Global Operations Manager

Confidential Company; Turkey; On-site; TRY 900,000 - 1,500,000; Full time

Job summary

Confidential Company is seeking an experienced Head of Operations to oversee customer experience programs across multiple sites. You will drive end-to-end performance against SLAs, KPIs, and quality targets, while building a high-performance culture and coaching senior Operations Managers.

In this role, you will manage budgets and contribute to P&L, partner with Workforce Management, HR, Finance, and Technology, and lead transformation initiatives including automation and AI-enabled CX.

Qualifications

• Bachelor’s degree required.
• 8–10+ years of operations experience in BPO/ contact center.
• Experience in large-scale operations, people leadership, client management, and commercial decision-making.

Responsibilities

• Lead end-to-end operational performance across customer experience programs, ensuring delivery against SLAs, KPIs, quality, productivity, and customer satisfaction targets.
• Coach and develop Operations Managers and their teams, building a high-performance and accountability-driven culture.
• Own operational metrics including CSAT/NPS, FCR, AHT, service level, productivity, quality, absenteeism, attrition, and schedule adherence.
• Build strong relationships with clients and senior stakeholders, leading business reviews, performance discussions, and escalation management.
• Drive continuous improvement and operational excellence, identifying opportunities to improve customer experience, efficiency, quality, and cost.
• Partner with Workforce Management, Quality, Training, HR, Recruitment, Finance, and Technology to ensure effective capacity planning and operational readiness.
• Own resource and workforce planning, ensuring staffing levels and capabilities are aligned with forecasted demand and business requirements.
• Manage operational budgets and contribute to P&L performance, balancing customer experience, employee experience, productivity, and profitability.
• Lead operational transformation initiatives, including automation, AI-enabled solutions, process optimization, and digital CX improvements.
• Ensure compliance with company policies, client requirements, information security standards, and applicable regulatory requirements.
• Identify operational risks proactively and establish mitigation, contingency, and business continuity plans.
• Support new client/program launches, transitions, ramp-ups, and major organizational or operational changes.

Skills

Leadership

Analytical thinking

Financial acumen

Stakeholder management

Communication

Negotiation

Problem solving

Multi-cultural

Education

Bachelor’s degree

Job description

• Lead end-to-end operational performance across assigned customer experience programs, ensuring delivery against SLAs, KPIs, quality, productivity, and customer satisfaction targets.
• Manage, coach, and develop Operations Managers and their teams, building a high-performance and accountability-driven culture.
• Own operational metrics including CSAT/NPS, FCR, AHT, service level, productivity, quality, absenteeism, attrition, and schedule adherence.
• Build strong relationships with clients and senior stakeholders, acting as a trusted operational partner and leading business reviews, performance discussions, and escalation management.
• Drive continuous improvement and operational excellence, identifying opportunities to improve customer experience, efficiency, quality, and cost.
• Partner closely with Workforce Management, Quality, Training, HR, Recruitment, Finance, and Technology to ensure effective capacity planning and operational readiness.
• Own resource and workforce planning, ensuring staffing levels and capabilities are aligned with forecasted demand and business requirements.
• Manage operational budgets and contribute to P&L performance, balancing customer experience, employee experience, productivity, and profitability.
• Lead operational transformation initiatives, including automation, AI-enabled solutions, process optimization, and digital CX improvements.
• Ensure compliance with company policies, client requirements, information security standards, and applicable regulatory requirements.
• Identify operational risks proactively and establish appropriate mitigation, contingency, and business continuity plans.
• Support new client/program launches, transitions, ramp-ups, and major organizational or operational changes.

Candidate Profile / Expectations

• The ideal candidate should have 8–10+ years of operations experience, preferably within the BPO, contact center, or customer experience industry, including several years in a senior leadership role.
• They should demonstrate strong experience in large-scale operations management, people leadership, client management, performance improvement, and commercial decision-making, with the ability to translate operational data into clear actions and business outcomes.
• Strong analytical and financial acumen is expected, including experience with budgeting, forecasting, productivity management, and P&L drivers. The role also requires excellent stakeholder management, communication, negotiation, and problem-solving capabilities.
• Experience managing complex or multi-site operations, transformation programs, and AI/digital CX initiatives would be a strong advantage.
• Experience working with different countries and multi-cultural environment
• A bachelor’s degree is required.
• Advanced level English and German language are required.