WorkNomads

Operations Manager – BPO (New Client Launch) (Remote)

WorkNomads  •  Sofia, BG (Remote)  •  2 months ago
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Job Description

WorkNomads is looking for an experienced Operations Manager to build, launch, and scale a brand-new BPO operation for a new client. This role is perfect for someone who thrives in dynamic environments, enjoys creating structure from scratch, and knows how to turn a new partnership into a long-term success.You’ll take ownership from day one — designing the operational setup, assembling the right team, and ensuring a smooth go-live while setting the foundations for future growth.
Location: Remote (EU-based candidates only)

Dare to have a mission:
  • Lead the end-to-end setup of a new BPO team for a newly onboarded client, from planning to go-live.
  • Define operational requirements together with internal stakeholders and the client (headcount, skills, KPIs, SLAs, workflows).
  • Partner with the Recruitment team to hire, onboard, and ramp up agents and Team Leads according to project timelines.
  • Design and implement processes, playbooks, and quality standards to ensure consistent and scalable service delivery.
  • Own the initial stabilization phase post-launch, identifying risks early and driving fast, effective solutions.
  • Set performance targets, monitor KPIs, and introduce reporting structures from day one.
  • Act as the main operational point of contact for the client, building trust and long-term partnership.
  • Manage escalations and ensure service levels are met while the operation scales.
  • Continuously optimize workflows, staffing models, and performance as the team grows.
  • Build a strong team culture focused on accountability, engagement, and continuous improvement.

The tools in your backpack:
  • Fluency in English is mandatory; additional EU languages are a strong plus.
  • 5+ years of experience in BPO or contact center operations, with proven exposure to launching new teams or client programs.
  • Bachelor’s degree in Business, Management, or a related field (or equivalent experience).
  • Demonstrated experience in project-based operational setups, transitions, or start-up operations.
  • Strong people leadership skills with the ability to motivate teams in fast-changing environments.
  • Solid understanding of KPIs, SLAs, quality frameworks, and workforce planning.
  • Excellent stakeholder management and client communication skills.
  • Data-driven mindset with the ability to translate insights into action.
  • Comfortable working remotely and coordinating across multiple functions.

Our recipe for a great life with WorkNomads:
  • The chance to build something from scratch and leave a lasting impact on a new client partnership.
  • A role with real ownership and decision-making power.
  • A remote-first, international environment built on trust and autonomy.
  • Personalized career development and growth opportunities.
  • Competitive salary and benefits package.
  • Access to WorkNomads’ global community, co-working spaces, and events.
  • A diverse, inclusive workplace where individuality is celebrated.

About the docking station:
WorkNomads enables people to work globally while living on their own terms. We combine remote work, global employment, and community to shape the future of work.
Interest piqued? Join us.
We believe great teams are built by people who dare to take ownership and grow together.
WorkNomads

About WorkNomads

WorkNomads is a cross-domain engineering and digital solutions company helping organisations optimise operations, modernise production and build smarter, more connected systems. We combine industrial engineering, ICT and digital systems and infrastructure development into one integrated approach that solves inefficient processes, fragmented data and legacy system challenges.

We work with companies in complex and regulated sectors including nutraceuticals, personal care, FMCG, automotive, defense, semiconductor manufacturing, biotech and financial services. Our solutions improve performance end to end, strengthen decision making and support scalable, future ready growth.

At our core, we are a borderless community of professionals who value mobility, clarity, diversity and meaningful work. Our people join us as employees and contribute directly to our service solutions, often choosing to base their domicile at the WN LAB Hotel in Sofia. They benefit from reduced and flexible rents, a strong professional network and Bulgaria’s 10 percent personal income tax rate.

The WN LAB Hotel and coworking space also welcome business guests and visitors seeking an inspiring place to work, connect and stay. We champion the freedom to live and work without borders, growing a community that feels like a nation without a country.

Industry
Architecture & Engineering
Company Size
51-200 employees
Headquarters
Sofia, BG
Year Founded
2021
Website
worknomads.com
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