Operations Manager (English)

📍 Debrecen, Hungary | 🏢 On-site | 🕘 Monday–Friday, daytime schedule

We are looking for an experienced Operations Manager to lead and develop out partners management teams and ensure high-quality service delivery across multiple customer accounts.

If you have a strong background in service delivery or BPO operations, enjoy leading managers, and are motivated by performance, customer satisfaction and continuous improvement, this role is for you.

Your responsibilities

• Lead, develop and support a team of Managers, ensuring service expectations are consistently met
• Drive excellence in service delivery in line with KPIs, SLAs and contractual commitments
• Support service scoping, onboarding, performance reviews and customer engagement activities
• Act as an escalation point for operational and service-related issues, ensuring timely resolution
• Collaborate with cross-functional teams to optimize and improve service delivery
• Monitor service metrics and lead performance improvement initiatives
• Develop, standardize and maintain processes, reporting tools and best practices
• Ensure consistency in SOPs, service documentation and knowledge management
• Promote a culture of customer centricity, ownership and continuous improvement
• Build and maintain strong customer relationships aligned with business objectives

Working hours

• Monday–Friday
• 08:00–16:30 or 09:00–17:30

Requirements

What we’re looking for

• Fluent English (C1)
• Bachelor’s degree in Business, Operations or a related field (or equivalent experience)
• 5+ years of experience in service delivery, customer operations or BPO
• 3+ years of leadership or people management experience
• Strong experience working with KPIs, SLAs and operational metrics
• Excellent knowledge of Microsoft Office
• Previous experience with CRM tools (e.g. Salesforce, Zendesk, AWS, Microsoft Dynamics or similar)
• Strong attention to detail and commitment to quality
• Excellent organizational, time-management and problem-solving skills
• Confident leadership style with a hands-on mindset

Benefits

What we offer

• Full-time, stable position
• Competitive salary
• Cafeteria benefits
• Long-term career opportunity in an international environment
• Supportive leadership culture and professional autonomy
• Modern office environment in Debrecen
• A company culture focused on development, teamwork and operational excellence