Director of customer success strategy & operations
•Writer· 9h
OperationsFull-time$213k-250kAmericas
9h ago
Marshmallow·9 days ago
We exist to make migration easy.
A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why, dismantle assumptions, and always take action to build a better way.
A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change.
If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more.
Move our mission, and your career, forward.
Our People Partners work closely with senior leaders as strategic thought partners. We bring data, judgment and deep ER and labour law expertise to decisions on structure, performance, change and culture. We’re there for leaders on the big, complex moments – from organisational redesigns and large‑scale operations changes to tricky people challenges, ensuring we balance business goals with doing the right thing for our people.
This People Partner role will be embedded in our Operations organisation in Budapest, partnering primarily with senior leaders in Customer Operations and supporting other local teams such as Claims and Engineering on Hungarian ER matters. Operations is one of the most complex and fast‑moving parts of Marshmallow, with around 200 people across Hungary and the UK. You’ll help leaders navigate growth, restructures and continuous improvement in a context where expectations are high, debate is healthy, and decisions have a real impact on our customers’ experience.
By joining a scale-up environment, we expect you’ll be excited about moving fast and adapting to change. And whilst your main focus will be partnering with senior stakeholders in Ops and leading on Hungarian ER, like all roles at Marshmallow, we will encourage you to collaborate with your teammates to find the best solutions and improvements to our people processes and ways of working, setting us up for long-term success.
Act as a strategic thought partner to senior leaders in Operations, shaping people strategies that support high‑performance, scalable teams
Provide confident challenge and coaching to Directors and their leadership teams, bringing data and insight to complex people decisions
Lead on employee relations matters in Hungary, applying strong local labour law knowledge while balancing risk and business impact
Drive and support organisational change initiatives
Partner closely with cross‑functional teams (including Claims and Engineering) on Hungary‑based people topics, escalating and collaborating where needed
Collaborate with the wider People team to align on processes, share best practice, and continuously improve how we support our Budapest hub
Significant experience as a People Partner / HR Business Partner partnering with senior leaders in fast‑paced, scaling organisations
Strong grounding in Hungarian labour law and employee relations, with proven experience managing complex ER cases, restructures and change programmes end‑to‑end
Experience partnering with large operational teams (e.g. contact centres, customer operations or similar) and comfortable working across multiple locations (primarily Hungary, plus some UK stakeholders)
A confident, thoughtful partner with strong personal integrity and sound judgement who isn't afraid to challenge senior leaders constructively, supported by your curiosity, intellectual sharpness and ability to use data to inform your judgement
The ability to balance legal risk, commercial needs and what's right for our people, while thriving in fast-paced, evolving environments where you enjoy complexity and are motivated by building better ways of working
Flexi-office working – Spend at least 2/3 days a week with your team in our Budapest office. The rest is up to you! 🏠
Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓
Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚
Competitive bonus scheme - designed to reward and recognise high performance 🌟
SZÉP card - Budget to spend on meals, leisure and accommodation 🏝
Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years 🌴
Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office ✈️
Medicover Blue package - An exclusive pass to top-notch healthcare services
All You Can Move membership OR Monthly BKK pass - Unleashing your inner fitness guru or having a hassle-free commute - we've got you covered!
Plus a monthly team social budget, bi-weekly office lunches and office tea, coffee and snacks!
Initial call with someone in the Talent team (30 mins)
A skill-based interview where you will discuss your previous experience etc. with someone from the People Team (1 hour)
A task based interview that will dig into your role in practice with one of our people partners and operational leaders (1 hour)
A culture interview to check that your work style fits our processes and values (1 hour)
We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give individual feedback on each application.
We are not in a position to offer sponsorship and/or a visa for this position.
At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.
We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.
We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.
We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.