Operation Manager

Become Our Next Operations Manager!

The Operations Manager is responsible for leading, developing, and managing a group of Managers to ensure the successful delivery of services across multiple customer accounts. This role plays a critical part in aligning service strategy with business objectives, ensuring consistent operational performance, driving improvements, and maintaining high standards of customer satisfaction.

Responsibilities:

• Provide leadership and support to the team, ensuring they meet service expectations;
• Drive excellence in service delivery, aligning with KPIs, SLAs, and contractual obligations;
• Support service scoping, onboarding, performance reviews, and customer engagement;
• Act as escalation point for service issues, ensuring quick resolution;
• Collaborate with cross-functional teams to optimize service delivery;
• Monitor service metrics and lead performance improvement initiatives;
• Develop and standardize processes, reporting tools, and best practices;
• Ensure consistency in service documentation, SOPs, and knowledge management;
• Lead by example to promote a culture of customer centricity and continuous improvement;
• Build strong customer relationships, ensuring alignment with customer goals.

Requirements

• Bachelor's degree in Business, Operations, or related field (or equivalent work experience);
• 5+ years of experience in service delivery, customer operations, or BPO;
• 3+ years in a leadership or people management role;
• Excellent communication skills in English;
• Excellent Knowledge of Microsoft Office products;
• Previous experience with a CRM tool (e.g. Salesforce, Zendesk, AWS, Microsoft Dynamics…);
• Sharp eye for detail and a commitment to quality;
• Excellence in organizing, time-management, and problem-solving.

Benefits

• Competitive salary;
• Cafeteria;
• Paid training;
• Team building and free time activities;
• Modern office environment.