Operations Director Lisbon (CS focused)

The Managing Director – Lisbon is responsible for leading and overseeing all activities of Batmaid’s Lisbon office. This role ensures the smooth operation of the Customer Service hub while supporting the development of future support functions such as Finance, Marketing, and HR administration. The Managing Director provides day-to-day leadership, ensures operational excellence, drives performance, and serves as the on-site authority for staff management and escalation handling.

This is a senior leadership role requiring strong operational experience, people management capability, and the ability to represent Batmaid’s culture and standards in the Lisbon office.

Operational Leadership

• Oversee daily operations and ensure service levels and KPIs are met
• Lead and support Team Leads and Customer Service Operators (ultimately supervising 3 to 5 Team Leads and 30-40 Operators). - languages of the teams (French and German); English being the Com,pany official language
• Drive productivity, quality, and continuous improvement.

People Management & HR Support

• Serve as the on-site leader for all staff matters.
• Support HR processes (onboarding, performance management, warnings, terminations) with the Group HR Director.
• Foster a positive, compliant, and engaged work environment.

Support Function Oversight

• Coordinate and supervise future support teams based in Lisbon (e.g. Marketing).
• Act as the local point of contact for cross-functional collaboration with HQ (Switzerland)

Site & Compliance Management

• Ensure smooth functioning of the office, infrastructure, and local vendors.
• Support compliance with Portuguese labor law and internal company policies.

Reporting & Communication

• Provide regular reports to Group leadership on performance and staffing.
• Ensure clear communication between Lisbon teams and headquarters.

Requirements

Required Skills & Experience

• Proven experience in leading operations teams, ideally in customer service, BPO, or shared-service environments.
• Strong people management skills, with experience handling HR-related matters.
• Excellent organizational and problem-solving ability; operationally hands-on.
• Strong communication and interpersonal skills; ability to work cross-functionally and internationally.
• Experience in a fast-scaling environment is an asset.
• Fluency in English required; fluency in Portuguese is a strong advantage; French or German a plus.

Personal Qualities

• Leadership presence and the ability to inspire trust and confidence.
• Pragmatic, structured, and process-oriented.
• Resilient and capable of managing rapid operational growth.
• Culturally sensitive and able to bridge communication between local teams and headquarters.
• High integrity, discretion, and professionalism.