Customer Operations Manager
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About the Opportunity
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. All applications will be handled with strict confidentiality.
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