About us

Mission

At Evy, we strive to transform the insurance and services industry for the better. Our mission is simple: create the best product protection & repair experience ever, and help merchants offer it to their customers.

Team

We're a growing team of 50+ people and our founders have diverse backgrounds: Simon (ex-McKinsey) is our CEO, Shana (ex-Apple) our CTO, Tanguy (ex-Qonto) our CPO, and Benjamin (ex-Oney) our CRO.

Product

Our product takes several forms. For merchants, we've built an API-first solution that lets them offer product insurance and services to their customers, as well as a dashboard to monitor key metrics. For customers, we've designed a simple (and fast ⚡️) claims experience.

Tech & Insurance expertise

Tech - Our APIs are built to handle billions of requests while ensuring a very low response time. Providing a highly performant, stable API is mission critical to our integration in leading marketplaces and retailer platforms.

Insurance - Being able to adapt to different geographies, regulations, and customer needs is critical to the success of our partnerships. Remaining on top of all these topics while keeping our speed and agility is key.

Head of Operations

The Head of Operations at Evy is responsible for overseeing the overall process from contract execution to tracking key operational domains, excluding Contract Definition, Sales, and Key Account Management. This role is vital for ensuring efficiency and effectiveness across our multi-country operations. The Head of Operations must dive into details and find solutions independently, such as addressing new claims and tracking costs. Key responsibilities include managing people, monitoring key performance indicators, collaborating on tech and product development, overseeing partners and financial tracking, and supporting business development efforts.

Key Responsibilities

The Head of Operations will have 5 key domains of activities :

1. People Management

   • Recruitment: Ensuring we have the right people (skills and numbers) to treat all requests
   • Training: Training all claims handlers when they arrive and when we sign new clients with different products
   • Culture: Ensuring that people in PLN feel part of the Evy adventure

2. Monitoring

   Operations measured by 3 KPIs: repair rate, repair costs, CSAT (End-user & Customer).

   • Service Level Agreement (SLA): Tracking response times, such as time to the first message, time to claim closure etc.
   • Cost Management: Monitoring the cost of claim treatments, including shipment costs, repair costs with partners, repair costs with Evy the park (Spare parts, and/or Labor), and personnel costs
   • Customer and Partner Satisfaction: Tracking customer happiness and partner happiness through account management reports
   • Compliance warranty: Ensuring that all claims are in line with jurisdiction and legal requirement of a designated country

3. Tech and Product

   • Serving as the counterpart for the Product Manager on all operational things, helping them identify relevant features and prioritize them to accelerate the automation of our center and thus the level of quality
   • Build relevant dashboard to track live if possible the evolution of claims request

4. Partners & others

   • Payment Tracking: Monitoring the cost and number of outstanding payments (e.g., Stripe SEPA), and the cost and number of Stripe top-ups, and how they are billed to the insurer
   • Treasury: Collaborating with CFO for PL treasury tracking
   • Manage the relationship with shipment carriers and continuously strive to obtain better prices and time to delivery

5. Business Development

   • Support: Supporting business development efforts by pricing operational requirements and conducting capacity analysis to ensure we can successfully offer our services to clients
   • Benchmarking: Benchmarking against best practices and gathering insights from other businesses to continually challenge the status quo and improve our operational team

Key Skills and Qualities

1. Problem Solver Mindset: A proactive, "go-get-it" attitude is essential. As Evy is a new company with many challenges and opportunities, we need individuals who can independently find and implement solutions
2. Attention to Detail: This role requires a hands-on approach to every operational aspect, with a particular emphasis on user-facing CRM and communications. The ability to perform tasks better than those you oversee is crucial
3. Data-Driven Mindset: Analytics should be at the core of your responsibilities. Everything must be tracked to monitor performance and operational efficiency
4. Business Sense: A strong understanding of how our business operates, generates revenue, and sustains profitable growth is vital(cost control). This includes both current and future operations
5. People Skills: Effective communication and relationship management are key. You must be able to adapt your communication style to various levels, including partners, procurement activities, and team members in our Warsaw office