Associate Director of Operations

Concentrix; Katowice; On-site; PLN 320,000 - 520,000; Full time

Job summary

Concentrix in Katowice is seeking an Associate Director of Operations to lead a multi-account operations team and set strategic direction in a fast-paced environment.

You will own forecasting, budget management, and cross-functional collaboration with HR, Training, Quality, and Client Success to deliver exceptional client outcomes.

If you thrive on building high-performance teams, driving operational excellence, and shaping growth for a global organization, apply now.

Qualifications

• 8+ years of leadership experience in BPO or contact center environments.
• Experience managing large operational teams across multiple levels.
• Proven track record in client relationships at senior stakeholder level.
• Strong commercial acumen with operational and financial accountability.
• Delivers KPI improvements and business transformation.
• Experience leading multilingual/international teams is highly desirable.
• Exceptional people leadership and coaching skills.
• Strategic thinker with strong execution and communication.

Responsibilities

• Lead and inspire a team of Operations Managers and Team Leaders across accounts.
• Drive performance against client KPIs including satisfaction, quality, productivity, service levels, revenue, and profitability.
• Act as senior operational contact for clients and influence strategic decisions.
• Develop and execute strategies to improve efficiency and customer experience.
• Own forecasting, budgeting, and resource allocation.

Skills

Leadership

Stakeholder management

People development

Strategic thinking

Multilingual teams

Communication

Analytical thinking

Financial acumen

Change management

Job description

As an Associate Director of Operations, you will:

• Lead and inspire a team of Operations Managers, Team Leaders, and support functions across multiple accounts and programs.
• Drive performance against client KPIs, including customer satisfaction, quality, productivity, service levels, revenue, and profitability.
• Act as the senior operational contact for clients, building trusted relationships and influencing strategic decisions.
• Develop and execute operational strategies that improve efficiency, customer experience, employee engagement, and business results.
• Own forecasting, workforce planning, financial management, budgeting, and resource allocation.
• Analyze business trends and performance data to identify risks, opportunities, and continuous improvement initiatives.
• Foster a culture of accountability, coaching, recognition, and leadership development.
• Partner closely with HR, Recruitment, Training, Quality, WFM, and Client Success teams to achieve operational goals.
• Ensure compliance with company policies, regulatory requirements, and client expectations.
• Lead change management initiatives and support business growth, transitions, and new client implementations.

What We're Looking For

Required Experience

• 8+ years of leadership experience within BPO, customer experience, shared services, outsourcing, or contact center environments.
• Proven experience managing large operational teams through multiple layers of leadership.
• Experience owning client relationships at a senior stakeholder level.
• Strong commercial acumen with responsibility for operational and financial performance.
• Demonstrated success in delivering KPI improvements and business transformation initiatives.
• Experience leading multilingual or international teams is highly desirable.
• Exceptional people leadership and coaching skills.
• Strategic thinking combined with strong operational execution.
• Outstanding communication and presentation skills.
• Advanced stakeholder management and influencing abilities.
• Strong analytical and problem-solving capabilities.
• Financial and business planning expertise.
• Ability to thrive in a fast-paced, dynamic environment.

Why Join Concentrix?

• Influence site and regional business strategy
• Work alongside talented leaders in a collaborative environment
• Drive meaningful transformation and operational excellence
• Access career development opportunities within a global organization spanning 70+ countries
• Be part of a culture that champions innovation, inclusion, and growth

Success in This Role Looks Like

Within your first 12 months, you will:

• Deliver and exceed client performance targets.
• Increase employee engagement and leadership capability.
• Strengthen client partnerships and identify growth opportunities.
• Improve operational efficiency and profitability.
• Build a succession-focused leadership culture that develops future talent.

Ready to Lead the Future of Customer Experience?

Join Concentrix in Katowice and make an impact at scale. If you're a passionate operational leader with a track record of driving performance, developing people, and delivering exceptional client outcomes, we'd love to hear from you.