Operations Manager with German and English

Foundever is a global leader in business process outsourcing, digital customer experience, and innovation. We are now looking for an experienced Operations Manager to join our Gdańsk hub and take ownership of strategic and operational delivery for one of our key German-speaking clients.

Operations Manager (German + English)

On-site in Gdańsk

Relocation package: PLN 5,500

Key Responsibilities

• Provide leadership and direction to Team Managers, ensuring operational KPIs are consistently met
• Conduct regular performance reviews and 1:1s, supporting growth and development of direct reports
• Manage absenteeism and attrition across teams, implementing corrective actions where necessary
• Oversee campaign migrations and onboarding of new projects
• Maintain strong client relationships at an operational level: reporting, escalations, change management
• Analyze and present operational and financial results to both clients and senior management
• Ensure budget targets, revenue, and EBITDA are achieved, including accurate invoicing of billed hours
• Coordinate audits, compliance checks, and action plans to address quality improvements
• Foster a culture of open communication, accountability, and recognition within the teams

Requirements

• Minimum 2–3 years of experience in a BPO/contact center environment, preferably in an Operations Manager or similar role
• Proven background in managing customer service operations and achieving KPI targets
• Advanced proficiency in German and English (C1) – spoken and written
• Strong interpersonal, leadership, and coaching skills
• Solid analytical and financial acumen with experience in P&L management
• Ability to handle client escalations, build trust, and act as a business partner
• Excellent organizational skills with the ability to prioritize and manage multiple projects
• Dependable, proactive, and able to work with minimal supervision

We Offer

• Stable employment in a growing international organization
• Quarterly performance bonuses tied to KPI achievements
• Relocation package of PLN 5,500 for candidates moving to Gdańsk
• Attractive benefits: Multisport card, private medical care, life insurance, holiday allowance, eyewear subsidy
• Development opportunities: access to internal training platforms
• A people-focused culture that values teamwork, open feedback, and continuous improvement

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Management

Industries: Outsourcing and Offshoring Consulting

Ready to take the next step in your career? Apply now and join Foundever in shaping the future of customer experience!