Operations Manager - KPI-Driven Automation & Global Support

Easy4 Pro; Porto; On-site; EUR 40,000 - 60,000; Full time

Job summary

Easy4Pro is seeking a hands-on Operations Manager to oversee a multi-timezone support and logistics team. You will drive KPI-based improvements, mentor staff, and ensure robust SLA performance while implementing automation to reduce manual work.

You will collaborate with carriers, clients, and internal teams to prioritize work, optimize processes, and maintain high service standards in a fast-growing logistics marketplace.

Qualifications

• Bachelor’s or Master’s degree and strong leadership background.
• Proven experience managing or mentoring a team in operations.
• Excellent written and verbal communication with stakeholders.

Responsibilities

• Own operational KPIs for the team and the company: track, analyze, report, and set targets.
• Oversee customer support queues in Zoho Desk, maintaining SLAs and quality.
• Identify bottlenecks in support and logistics workflows and lead process redesign.
• Drive automation to reduce manual work and shorten turnaround times.
• Supervise and mentor the team across shifts/timezones; set performance standards.
• Coordinate with departments to align on priorities and resolve escalations.
• Allocate capacity and plan future hires; act as liaison with carriers and clients.

Skills

Team leadership

Operations management

Data-driven

Client communication

Multitasking

SaaS/logistics familiarity

Education

University degree

Tools

Zoho Desk

Job description

Easy4Pro is seeking a hands-on Operations Manager to oversee a multi-timezone support and logistics team. You will drive KPI-based improvements, mentor staff, and ensure robust SLA performance while implementing automation to reduce manual work.

You will collaborate with carriers, clients, and internal teams to prioritize work, optimize processes, and maintain high service standards in a fast-growing logistics marketplace.