Operations Lead — Travel CX & Growth

Yoummday GmbH; Miami (FL); Híbrido; USD 85.000 - 125.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

PTO

Medical insurance

Dental insurance

Vision insurance

401(k) plan contribution

Descripción de la vacante

Yoummday GmbH is expanding its operations team in Miami, Florida, seeking an Operations Manager to build and lead a remote, high-performing customer service group for a travel-industry client. You will oversee project operations, process design, and KPI-driven performance with up to 5 Team Leads and 125 agents in a hybrid setup.

The role emphasizes stakeholder coordination, data-driven decision making, and strong leadership to drive sales and customer satisfaction.

Formación

• Completed professional qualification and solid experience in customer service management, project management and team leadership.
• At least 3 years’ experience in a customer service environment.
• Experience in the travel industry.

Responsabilidades

• Lead up to 5 team leads and up to 25 independently contracted agents.
• Own project management and account management for client onboarding and performance.
• Implement client requirements into processes and ensure high-quality execution.

Conocimientos

Customer service management

Project management

Team leadership

Travel industry experience

Educación

Professional qualification

Descripción del empleo

We’re not just solving problems – we’re making days. Join us in revolutionizing customer experience as part of a fast-growing, tech-driven team. Become a daymaker.

252 NW 29th St, 9th Floor, Suite 1061, Miami, Florida, 33127

Employment Type

Full time

Location Type

Hybrid

Department

Operations Project Operations

Your mission

We are looking for an Operations Manager to join us as soon as possible at our office in Miami, Florida. As an Operations Manager, you will take responsibility for a customer service & sales project for one of our well-known clients, overseeing both operational and process-related aspects. You will lead up to 5 Team Leads, each managing up to 25 independently contracted agents who report directly to them.

This role offers a unique opportunity to establish and lead a customer service team for one of our clients in the travel industry. You will play a key role in building the team for an industry-leader from the ground up - shaping the strategy, defining processes, and driving performance to achieve ambitious growth targets. Working closely with senior leadership, you will have the chance to make a direct impact on yoummday’s expansion into the U.S. market, while developing and motivating a high-performing team that delivers exceptional results.

Project Management & Account Management: You act as the primary point of contact for our clients, implement their specific requirements into our processes, and ensure high-quality execution in close coordination with your reporting Team Leads.

Leadership & Coaching: You empower and coach your remote customer care team leads to act independently while inspiring them to motivate their teams to peak performance - always with the goal of maximizing customer satisfaction and sales performance.

Analytical Mindset: You analyze all relevant KPIs of your project, quickly identify areas for improvement, and proactively drive timely optimizations.

Stakeholder Management: You coordinate all internal and external stakeholders to ensure seamless processes and positive outcomes. You proactively drive process improvements and collaborate closely with the operations management team.

Education & Experience: You have a completed professional qualification and bring solid experience in customer service management, project management and team leadership, with at least 3 years’ experience in a customer service environment and experience in the travel industry.

Leadership: You have a proven track record in building, leading, and motivating high-performing teams. You excel at setting clear targets, monitoring KPIs, and driving revenue growth while maintaining customer satisfaction.

Language Skills & Client Needs: You understand the needs of our clients, communicate confidently at eye level, and know how to manage projects efficiently. You speak fluent English, being comfortable communicating in Spanish is a plus.

Motivating and convincing: As a communication expert, you can inspire and motivate people through persuasion, energy, and expertise - even in a remote work environment.

Results-Oriented: You combine a strong commitment to quality with a sharp focus on achieving sales results. You work in a structured manner, and can adapt flexibly to fast-changing situations.

Confident Presence: You have a confident and self-assured presence, enjoy working in cross functional and intercultural teams, and bring a good sense of humor.

Your Benefits: We believe great work deserves great benefits. Enjoy a generous number of paid time off (PTO) days to recharge and unwind, medical, dental, vision insurance plus a company contribution to your 401(k) plan to help secure your future.

Your Footprint: A role in a profitable company where you have the freedom and trust to shape its future while working with us on the "future of work."

Our Values: We pride ourselves on an open, authentic culture and a strong, dynamic, and humorous team that looks forward to making bold decisions and exploring new paths together to drive sustainable success.

Your Opportunity: From day one, you will have the chance to take on responsibility, drive innovation, and grow both the company and yourself alongside a team of experts.

About us

Are you looking for a profitable scale-up that offers you long-term prospects and a disruptive business model with a growth-oriented corporate culture? Do you also want to grow beyond the usual standards, bring your own initiative and appreciate actively shaping topics?

Then yoummday is the right place for you!

yoummday: “You made my day” - As an innovative SaaS platform, we connect companies with highly qualified freelance call center agents (“Talents”) worldwide. Our digital solution enables flexible, scalable and efficient customer support - without the need for traditional call center structures. We are a family-run Munich-based scale-up with over 350 employees (“Daymakers”) at 5 locations in Europe and 1 in the USA - further growth is inevitable ;).

Become part of our team and set new standards in AI-supported customer service with us to create smart, data-driven solutions that inspire.

At yoummday, we value diversity and equal opportunities. We welcome applications regardless of gender, background, age, sexual orientation, religion, or disability. Different perspectives make us stronger – which is why we actively promote an inclusive work environment where everyone can reach their full potential.