Head of Central Operations

About the Company

mitte is a boutique Padel club passionately driven to make Padel a central part of everyday life. They offer premium playing conditions and a stylish atmosphere aimed at a dynamic, modern community. Their indoor clubs are strategically located within 15 minutes reach in urban centers, providing a seamless and hospitable experience supported by fully automated systems and excellent community leadership. The interiors are designed by renowned boutique architects, reflecting their ambition to become the global brand leader in premium Padel.

Role Overview

The Head of Central Operations translates the company's strategy into a scalable operating model encompassing systems, standards, and processes applicable across clubs, teams, and locations. Reporting to the COO and collaborating closely with the founders, this role oversees Central and Customer Operations, builds the operational infrastructure, and ensures consistent service excellence across all sites.

Key Responsibilities

• Develop and own the Operating Model defining how each club operates, including standards, SOPs, governance, reporting, onboarding, and training, continuously improving it based on operational insights.
• Manage the technology stack that supports operations, from booking systems to workforce management, aiming for a unified scalable IT environment that enhances player and staff experience.
• Enhance the centralized supply chain and logistics structure, overseeing supplier relationships, contract negotiations, and leveraging scale for quality and cost efficiency.
• Build scalable facility and property management focused on preventive maintenance, asset management, and compliance with operational, safety, and quality standards across all locations.
• Implement and continuously refine quality systems incorporating audits, mystery guest programs, and structured processes to ensure adherence to operational standards and identify improvement areas.
• Collaborate with club teams to analyze operational performance, derive process and systems improvements, and integrate daily learnings into the operating model.
• Design scalable customer operations integrating AI, self-service options, automation, and personal support to deliver excellent member experiences with operational efficiency.
• Lead cross-functional coordination with Product, Brand, Finance, and People teams to ensure strategic decisions translate into scalable operations.

Unique Aspects of the Role

• Opportunity to build the operational backbone supporting hundreds of clubs’ efficient management across Europe.
• Your work will lay the foundational systems, standards, and processes enabling mitte’s growth trajectory.
• Direct interaction and collaboration with COO and founders, enabling agile decision-making and influence.

Candidate Profile

• 6 to 8 years of experience in operational leadership, ideally within a rapidly growing multi-site company.
• Proven expertise leading blue-collar and frontline teams across multiple locations.
• A strong commitment to standardization, scalability, and process-driven operations rather than ad hoc solutions.
• Experience building, implementing, and institutionalizing multiple operational systems organization-wide.
• Analytical skills to translate data into operational decisions and system optimizations.
• Structured and pragmatic approach able to perform effectively in fast-paced, ambiguous, and changing environments.
• Exceptional leadership and communication capabilities, with the ability to connect diverse stakeholders and drive successful change initiatives.

Benefits

• Become part of an ambitious growth story aiming to be Europe’s largest Padel operator, with meaningful responsibility and the chance to shape the future.
• Work from a central Berlin office designed for productivity and open collaboration, with complimentary snacks and drinks.
• Use modern equipment including a MacBook and all necessary tools to excel in your role.
• Close cooperation with company founders, gaining insights into strategic decisions and structural developments.
• Competitive salary package with sustainable career progression opportunities.
• Company-provided exclusive adidas mid-team wear uniform.
• Access to regular Padel matches on onsite courts promoting physical well-being and balance.