Job Description

Manages the daily operation of a customer service operation to achieve clearly defined outcomes, whilst supporting the development of their teams, creating a positive working environment, where we can delight our customers

Job title:

Operations Manager

Operational Leadership & Delivery

• Partner with business unit managers, team leaders, and cross‑functional stakeholders to deliver customer services in a responsive, efficient, and scalable manner.
• Own overall operational performance, ensuring service levels, quality, productivity, cost, and customer satisfaction targets are consistently met or exceeded.
• Proactively identify operational risks and bottlenecks and implement corrective actions before service impact occurs.
  

Customer Experience & Issue Resolution

• Act as escalation point for elevated and complex operational and customer issues arising from daily activities.
• Drive root cause analysis for recurring issues and ensure sustainable corrective and preventive actions are implemented.
• Champion a customer‑first culture across teams while balancing operational efficiency and commercial objectives.
  

Process, SOPs & Continuous Improvement

• Design, implement, document, and continuously improve Standard Operating Procedures (SOPs) to ensure consistency, compliance, and scalability.
• Ensure SOPs are actively embedded, reinforced, audited, and followed across teams.
• Lead continuous improvement initiatives using data, operational insights, and frontline feedback to improve productivity, quality, and customer outcomes.
• Standardize best practices across teams and sites where applicable.
  

Performance Management & Governance

• Monitor operational KPIs and SLAs, ensuring clear performance tracking, trend analysis, and action plans.
• Ensure operational reporting is accurate, timely, and insightful, supporting data‑driven decision‑making at all levels.
• Establish and maintain strong operational governance routines (daily/weekly/monthly reviews, performance cadences, escalation frameworks).
  

People Management & Talent Development

• Hire, train, assign, direct, coach, and evaluate operational staff, including leaders, to build high‑performing, engaged teams.
• Set clear expectations, objectives, and accountability for managers and team members.
• Identify capability gaps and ensure structured training, coaching, and development plans are in place.
• Support succession planning and talent pipelines for critical operational roles.

Location:

Bulgaria - Sofia

,

Bulgaria

Time Type:

Full time

Contract Type:

Permanent