Position Overview
We are looking for an experienced and strategic Client Operations Director to lead, develop, and optimize our client service operations. This role involves managing a team of Client Operations Managers and Team Leads, overseeing operational performance, financial management, and fostering strong client relationships.
The Client Operations Director plays a key role in ensuring smooth business operations, driving process improvements, and aligning the team with company goals. This position is ideal for a leader with a passion for service excellence, people management, and operational efficiency.
Key Responsibilities
- Client & Project Management
- Oversee multiple client accounts and ensure operational excellence.
- Maintain strong client relationships through regular communication and business reviews.
- Ensure projects meet Service Levels (SLAs) and Key Performance Indicators (KPIs).
- Identify and implement process improvements to enhance client satisfaction and efficiency.
- Operational Performance & Compliance
- Drive operational effectiveness by analyzing and optimizing workflows.
- Ensure business operations align with company standards and client agreements.
- Monitor compliance with industry regulations, including ISO 27001:2013 and PCI-DSS 3.2.
- Oversee reporting processes and ensure accurate data analysis.
- Financial & Budget Management
- Manage project P&Ls and ensure financial targets are met.
- Adjust operational budgets to promote profitability.
- Provide financial and performance reports to senior management.
- Leadership & Team Development
- Lead by example, fostering a positive and proactive working environment.
- Develop and mentor Client Operations Managers and Team Leads.
- Encourage a culture of continuous learning and performance improvement.
- Ensure smooth onboarding and training processes for new hires.
- Strategic Growth & Business Development
- Contribute to strategic planning and execution of company-wide initiatives.
- Identify new opportunities to enhance business operations.
- Drive innovation in service delivery and client management.
Profile Requirements
✔ Proven leadership experience – Ability to lead and inspire teams in an operational setting.
✔ Fluent in English and German
✔ Strong analytical mindset – Experience in managing KPIs, financials, and operational metrics.
✔ Excellent problem-solving skills – Ability to find effective solutions to operational challenges.
✔ Strategic thinker – Capacity to see the bigger picture and drive long-term improvements.
✔ Outstanding communication skills – Ability to manage relationships with internal teams, clients, and stakeholders.
✔ Flexible and adaptable – Ability to navigate a fast-paced and evolving work environment.
Nice-to-have:
✅ Experience in contact center operations.
✅ Knowledge of industry best practices and compliance standards.
✅ Background in business process improvement and change management.
What We Offer
- A leadership role in a dynamic and growing company.
- A hybrid working model with office flexibility.
- Opportunities for professional growth and career development.
- A collaborative and supportive work environment.
If you are a results-driven leader with a passion for operational excellence, we’d love to hear from you!
Apply now to join our team!