlands

What you'll do

• Own the end-to-end operational performance of Flatpay NL: onboarding, KYC, CS, logistics, payouts, and facilities
• Build, hire and coach the local ops team - from frontline CS and onboarding agents through to team leads
• Run operational KPIs (onboarding time, KYC sendback rate, CS response time, payout accuracy) and drive them in the right direction every month
• Make sure we stay compliant with Dutch and EEA regulation - KvK, UBO, PSD2/IFR, surcharge rules - without slowing the business down
• Partner closely with Sales on the merchant journey, and with Finance and Compliance on processor relationships and payout flows
• Improve processes constantly. Where something's manual and stupid, automate it. Where something's broken, fix it this week, not next quarter.
• Keep the Amsterdam office running well as we grow into it

What we're looking for

Must-haves

• 3+ years in operations, with at least 2 leading a team
• Background in payments, fintech, banking ops, or another high-volume, high-growing environment
• Comfortable with data - you can pull a report, spot the anomaly, and act on it
• Fluent in Dutch and English

Nice-to-haves

• Direct experience with merchant acquiring, terminal provisioning, or processor relationships
• Scale-up experience where processes were still being built around you
• Comfort using AI tools to speed up operational work
• Strong working knowledge of Dutch compliance (KvK, UBO) and EEA payments rules (PSD2, IFR, surcharge)

Who you are

Ambitious. You want to win. You're not looking for a 9-to-5. Humble. You're driven without ego, and you make the team better. Sharp. You think fast, read people well, and learn quickly.

What we offer

• A seat at the NL leadership table from day one
• Real ownership - no politics, no bureaucracy
• A fast career path. We promote from within.
• An international team across 7+ markets

About Flatpay

Flatpay is one of Europe's fastest-growing fintech companies. Our mission is to make card payments fair, transparent and stress-free for small and medium-sized merchants.

Flatpay is dedicated to innovating the market for payment solutions and financial services in the SME segment with customer-centric and transparent services.