Take the lead in transforming customer experiences and supporting frontline teams, driving meaningful innovation and positive change across our organisation as our Frontline Improvement Manager!

This is what you will do

As a Frontline Improvement Manager you will take the lead in improving customer experiences while empowering frontline teams. This role is all about turning challenges into solutions, driving meaningful change, and enhancing satisfaction across the organisation. You will work collaboratively with diverse teams and bring your expertise to an improvement program recognised company-wide.

Your role, your impact

You will act as the vital link between frontline service teams and other business areas, ensuring feedback is transformed into actionable improvements. Combining strategic thinking with hands-on problem-solving, you will make a real difference for both customers and colleagues.

You will be responsible for identifying, designing, directing and implementing customer-focused improvements to boost satisfaction for both customers and the frontline. To achieve this, you’ll work closely with stakeholders—including IT DevOps teams, network, marketing and more—to implement changes swiftly and effectively within a structured program.

What you will do

• Refine the frontline feedback loop
  Continuously enhance the feedback process to ensure frontline insights lead to real improvements.
• Turn feedback into action
  Gather and analyse input from frontline teams, with occasional visits to locations (<5%) to stay connected.
• Tackle what matters most
  Collaborate with teams to identify customer challenges, design effective solutions and prioritise impactful fixes.
• Lead with vision
  Define organisational goals, align priorities across departments and monitor progress to ensure the program delivers success.
• Collaborate for impact
  Partner with IT DevOps, network, marketing and other teams to implement changes quickly and effectively.
• Champion change
  Communicate progress and insights to senior leaders, fostering accountability and celebrating successes.

This role offers a fantastic opportunity to make a meaningful impact, work closely with dynamic teams and transform the way we serve our customers and support our people. If you are ready to lead with purpose, this is the role for you!

Together we are

We are Odido, the new provider of mobile, fiber optic and TV. And with almost 2,000 colleagues, we show that telecom can be improved. Because technology is for everyone. Wherever you come from, wherever you go. With Odido everyone participates in the digital world. That is our ambition. Everyone at Odido helps to build a brand that is human, optimistic and progressive.  

Is that really something for you? Then we might fit well together. 

This is what we stand for

Our name - you can also read it from back to front - consists of different shapes. Which together are one. Because that's how we look at the world around us. As a place where people, no matter how different, move forward together. We're there for each other. We always look at opportunities. We celebrate diversity and are committed to an inclusive work environment with equal opportunities for all. That sounds good of course. But we don't stop at fine words: at Odido we are a recognized Top Employer. A confirmation that we are proud of. 

What we offer.

• Good salary and variable bonus scheme;
• Hybrid working;
• A progressive pension scheme;
• 30 vacation days (if you work for us full-time) and an extra day off after Ascension Day;
• Redeemable holidays;
• An Odido subscription;
• Real growth opportunities;
• Personal annual learning budget and over 200 digital training and courses;
• Workshops, learning weeks, annual ski trip, fun outings and parties.

You bring this

• Master’s degree and significant experience in high-responsibility roles;
• Strong attention to detail with the ability to rethink and challenge existing processes to enhance customer journeys;
• Approachable and resilient, with the ability to collaborate effectively with frontline agents, IT teams and senior management;
• Proven competence in driving collaborative change across an organisation, supported by robust change program management skills;
• Excellent communication skills to engage with executives, staff and frontline teams, ensuring ideas and progress are clearly communicated;
• Innovative mindset driven by a passion for improving both customer and frontline experiences;
• Fluent in Dutch and English, enabling seamless communication across diverse teams.

Learn every day

At Odido we learn every day. All of us. You are responsible for your own development. That is why you decide how, what and when you learn. We have more than 200 digital training courses with which you can work on professional and personal goals. We don't do old-fashioned performance reviews and assessments. You keep your manager and colleagues informed of your goals and progress. You are in control. 

Press on the button

Are you as excited about Odido as we are? Then we are probably a good match. We are looking forward to meet you! You can apply via the application button. Done in a minute!