Customer Operations Manager

About the Opportunity

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Our client is a well-established global consumer technology brand with a strong international presence. As part of its continued investment in customer experience excellence, the company is seeking a Regional Customer Experience Operations Manager, EMEA to take ownership of customer support operations across multiple European markets.

This role offers a unique opportunity to drive customer experience strategy, oversee outsourced service operations, influence product improvements through Voice of Customer (VOC) insights, and partner with cross-functional stakeholders on a regional scale.

Key Responsibilities

• Own end-to-end customer service operations across EMEA, including phone, email, and chat channels.
• Manage and optimize BPO vendor performance against key operational metrics such as CSAT, FCR, SLA, AHT, backlog and resolution rates.
• Conduct service quality audits, interaction sampling, and calibration activities to ensure consistent customer experience standards.
• Analyze VOC trends and customer feedback to identify improvement opportunities and influence product and process enhancements.
• Lead resolution of complex customer escalations and major service incidents through root cause analysis and corrective action planning.
• Ensure compliance with GDPR and relevant European customer protection regulations.
• Prepare regional operational reviews and performance reports for global leadership.

What We're Looking For

• 3+ years of customer service, customer experience, or contact center operations management within Europe.
• Strong hands-on experience managing BPO or outsourced customer service vendors.
• Deep understanding of contact center KPIs including CSAT, FCR, SLA, AHT, and quality metrics.
• Experience building QA frameworks, performing audits, and handling high-severity escalations.
• Familiarity with CRM platforms; Salesforce experience is highly desirable.
• Business-level English; additional European languages are a significant advantage.
• Ability to work independently across multiple time zones and stakeholders.

Location

• Europe-based (Remote within Europe)
• Candidates must currently reside in Europe and possess valid work authorization within the region.

Why Join

• Regional ownership across diverse European markets.
• High visibility with global leadership teams.
• Opportunity to shape customer experience strategy and service excellence.
• Strong cross-functional exposure across Operations, Product, Supply Chain and Engineering teams.

How to Apply

If you are interested in exploring this confidential opportunity, please apply directly or contact us for a private discussion. xghoner All applications will be handled with strict confidentiality.