Baukje Zitman

I am an experienced COO and Head of Operations, leading international teams in Service Delivery, Customer Experience (CX), and Operational Transformation. I specialize in turning complex challenges into streamlined processes that drive measurable business impact.

My expertise includes

• Global Service Delivery & Operations Management
• Customer Experience (CX) Transformation
• Process Improvement & Operational Excellence (Lean)
• Digital & SaaS Transformation
• KPI & Data-Driven Decision-Making
• Service & Support management systems (Salesforce Service Cloud, Zendesk)
• Change Management & Cross-Functional Leadership

Key achievements

• Led global Salesforce Service Cloud implementation, increasing NPS by +35 points
• Restructured international claims department, reducing lead times and improving employee engagement by +20 points
• Implemented data-driven dashboards and KPI frameworks, enhancing operational visibility and strategic decision-making

Available for interim, freelance, and executive assignments in SaaS, software, and technology-driven organizations. I help companies optimize service delivery, improve operational efficiency, and lead transformative initiatives with impact.

I am an experienced COO and Head of Operations, leading international teams in Service Delivery, Customer Experience (CX), and Operational Transformation. I specialize in turning complex challenges into streamlined processes that drive measurable business impact.

My expertise includes

• Global Service Delivery & Operations Management
• Customer Experience (CX) Transformation
• Process Improvement & Operational Excellence (Lean)
• Digital & SaaS Transformation
• KPI & Data-Driven Decision-Making
• Service & Support management systems (Salesforce Service Cloud, Zendesk)
• Change Management & Cross-Functional Leadership

Key achievements

• Led global Salesforce Service Cloud implementation, increasing NPS by +35 points
• Restructured international claims department, reducing lead times and improving employee engagement by +20 points
• Implemented data-driven dashboards and KPI frameworks, enhancing operational visibility and strategic decision-making

Available for interim, freelance, and executive assignments in SaaS, software, and technology-driven organizations. I help companies optimize service delivery, improve operational efficiency, and lead transformative initiatives with impact.

Academic, Corporate Law, LL.M.