Associate Director - Operations

CNX; Katowice; On-site; PLN 420,000 - 560,000; Full time

Job summary

Concentrix in Katowice seeks an Associate Director of Operations to lead large-scale multilingual programs, develop high-performing leaders, and drive operational excellence. You will own forecasting, workforce planning, financial management, and client performance across multiple accounts.

This strategic role requires owning client relationships at the senior level, delivering KPI improvements, and guiding business transformations to grow the site. On-site presence in Katowice is required.

Qualifications

• 8+ years of leadership experience in BPO, CX, shared services, outsourcing, or contact centers.
• Proven experience managing large teams through multiple leadership levels.
• Experience owning client relationships at senior stakeholder level.
• Strong commercial acumen with responsibility for operational and financial performance.

Responsibilities

• Lead and inspire a team of Operations Managers, Team Leaders, and support functions across multiple accounts and programs.
• Drive performance against client KPIs including satisfaction, quality, productivity, service levels, revenue and profitability.
• Act as senior operational contact for clients, building trusted relationships and guiding strategic decisions.
• Develop and execute operational strategies to improve efficiency, customer experience, and business results.
• Own forecasting, workforce planning, budgeting, and resource allocation.
• Analyze business trends to identify risks, opportunities and improvements.
• Foster accountability, coaching and leadership development across teams.
• Partner with HR, Recruitment, Training, Quality, WFM and Client Success to reach goals.
• Ensure compliance with policies, regulatory requirements and client expectations.

Skills

People leadership

Strategic thinking

Operational execution

Stakeholder management

Analytical skills

Financial planning

Communication

Job description

Job Title:

Associate Director - Operations

Job Description

Location: Katowice, Poland Job Type: Full-Time, On-site

At Concentrix, we help the world's most recognizable brands create exceptional customer experiences. As we continue to grow our Katowice operations, we are looking for an experienced and commercially minded Associate Director of Operations to lead large-scale multilingual programs, develop high-performing leaders, and drive operational excellence.

This is a strategic leadership role responsible for delivering outstanding client results, leading multiple operational teams, and shaping the future growth of one of our key sites.

What You'll Do

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.

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.

Skills & Competencies

• 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?

At Concentrix, you'll have the opportunity to:

Lead high-profile global client programs

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.

Location:

POL Katowice - Atrium Katowice, 54 Graniczna Street