Descripción de la oferta
Our client is a well-established global consumer technology brand with a strong international presence. As part of its continued investment in customer experience excellence, the company is seeking a Regional Customer Experience Operations Manager, EMEA to take ownership of customer support operations across multiple European markets.
This role offers a unique opportunity to drive customer experience strategy, oversee outsourced service operations, influence product improvements through Voice of Customer (VOC) insights, and partner with cross-functional stakeholders on a regional scale.
Own end-to-end customer service operations across EMEA, including phone, email, and chat channels.
Manage and optimize BPO vendor performance against key operational metrics such as CSAT, FCR, SLA, AHT, backlog and resolution rates.
Conduct service quality audits, interaction sampling, and calibration activities to ensure consistent customer experience standards.
Lead resolution of complex customer escalations and major service incidents through root cause analysis and corrective action planning.
Prepare regional operational reviews and performance reports for global leadership.
3+ years of customer service, customer experience, or contact center operations management within Europe.
~ Strong hands-on experience managing BPO or outsourced customer service vendors.
~ Deep understanding of contact center KPIs including CSAT, FCR, SLA, AHT, and quality metrics.
~ Familiarity with CRM platforms; Salesforce experience is highly desirable.
~ Business-level English; Europe-based (Remote within Europe)
High visibility with global leadership teams.
Opportunity to shape customer experience strategy and service excellence.
