EMEA CX Operations Lead (Remote Europe)

First Point Group; Valencia; Presencial; EUR 90.000 - 130.000; Jornada completa

Descripción de la vacante

Unknown Client in Europe is seeking a Regional Customer Experience Operations Manager to own end-to-end customer service across the EMEA region. This role focuses on managing outsourcing partners, optimizing KPIs, and driving VOC-informed improvements across multiple markets.

You will collaborate with Operations, Product, Supply Chain and Engineering, while ensuring GDPR compliance and reporting performance to global leadership. Remote work within Europe is supported.

Formación

• 3+ years of customer service or contact center operations management in Europe.
• Hands-on experience managing BPO/outsource vendors.
• Strong knowledge of contact center KPIs (CSAT, FCR, SLA, AHT).

Responsabilidades

• Own end-to-end customer service operations across EMEA, including phone, email, and chat channels.
• Manage and optimize BPO vendor performance against CSAT, FCR, SLA, AHT, backlog and resolution rates.
• Conduct service quality audits, interaction sampling, and calibration activities to ensure consistent customer experience standards.
• Analyze VOC trends and customer feedback to identify improvement opportunities and influence product and process enhancements.
• Lead resolution of complex customer escalations and major service incidents through root cause analysis and corrective action planning.
• Ensure compliance with GDPR and relevant European customer protection regulations.
• Prepare regional operational reviews and performance reports for global leadership.

Conocimientos

Customer service management

Vendor management

Communication skills

English proficiency

Herramientas

Salesforce

Descripción del empleo

Unknown Client in Europe is seeking a Regional Customer Experience Operations Manager to own end-to-end customer service across the EMEA region. This role focuses on managing outsourcing partners, optimizing KPIs, and driving VOC-informed improvements across multiple markets.

You will collaborate with Operations, Product, Supply Chain and Engineering, while ensuring GDPR compliance and reporting performance to global leadership. Remote work within Europe is supported.