Global Operations Manager (English) – BPO in Soest, Utrecht at Jobgether

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 Netherlands.

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.

• Lead 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.

Requirements:

• 7+ 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.

Benefits:

• Fully 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.