Customer Service Operations Lead – Maternity leave cover (f/m/d)

Patagonia is an outdoor apparel company founded in 1973. At a time when all life on earth is under threat of extinction, we aim to use the resources we have—our business, our investments, our voice and our imagination—to influence changes needed to protect our planet. A registered B Corporation and founding member of 1% for the Planet, Patagonia is recognised internationally for its commitment to product quality and environmental activism, contributing over $145 million in grants and in-kind donations to thousands of grassroots environmental groups around the world.

Customer Service Operations Lead – Maternity leave cover (f/m/d)

Your role:

We’re in business to save our home planet. The Customer Service Operations Lead ensures the efficiency and accuracy of our Direct-to-Consumer service operations by managing order-related workflows, troubleshooting system and process issues, and coordinating cross-functional improvements. The role leads the Order Management Team (OMT) and drives operational readiness across outbound logistics, returns, repairs, and finance-related activities such as refunds and fraud handling. The role contributes to short-term execution and medium-term process development by maintaining documentation, resolving issues, and preparing for seasonal volume shifts.

Main tasks:

• Operational issue handling and customer communication Manage daily operational activities on order-related workflows for the Direct-to-Consumer channel including outbound logistics, returns, fraud management, finance-related cases (e.g. refunds, failed payments), GDPR requests management and repairs. Proactively monitor workflows and resolve issues using system knowledge, or stakeholder involvement, and ensure procedural accuracy across all touchpoints. Lead mass customer communication during issue resolution.
• System and process maintenance Monitor internal systems for errors and maintain service workflows and documentation. Identify recurring issues and collaborate with internal stakeholders to ensure updates are implemented to maintain operational continuity and accuracy.
• Workflow execution, troubleshooting and fraud management strategy Oversee back-office workflows for the OMT, including returns, order updates, and complex case handling, including fraud management. Collaborate with eCommerce operations in defining and implementing a Fraud strategy for EMEA.
• Peak season and readiness planning Prepare and execute operational plans for high-volume periods. Maintain accurate documentation, identify knowledge gaps, adjust operational customer-facing communication and collaborate with Training & Quality to ensure team preparedness and process resilience.
• Team Management and development Guide three direct reports through daily task prioritisation, performance feedback, and development planning. Ensure team output aligns with service expectations and operational standards.
• Process improvement and roadmap contribution Identify and implement process improvements across customer service operations, with a particular focus on order management flows. Contribute to the 1–3-year Customer Service Operations roadmap by proposing scalable solutions that reduce manual work, enhance service quality and support the Marketplace and broader EMEA goals.

What we’re looking for:

• An inclusive mindset
• Minimum 2 years of experience in customer service combined with a team management experience (including but not limited by team guidance and task prioritisation)
• Full understanding of customer service operations and order management team workflows across finance, logistics, repairs, and returns
• Strong PC skills, experience using Customer Service systems and tools.
• Experience in issue resolution and troubleshooting, used to identify, resolve, and implement fixes for system and workflow-related challenges in collaboration with IT and internal stakeholders
• Full understanding of process documentation and operational readiness, used to maintain accurate workflows and prepare the team for seasonal volume shifts and procedural updates
• Cross-functional collaboration experience and good stakeholder management skills
• A love of the outdoors
• An interest in saving our home planet and making a positive impact through your work

Other important details:

• This is a temporary full-time position based in Amsterdam starting from February and untill November 2026
• We have a hybrid work model, working from home for moximum 3 days per week