Market Support & Operations Lead

About the role

We are looking for a Market Support & Operations Lead to drive the successful launch and stabilization of our Retail of the Future markets across Europe. You will work in an international, fast‑paced environment, collaborating with multidisciplinary teams to ensure smooth transitions from project preparation to steady‑state operations.

Key responsibilities

• Support the introduction of the support structure blueprint, defining roles, responsibilities, and organizational setup for pre‑Go‑Live market transformation.
• Coordinate Hypercare activities before and after Go‑Live, ensuring readiness of situation‑room participants and implementing the Hypercare collaboration model.
• Identify, enable, and manage Single Points of Contact (SPOCs) and support teams, acting as the main market liaison during the initial post‑Go‑Live phase.
• Drive end‑to‑end ticket escalation management, prioritising urgency, routing issues efficiently, and designing sustainable escalation processes and tools.
• Serve as the bridge between support functions and markets, providing regular status updates and presenting progress in recurring meetings.
• Operate within a SAFe (Scaled Agile Framework) environment, contributing to sprint planning, defining objectives, and supporting continuous improvement.

Required profile

• Team player with a strong collaboration mindset and ability to foster team spirit across diverse groups.
• Excellent communication and presentation skills, capable of conveying complex topics clearly.
• Proactive problem‑solver with strategic thinking and solid project‑management capabilities.
• Resilient and adaptable, able to manage multiple stakeholders in a dynamic setting.

Required skills

• SAFe (Scaled Agile Framework)