Descripción de la oferta
About the OpportunityOur 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.Key ResponsibilitiesOwn 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.Analyze VOC trends and customer feedback to identify improvement opportunities and influence product and process enhancements.Lead resolution of complex customer escalations and major service incidents through root cause analysis and corrective action planning.Ensure compliance with GDPR and relevant European customer protection regulations.Prepare regional operational reviews and performance reports for global leadership.What We're Looking For3+ 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.Experience building QA frameworks, performing audits, and handling high-severity escalations.Familiarity with CRM platforms; Salesforce experience is highly desirable.Business-level English; additional European languages are a significant advantage.Ability to work independently across multiple time zones and stakeholders.LocationEurope-based (Remote within Europe)Candidates must currently reside in Europe and possess valid work authorization within the region.Why JoinRegional ownership across diverse European markets.High visibility with global leadership teams.Opportunity to shape customer experience strategy and service excellence.Strong cross-functional exposure across Operations, Product, Supply Chain and Engineering teams.How to ApplyIf you are interested in exploring this confidential opportunity, please apply directly or contact us for a private discussion. All applications will be handled with strict confidentiality.
