Position: Operations Manager

Location: Timisoara, Romania

Work model: On-site

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Oversee operational activities in line with the signed Statement of Work (SOW).
• Monitor and drive program performance, ensuring adherence to SLAs, KPIs, and continuous improvement.
• Enhance the effectiveness and efficiency of support services across functions (Recruitment, Training, Quality, HR, IT, Finance) through better coordination and communication.
• Implement quality control measures, manage deliverables, and maintain strong team relationships to ensure exceptional performance.
• Lead initiatives and process improvements that contribute to long-term operational excellence.
• Contribute to the development and presentation of business development proposals.
• Set operational objectives, delegate tasks to Team Leads, and hold regular meetings to improve productivity, product knowledge, and customer satisfaction.
• Participate in both short- and long-term organizational planning as a key member of the management team.
• Balance the needs of key stakeholders and ensure teams align with overall goals and objectives.
• Manage and drive performance from Team Leaders and Associates to meet SLAs and KPIs.
• Lead and deliver complex client engagements, identifying and implementing creative business solutions.
• Actively participate in regular customer reviews, forecasting, and planning sessions for both ongoing operations and seasonal/peak demands.
• Ensure excellent customer service by understanding and addressing client needs.

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 8 years of experience in a related field (preferably in retail or a similar industry).
• Minimum of 1-2 years of experience in a similar managerial or leadership role.
• Experience in managing technical service, customer service, or equivalent functions is preferred.
• Previous experience handling contact center operations, particularly within online retail, is a plus.
• Strong strategic thinking with hands-on experience in operations management and driving performance.
• Proven ability to manage a team of approximately 50-100 full-time employees (FTEs).
• Flexibility to work extended hours, including weekends and holidays, if required.
• Ability to work independently and remain effective under pressure.
• Strong leadership and people management skills.

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.