Position: Senior Operations Manager

Location: Timisoara, Romania

Work model: On-site

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Oversee and manage all operational activities, ensuring alignment with the signed Statement of Work (SOW) and company objectives.
• Lead the performance of the program, driving adherence to SLAs, KPIs, and fostering a culture of continuous improvement.
• Improve the effectiveness and efficiency of cross-functional support services (Recruitment, Training, Quality, HR, IT, Finance) through enhanced coordination and communication.
• Implement and monitor quality control measures to ensure that deliverables meet high standards and drive team performance.
• Spearhead initiatives and process improvements that contribute to the long-term success and operational excellence of the organization.
• Contribute to the development and presentation of business development proposals, influencing strategic direction.
• Set operational objectives and manage the delegation of tasks to Team Leads, ensuring optimal productivity, skill development, and customer satisfaction.
• Actively participate in both short-term and long-term strategic planning as a senior member of the management team.
• Balance the needs of key stakeholders, aligning team efforts with overall business goals and objectives.
• Manage and motivate Team Leaders and Associates, driving performance to consistently meet or exceed SLAs and KPIs.
• Lead and deliver complex client engagements, identifying and implementing creative and effective business solutions.
• Regularly engage in customer reviews, forecasting, and planning sessions for both day-to-day operations and peak/seasonal demands.
• Ensure superior customer service by thoroughly understanding client needs and proactively addressing any challenges or opportunities.

REQUIREMENTS:

• Native/Fluent in German  with strong proficiency in both written and spoken communication, as well as English (B2) fluency.
• A Bachelor's/College Degree or higher (Post Graduate Diploma/Master's Degree) in any field.
• At least 10 years of experience in a related field, preferably in retail or a similar industry.
• 2-3 years of experience in a senior managerial or leadership role, with a focus on operations management.
• Previous experience in managing a large team, approx. 50-100 team members.
• Experience in managing technical service, customer service, or equivalent functions is highly preferred.
• Previous experience in managing contact center operations, particularly within the online retail sector, is a strong plus.
• Strong strategic thinking with extensive hands-on experience in operations management and performance optimization.

OFFER:

• Dynamic and creative team with positive and friendly atmosphere
• Guidance and tools to reach career potential
• Warm team atmosphere and fun team events
• Private health insurance.