Junior Operations Manager

TDCX, Inc.; Lisboa; Hybrid; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Attractive remuneration

Medical & insurance coverage

World-class workspaces

Learning & development plans

Flexible working arrangements

Mentoring from experts

Job summary

TDCX is seeking a leadership role in its Trust & Safety operations in Portugal. You will oversee goal setting, team development and quality assurance, while coordinating with global teams to improve processes and customer experiences.

You will mentor staff, manage resources, and partner with Operations to recruit, onboard, and train a skilled team that delivers measurable results for clients. This role requires strong English communication and strategic thinking.

Qualifications

• Leadership experience in outsourcing, customer operations, or contact center.
• 2+ years in leadership roles preferred.
• Experience with project and financial management (budgets, margins, P&L).
• Excellent written and spoken English communication.

Responsibilities

• Set goals and objectives for the department aligned with client requirements.
• Grow and develop the team through coaching and QA.
• Collaborate with global Trust & Safety teams and operations to ensure delivery.
• Escalate and support Trust & Safety agents as needed, including law-enforcement liaison.
• Partner with operations on recruiting, onboarding and training.

Skills

Leadership experience

Budget & P&L

Project management

English communication

Facilitation & meetings

Education

Bachelor's degree

Job description

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy-to-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Offer support in setting-up and monitoring goals and objectives for the department in line with client/project specific requirements while building and managing client relationship. Plan strategiestogether with the internal team to ensure that objectives and targets are achieved.
• Grow and develop the team through coaching, mentoring and QA. Define clear priorities and allocate resources effectively.
• Work with your Trust & Safety Leads to ensure a seamless and fair user experience. Assist your Lead in preparing quality, efficacy, and productivity reports regularly.
• Build and maintain a strong partnership with the global Trust and Safety teams.
• Use learnings from team members to identify opportunities and advocate for product improvements that support the team’s strategy and the needs of the customer.
• Support Trust & Safety Agents through escalations whenever required. This may include working with Law Enforcement.
• Work closely with Operations Manager to ensure employee happiness by working with Leads and/or Managers to create strong connections with the whole team and utilise effective communication to help translate the Mission of our client into meaningful and clear goals.
• Collaborate with Operations Manager for team structure, recruiting, onboarding, and training by working with leadership team, direct reports and other business partners.
• Any other duties and responsibilities that may be assigned to you by the management from time to time.

Who are we looking for?

• Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferable 2+ years of leadership experience in outsourcing, customer operations, or contact center is required for this position and 1+ years working with online communities.
• Experience in Project and Financial Management, Budget, Margin, and P&L.
• Excellent organizational analytical and time management skills.
• Good facilitation skills in client and staff meetings, excellent communication skills, with the particular ability to provide direction and feedback both clearly and empathetically.
• Excellent verbal and written communication skills in English, any other language is an advantage.

About TDCX

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.