Operations Director | Customer Service Hub

• Lead a high-impact customer service operation in Lisbon
• Shape the future of a growing international service hub

Sobre o nosso cliente

Our client is a well-established international organization undergoing an exciting phase of growth and transformation. To support its expansion strategy, it is seeking a senior leader to drive operational performance, develop high-performing teams, and contribute to the success of its Lisbon-based operation

Descrição

• Lead and oversee daily operations, ensuring service excellence and KPI achievement.
• Manage and support Team Leaders and Customer Service teams within a multilingual environment.
• Drive operational efficiency, productivity, quality standards, and continuous improvement initiatives.
• Act as the local leadership representative for all people-related matters.
• Support employee lifecycle processes, including onboarding, performance management, and employee relations.
• Promote a positive, engaged, and compliant workplace culture.
• Coordinate future support functions and facilitate cross-functional collaboration with international stakeholders.
• Oversee office operations, local suppliers, and workplace infrastructure.
• Ensure compliance with employment legislation and internal policies.
• Monitor operational performance and provide regular reporting to senior leadership.
• Act as the key communication bridge between the local operation and international headquarters.

Perfil ideal

• Proven experience in a senior operational leadership role.
• Strong background managing customer service, shared services, contact center, or service operations environments.
• Demonstrated experience leading managers and large operational teams.
• Excellent people leadership and stakeholder management skills.
• Strong analytical and performance management capabilities.
• Experience driving operational excellence and continuous improvement initiatives.
• Ability to work effectively within an international and multicultural environment.
• Fluent English (corporate language).
• Ability to lead multilingual teams.

Vantagens

• Opportunity to lead and shape a key international operation.
• Strategic position with high visibility and impact.
• Multicultural and collaborative working environment.
• Professional growth within a growing international organization.
• Competitive compensation and benefits package.