Operation Senior Manager

Overview

This senior management role involves leading teams and optimizing operational processes to align with strategic business goals. The position requires a data-driven approach, client engagement, and integration of technologies to enhance overall operational performance.

Key Responsibilities

• Lead and inspire high-performing teams, guiding operational design and strategy based on data insights.
• Develop and maintain strong client relationships by understanding their requirements and proactively delivering solutions.
• Drive improvements in operational efficiency, resource allocation, quality standards, and performance tracking.
• Manage the profit and loss aspects of business operations, focusing on revenue, margins, billing, seat utilization, and client retention.
• Identify growth opportunities in the market and collaborate with sales and marketing to expand the business.
• Champion adoption of new digital tools and technological solutions that boost productivity and workflow efficiency.
• Lead cross-functional strategic planning projects, including budgeting, expansion planning, service design, cost control, and recruitment strategies.

Qualifications

• At least 10 years of experience in relevant operational roles.
• Proven track record in senior operations positions in BPO, contact center, or customer experience environments.
• Excellent communication skills, stakeholder management capabilities, strong problem-solving, and analytical critical thinking.
• Focus on operational excellence and technology-driven improvements.
• Fluent in English; knowledge of German is advantageous.
• Ability to work onsite with flexible hours.
• Bachelor's degree in business management or a similar field is preferable.