Job Description

Operations Manager

Location: Lisbon, Portugal

About VikingCloud

VikingCloudis the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions – faster. Powered by the Asgard Platform™, the industry’s largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day.

VikingCloudis the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it’s not just about technology. It’s about transacting business and delivering an exceptional customer experience every day, without fail. That’s the measurable value we deliver. And that’s what wecall,Business Uninterrupted.

Responsibilities

• Lead end-to-end service delivery, ensuring operational excellence, client satisfaction, and continuous performance improvement aligned with contractual KPIs.
• Lead and mentor Team Leaders and individual contributors to consistently exceed performance and customer experience targets
• Oversee multi-channel daily operations, maintaining alignment with KPIs and SLAs while serving as an escalation point to ensure service excellence.
• Foster a culture of continuous improvement by analyzing customer insights and performance data, championing tool and process enhancements, and partnering with global Training, QA, and Workforce Management teams to optimize effectiveness.
• Drive accountability and development through regular one-on-ones, performance reviews, team meetings, and consistent monitoring of team metrics and interaction quality.
• Collaborate in client-facing engagements alongside Business Relationship Management, while identifying and implementing internal and external efficiency gains.
• Proactively manage clients’expectations, serving as the first line of escalation for any delivery or operational issues.

Qualifications

• Minimum education: Bachelor’s degree in relevant area.
• 5+ years of management experience in high-volume Contact Center operations, in organizations handling compliance frameworks such as PCI DSS — experience in the tech or software industry is a plus.
• Demonstrated ability to lead end-to-end service delivery in a contact center environment, ensuring operational excellence, client satisfaction, and continuous performance improvement aligned with contractual KPIs.
• Proficiency in MS Office Suite.
• Experience with CRM and contact center systems (e.g., Salesforce, Aspect, Five9, Zendesk).
• Fluency in English, C1 level.
• Proven ability to lead and develop both frontline contributors and people managers.
• Demonstrated success in meeting or exceeding sales goals and service performance metrics.
• Strong understanding of multi-channel operations.
• Excellent communication, coaching, and motivational skills with a focus on team empowerment and accountability.
• Strong analytical mindset; comfortable using data to drive decisions and improvements.
• Open mind, eagerness to learn and ability for quick decision making.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, political affiliation or opinion, medical condition, status as a veteran, and/or any other federal, state, or local protected class.

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