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Job Description - Operations Manager – Manager – English – On Site Krakow (HMS056723)

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Operations Manager – Manager – English – On Site Krakow!

In this role, you will be leading a team of 150+ employees, ~10+ Front Line Managers to optimize customer experience for Hi-Tech products for Genpact Clients. This role will also involve working with content moderation and/or data labeling management team of Genpact interfacing with multiple Genpact clients in driving performance, continuous improvement, and customer expectations. Should be a professional with experience leading scaled operations in the Hi-Tech industry background.

Responsibilities

1. Relevant experience in leading large teams in the scaled operations environment. Deliver optimum customer satisfaction and ensure that the teams remain engaged and motivated.
2. Assume responsibility for overseeing Operations functions. Ensure all customer questions and complaints are resolved in a timely manner.
3. Monitor service delivery and ensure excellence in service levels. Ensure deadlines and targets are met.
4. Provide leadership through effective objective setting, delegation, motivation, and communication.
5. Conduct performance appraisals and provide measurable feedback to assigned personnel.
6. Ensure performance metrics are effective and professionally conducted.
7. Excellent communication and presentation skills to interact with clients.
8. Problem-solving skills to address day-to-day operations issues.
9. Time management skills to manage own time and coach others.
10. Out-of-the-box thinking to demonstrate creativity in solving problems.
11. Lead a team of 150+ employees and ~10+ Front Line Managers to deliver optimum customer service.

Important: Operations teams will function based on the schedule committed with the client. This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly sensitive in nature.

Qualifications

1. The candidate should be a high performer who craves the challenges of career growth and development.
2. Ability to draw insights from data and trends, visualizing complex data trends in simple ideas.

Preferred qualifications

1. Experience with Ads content moderation workflow and understanding of the Trust & Safety eco-system.

What can we offer?

1. Attractive salary.
2. Stable job offers - employment contract.
3. Work in a multicultural and diverse environment.
4. Free access to our award-winning learning platform.
5. Benefits such as Private Medical Package, Meal Vouchers, or Access to wellness programs.

As an Equal Opportunity Employer, we encourage you to apply with your preferred CV format. Please note that Genpact does not impose any CV format nor require a photograph. Kindly see our Privacy Notice for Employment Candidates: Privacy Notice .

Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at .

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