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 

  1. 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. 
  1. 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. 
  1. 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. 
  1. 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. 
  1. 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!