Global Operations Manager (English) – BPO

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Global Operations Manager (English) – BPO based in Switzerland.This is a high-impact operations leadership opportunity within a global Business Process Outsourcing and Customer Experience environment. The role is responsible for coordinating multinational operations across countries, languages, teams, and delivery locations. You will serve as a key operational bridge between international clients and internal leadership, ensuring strong relationships and consistent service delivery. Success will be measured through operational KPIs, SLAs, quality, productivity, customer satisfaction, and financial performance. You will also lead implementations, transitions, ramp-ups, and stabilization initiatives while identifying opportunities for continuous improvement. Working across a multicultural environment, you will help drive scalable processes, operational excellence, and stronger business outcomes across the region.AccountabilitiesLead and coordinate operations across multiple European countries, languages, teams, and delivery locations.Serve as the primary operational point of contact for international clients and senior stakeholders, maintaining strong and productive relationships.Drive achievement of key operational metrics, including KPIs, SLAs, quality, productivity, CSAT, and financial objectives.Lead operational implementations, transitions, ramp-ups, and stabilization activities for new services, programs, or markets.Identify performance gaps, operational risks, and improvement opportunities, developing and executing corrective and continuous improvement plans.Coordinate Operations, Workforce Management, Quality, Training, Talent, Finance, and other support functions to ensure operational alignment.Lead client performance reviews and governance meetings, ensuring transparency, accountability, and consistent service delivery.Promote scalability and best-practice sharing across international operations and delivery locations.Requirements7+ years of experience in Operations Management, preferably within BPO, Customer Experience, Contact Center, or outsourcing environments.Proven experience managing international or multi-country operations and multicultural teams.Strong background in client-facing operational leadership and senior stakeholder management.Demonstrated experience leading implementations, transitions, ramp-ups, or operational stabilization initiatives.Strong understanding of BPO and Contact Center operations, performance management, and service delivery.Solid knowledge of KPIs, SLAs, productivity, quality, CSAT, and financial performance metrics.Advanced Excel skills and strong reporting and data analysis capabilities.Fluent English at C1–C2 level; English proficiency is mandatory.Strong leadership, communication, analytical, problem-solving, and stakeholder management skills.Additional European language skills are a plus.Experience with Power BI or other business intelligence tools is advantageous.Experience managing large-scale multinational customer service operations is beneficial.Exposure to technology, AI, transformation, or operational excellence initiatives is a plus.Experience leading data-driven operational improvement programs is desirable.BenefitsFully remote working model with flexibility.Global and multicultural work environment with international teams and clients across multiple markets.Direct exposure to senior stakeholders and international clients.Opportunities to work on technology, AI, transformation, and operational excellence initiatives.Full-time position with broad responsibility across multinational operations.How Jobgether WorksWe use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.We appreciate your interest and wish you the best! Why Apply Through Jobgether?Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.