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Active
On-site
Türkiye
Posted · 23.08.2026
LinkedIn Jobs Türkiye

# Global Operations Manager

Confidential Company

Key Responsibilities Lead end-to-end operational performance across assigned customer experience programs, ensuring delivery against SLAs, KPIs, quality, productivity, and customer satisfaction targets . Manage, coach, and develop Operations Managers and their teams, building a high-performance and accountability-driven culture . Own operational metrics including CSAT/NPS, FCR, AHT, service level, productivity, quality, absenteeism, attrition, and schedule adherence . Build strong relationships with clients and senior stakeholders, acting as a trusted operational partner and leading business reviews, performance discussions, and escalation management . Drive continuous improvement and operational excellence , identifying opportunities to improve customer experience, efficiency, quality, and cost. Partner closely with Workforce Management, Quality, Training, HR, Recruitment, Finance, and Technology to ensure effective capacity planning and operational readiness. Own resource and workforce planning , ensuring staffing levels and capabilities are aligned with forecasted demand and business requirements. Manage operational budgets and contribute to P&L performance , balancing customer experience, employee experience, productivity, and profitability. Lead operational transformation initiatives, including automation, AI-enabled solutions, process optimization, and digital CX improvements . Ensure compliance with company policies, client requirements, information security standards, and applicable regulatory requirements. Identify operational risks proactively and establish appropriate mitigation, contingency, and business continuity plans . Support new client/program launches, transitions, ramp-ups, and major organizational or operational changes. Candidate Profile / Expectations 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 a senior leadership role. 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. 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. Experience managing complex or multi-site operations , transformation programs, and AI/digital CX initiatives would be a strong advantage. Experience working with different countries and multi-cultural environment A bachelor’s degree is required. Advanced level English and German language are required. Residency in Türkiye.

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