Head Of Operations

Head Of Operations – KOST Software GmbH

KOST Software develops practical digital solutions for gastronomy businesses, large kitchens, and institutions in the field of community catering for over two decades. With a modular product portfolio including inventory management, KOST POS cash register system, and cashless payment system, KOST digitizes all processes around purchasing, storage, production, and settlement – seamlessly integrated and future-proof. KOST has been part of the Everfield Group since September 2024 and is based in Graz.

KOST is growing and we are looking for a Head of Operations (m/w/d) who will be responsible for the entire customer-side value chain: from implementation to ongoing support, retention, and expansion. You will be the central interface to Sales, Product, R&D, and Finance – and the voice of the customer in the company.

Your Tasks

• Building and developing a scalable operations organization (Customer Support 2nd–3rd Level & Professional Services)
• Developing a structured service portfolio including prices, SLAs, and performance modules
• End-to-end responsibility for all customer implementations – from kickoff to go-live
• Controlling team capacities, project profitability, and margins
• Defining and optimizing all support processes and controlling relevant KPIs (SLAs, CSAT, FCR, Time-to-Resolution)
• Building a modern support infrastructure including automation and AI-supported solutions
• Close cooperation with Sales, Product, and R&D as a structured feedback channel
• Budget responsibility and data-driven control of the entire operations area
• Professional and disciplinary leadership of the team leads from Support and Professional Services

Who We Are Looking For

• Several years of leadership experience in an operations role, ideally in the B2B software or SaaS environment
• Proven success in building service organizations and project management
• Strong commercial thinking with a focus on margin, retention, and customer satisfaction
• Experience in data-driven management of teams and processes
• Fluent German and good English