Head of BPO

We are looking for a Head of BPO to scale, optimize and elevate our outsourced operations across Belgium, the Netherlands, France and our potential upcoming expansion into the UK or in the future other countries. You will build and manage high-performing BPO teams, standardize processes across regions, ensure compliance and efficiency, and drive a premium customer experience across all outsourced services.

Are you passionate about operational excellence, customer contacts and ready to shape the way we scale across Europe? Keep on reading!

👋 Meet Zero Friction: the sidekick of Europe’s energy heroes

We are a fast-growing SaaS scale-up on a mission to make the energy transition easy, fair and frictionless. Our platform empowers heating and cooling suppliers to automate billing, cost allocation, and customer management—so they can focus on what truly matters: delivering reliable, affordable energy to communities.

At Zero Friction, we don’t just build software—we build superpowers for our heroes. By removing hassle and enabling transparency, we help suppliers lead the way to a sustainable future. Collaboration, innovation and bold thinking are at our core. Ready to fight friction with us? 🚀

Why this role matters

As our Head of BPO , you will be the architect of Zero Friction’s operational backbone across multiple European markets. You ensure that key outsourced services—meter validation, billing, cash collection and customer service—run smoothly, cost-effectively and consistently across Belgium, the Netherlands, France and our first steps into the UK.

Your work lays the foundation for future expansion into new regions such as Germany, Austria, Switzerland and the Nordics. By building the right teams, processes and partnerships, you directly impact operational performance, customer satisfaction and our ability to scale sustainably across Europe.

🤓 Your mission

• Develop and execute a regional BPO strategy that supports growth across BE, NL, FR and the UK, while preparing for future expansion into DACH and the Nordics.

• Set up and scale local BPO teams in existing and new markets, ensuring effective deployment of meter validation, billing, collections and customer service operations.

• Standardize and optimize processes and workflows to ensure consistency, quality and efficiency across countries.

• Lead and coach multiple operational teams,

• Establish and track KPIs and SLAs, ensuring teams meet performance targets and continuously improve.

• Use technology and automation (including AI) to increase efficiency and streamline outsourced operations.

• Ensure all BPO activities comply with local regulations, cultural expectations and industry standards across the countries we operate in.

• Collaborate closely with CEO, Sales, Product, Finance and HR to align BPO operations with company strategy and market needs.

• Guarantee a consistent, customer-centric experience across outsourced services in all active regions.

👂 Does this sound like you?

• Experienced in BPO leadership, outsourced operations or large-scale service delivery—preferably in energy & utilities, billing or customer service environments.

• Skilled in building and scaling regional or multi-country teams and managing vendor relationships.

• Strong expertise in process standardization, operational excellence and continuous improvement.

• Able to navigate cultural nuances, regulatory requirements and diverse customer expectations across European markets.

• Excellent communicator and collaborator—comfortable aligning multiple teams and stakeholders.

• Analytical, KPI-driven and confident in making data-informed decisions.

• Natural leader who inspires, coaches and elevates diverse operational teams.

• Proactive, resilient and excited by the challenge of scaling operations across regions.

• Fluency in Dutch, English and French required; additional languages are a strong plus.

🤝  What's our offer?

• A strategic, high-impact leadership role in a fast-growing SaaS scale-up shaping the energy transition in Europe.

• The opportunity to build and scale a BPO function across multiple European markets.

• Hybrid work setup with flexibility in hours and location.

• A highly collaborative, ambitious and friendly team culture.

• Competitive salary, leadership-level benefits and growth opportunities.

• The chance to directly influence Zero Friction’s expansion into new European regions.

🤩  Excited?

If this role energizes you and you match most of the profile, we want to hear from you. At Zero Friction, potential and passion matter more than checking every box.

Apply now and help us make energy simple, transparent and frictionless—across Europe 🚀

Zero Friction is an equal opportunity employer. We celebrate diversity and welcome applicants from all backgrounds.