Job Description

About Us

At Prometeo Talent, we connect top-tier professionals with companies that are shaping the future. With a strong presence across America and Europe, we're proud to be one of the highest-rated recruitment agencies in the market.

We're currently partnering with a global BPO and Customer Experience company supporting international clients across multiple countries, languages, and delivery locations.

With a strong focus on operational excellence, performance, technology, and continuous improvement, the company offers a global and multicultural environment where experienced leaders can have a direct impact on business results.

About the Opportunity

We are looking for an experienced Global Operations Manager – Europe to lead and coordinate the overall operational management of a multinational operation.

This is a high-impact leadership role for a results-driven professional who enjoys working across multiple countries, languages, teams, and delivery locations. You will act as the main operational bridge between the client and the company, building strong relationships with operational and senior stakeholders while ensuring consistent service delivery, KPI achievement, client satisfaction, and operational excellence across the region.

Responsibilities

• Lead and coordinate operations across multiple European countries, languages, and delivery locations.
• Act as the main operational point of contact for international clients and senior stakeholders.
• Ensure achievement of KPIs, SLAs, quality, productivity, CSAT, and financial objectives.
• Lead operational implementations, transitions, ramp-ups, and stabilization of new services or markets.
• Identify performance gaps and improvement opportunities, driving corrective and continuous improvement plans.
• Coordinate Operations, WFM, Quality, Training, Talent, Finance, and other support teams to ensure operational alignment.
• Lead client performance reviews and governance meetings while ensuring consistency, scalability, and best-practice sharing across European operations.

Requirements

• 7+ years of experience in Operations Management, preferably within BPO, Customer Experience, Contact Center, or outsourcing environments.
• Proven experience managing international or multi-country operations and multicultural teams.
• Strong experience in client-facing roles.
• Experience leading implementations, transitions, ramp-ups, or operational stabilization.
• Strong knowledge of BPO / Contact Center operations and performance management.
• Solid understanding of KPIs, SLAs, productivity, quality, CSAT, and financial performance.
• Advanced Excel and strong reporting skills.
• Fluent English (C1–C2) – mandatory.
• Strong stakeholder management, communication, leadership, analytical, and problem-solving skills.

Nice to Have

• Additional European language(s).
• Experience with Power BI or other business intelligence tools.
• Previous experience managing large-scale, multinational customer service operations.
• Experience supporting technology, AI, transformation, or operational excellence initiatives.
• Experience driving data-driven operational improvement programs.

What's in it for You

🌍 Global and multicultural environment, working with international teams and clients across different markets.

💬 Direct exposure to senior-level stakeholders and international clients.

💡 Exposure to technology, AI, transformation, and operational excellence initiatives.

🏡 Flexible remote working model.