Service Operations is the operational core of Verne - the point where everything we build meets an actual rider. Every other function exists to support what this role owns: the live commercial service, the KPIs it runs on, and the Voice of the Customer that feeds improvement back into every other pillar. As Verne scales from one live city to Manchester, Berlin, and beyond, this role holds one Verne service standard across every market.

Who are we?

At Verne, we're building an ecosystem to progress our society through a journey of curiosity and innovation. Named in honor of Jules Verne "the man who invented the future,". We are the first European solution for autonomous journeys. We adopt an integrated approach, including vehicle design, infrastructure development, and the full digital experience.

As a growing startup, we thrive on curiosity, innovation, and bold ideas. If you’re ready to make your mark in a fast-paced, dynamic environment, this could be the role for you.

What will you do?

• Own the operational performance of Verne’s live commercial service across every live market - service availability, trip completion rate, wait time, Uber-agreed service KPIs, and NPS. This is the scorecard the CEO and the Board judge the service by.

• Lead the four Service Operations functions centrally from Zagreb: Remote Assistance, Customer Support, Service Planner (road network and ODD execution), and Service Performance (the analytical function that makes the service better every week).

• Own the Voice of the Customer loop - capture every rider signal, feed it into QCDMS improvement, and hold every other function at Verne accountable for closing it.

• Manage the Head of Business Operations, who holds commercial planning, pricing strategy, P&L per market, and budget. Ensure commercial and operational decisions are made in the same conversation, not in separate ones.

• Set the operational standard that every live market delivers against, and enforce it. A rider in Manchester should experience the same service quality as one in Zagreb.

• Own the release-to-service handover with Fleet Operations. Fleet Ops readies vehicles; from the moment of release, you are accountable for what happens on the trip.

• Act as the senior escalation point for cross-market operational issues, including partner-side escalations from Uber and technical escalations to Pony that touch the live service. Represent Verne at operational Steering Committees.

• Build the leadership team beneath you to a standard that lets you focus on the strategic work - not on running the daily operation yourself.

What do you need to succeed?

• 12+ years in operations leadership, with a period as a General Manager, Director of Operations, or equivalent in a scaled consumer service - mobility, rideshare, delivery, marketplace, hospitality, or logistics.

• Personally accountable for a live service KPI scorecard that the CEO reviewed weekly. Not a strategy or PMO role dressed as operations.

• Experience scaling operations across multiple markets or sites, holding consistent standards across geographies without stifling local operating context.

• Comfortable owning both the operational and commercial P&L levers - a service KPI scorecard and a market P&L, or worked closely enough with a commercial peer to understand how they trade off.

• Strong analytical foundation and genuine customer instinct - you can interrogate a BI dashboard to find root cause, and you have built or led a Voice of the Customer function before.

• Hands-on operator - you will personally review incident post-mortems, walk the Customer Support floor, and take a Remote Assistance shift when needed. This is not a role to lead from a boardroom.

• Executive presence - able to hold your own with the CEO, the Board, Uber leadership, and Pony leadership. This role represents Verne externally.

• Fully professional and fluent in English. Additional European languages (German, Croatian) are a strong advantage given the expansion plan. Willing to travel to live markets on short notice when operational escalations require it.

Success in role

• The service KPI scorecard (availability, completion, wait time, Uber-agreed KPIs, NPS) is trusted by the CEO and the Board - not questioned, not caveated.

• Every live market meets the same standard - a rider in Manchester experiences the same service quality as a rider in Zagreb, and the numbers confirm it.

• The Voice of the Customer loop is closed - issues raised by riders are demonstrably changing what Engineering, Product, Fleet Ops, and Partner Program actually do.

• The Head of Business Operations is running commercial planning well enough that operational and commercial decisions are made together, not reconciled after the fact.

• You have built a leadership team beneath you that can hold the standard without your daily involvement - freeing you to lead the function, not run it.

• You are considered by the CEO and Board as a credible successor to the COO if that day ever comes.

What’s in it for you?

Joining Verne means becoming part of a team shaping the future of autonomous mobility. Here’s what we offer:

• The chance to collaborate with experts from 20+ industries.

• Ownership of your projects, with the freedom to innovate and take initiative.

• A culture of transparency, feedback, and open communication.

• Comprehensive financial and wellbeing support designed to meet diverse needs.

• The excitement of working in a fast-growing startup where your ideas truly matter.

How can you apply?

If this role and our mission resonate with you, hit the Apply button! We typically review applications within 3-4 business days, but since we want to give each one the attention it deserves, please allow a little extra time if needed. Once we've had a chance to fully evaluate your submission, we’ll reach out with details about the next steps.

If shortlisted, here’s what to expect:

1. An initial HR interview focused on culture fit.

2. A technical interview with the Hiring Manager.

3. A final interview with C-level.

Not sure if this role is the right fit?

We’re always looking for creators who challenge the status quo and aren’t afraid to take the lead. If that’s you, explore our story - we might have other opportunities that spark your interest.

Verne (Project 3 Mobility) is a company comprised of people with different qualities and backgrounds, because we believe our differences make us stronger. That is why we evaluate qualified applicants fairly and equally, without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, familial status, and other legally protected characteristics. All applications will be considered in accordance with the regulations of personal data protection.