Arbetsbeskrivning

Location: Stockholm (Hybrid/Remote-first). We’re a remote-first team, but for this role we prefer someone based in Stockholm who can join occasional in-person meetings.

Why Tiptapp

Tiptapp turns idle car space into same-day delivery power. Our marketplace lets anyone move, deliver or recycle items quickly while cutting CO₂ if you live in Stockholm, London, Berlin or Lisbon. Since 2020 we’re profitable and are gearing up for continued expansion. We’re backed by early investors in Spotify and Klarna.

The Opportunity

We’re looking for an Interim Head of Operations to cover parental leave. In this role, you’ll step into a key position within Operations — the team responsible for ensuring that what we promise actually happens, from support and incident handling to partner relationships, supply management (our helper ecosystem), insights, and continuous improvement.

You’ll lead and coach the Operations team, including two Support Specialists, one Supply Manager, and our outsourced support partner. You’ll take ownership of driving our existing Operations strategy forward — working with established KPIs, priorities and frameworks, and ensuring that the strategy is translated into clear, ongoing execution across Support and Supply.

You’ll lead and coach the support team, drive our customer experience and AI-driven improvements, and manage scalable operational processes across the organisation. You’ll also ensure smooth cross-functional handling of feedback, insights, and operational issues.

You will work closely with founders, product, commercial, and support & supply. The ideal candidate combines strong system understanding with sharp execution — someone who quickly identifies what needs to happen and ensures it gets done.

We’re looking for someone who brings structure, momentum, and clarity to a fast-moving organisation. This role suits someone who thrives in ambiguity, builds trust quickly, and enjoys improving processes while keeping day-to-day operations running smoothly.

While this is initially a parental leave cover, Tiptapp is growing fast — and for the right person, there are often opportunities to stay on in other capacities.

What you’ll do

• Quickly understand how we work.
• Get up to speed on our systems, workflows, team setup, operational structure, and the existing Operations strategy — including our KPIs, priorities and decision frameworks. Identify where things break, stall or lack ownership.
• Lead and support the team.
• Provide day-to-day guidance, unblock the team when needed, ensure clarity on priorities, and maintain a healthy operational rhythm across Support and Supply.
• Identify and fix inefficiencies.
• Spot gaps in support processes, feedback flows and compensation routines. Turn these into actionable improvements that increase quality, reduce friction and enable scale.
• Step in where needed.
• Temporarily own ongoing improvements across support, supply, operations and AI projects. Ensure momentum on documentation updates, workflow refinements, team priorities, automation initiatives and cross-functional issues.
• Create structure and visibility.
• Follow up on KPIs, operational metrics, trends and customer insights, and ensure progress against our existing Operations strategy and priorities. Make performance, problems and impact easy to understand for the wider organisation.
• Document and clarify.
• Update and create clear guides, FAQs, compensation principles and internal process documentation. Ensure workflows are consistent, repeatable and scalable.

About you

• You’re a structured, self-directed generalist with at least 5 years of experience in operations, support, or similar process-heavy roles — ideally with leadership responsibility. You’re comfortable stepping into complexity, bringing clarity, and driving progress without needing much direction.
• You have strong system understanding and quickly grasp how things work (and don’t work) inside an organisation. You spot inefficiencies fast and turn them into clear, practical improvements.
• You communicate confidently across functions, build trust quickly, and collaborate well with founders, product, tech and support teams.
• You’re comfortable managing and coaching a small team, keeping motivation, standards and workflows steady during the leave period.
• You work well with KPIs, create visibility, and support data-driven decisions. You don’t need to be a tool expert — just curious, logical and quick to understand dependencies. Above all, you have a bias for action and prefer momentum over perfection.

What we offer

☀️ 30 days’ vacation, 🏝 4.5 % pension, 🏃‍♀️ and wellness allowance

👩‍💻 Remote-first flexibility with an optional desk in Stockholm

🌱 The chance to cut urban CO₂ while building a category-defining marketplace