Associate Director - Operations

Concentrix; Katowice; On-site; PLN 420,000 - 640,000; Full time

Job summary

Concentrix in Katowice, Poland, is seeking an Associate Director of Operations to lead large-scale multilingual programs, develop leaders, and drive operational excellence. This executive role demands strategic vision, strong people leadership, and a proven track record delivering KPI improvements and client value.

You'll own forecasting, workforce planning, budgeting, and performance management across multiple accounts, partnering with HR, Training, and Quality teams to achieve outstanding

Qualifications

• 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.

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 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.

Skills

People leadership

Strategic thinking

Stakeholder management

Communication skills

Analytical ability

Financial acumen

Change management

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

• 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.

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?

• 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.

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.

Location: POL Katowice - Atrium Katowice, 54 Graniczna Street

Language Requirements: Time Type: Mission: Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human-centered, tech-powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.