Operations Manager

Gizli Firma

We are looking for an Operations Manager who will own operational performance end-to-end, drivingcustomer experience, KPI/SLA achievement, quality, productivity, and team performance. The role will lead Supervisors and Team Leaders, foster a high-performance culture, and oversee client relationships, performance improvement, workforce planning, and operational excellence initiatives.

This role is designed for an experienced leader who can effectively balance operational performance, people management, customer satisfaction, and commercial outcomes, supported by strong analytical and leadership skills.

Key Responsibilities

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

Candidate Profile / Expectations

1. 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 an Operations Manager position.
2. 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.
3. 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.
4. Experience managing complex or multi-site operations, transformation programs, and AI/digital CX initiatives would be a strong advantage.
5. Experience working with different countries and multi-cultural environment
6. A bachelor’s degree is required.
7. Advanced level English language are required.
8. Residency in Türkiye is required; candidates based in Istanbul are preferred.