Hybrid Operations Director

at BARE International

• Job title: Operations Director
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Budapest, Hungary

About the role

• Operations Director overseeing client operations for BARE International, a customer experience consulting firm. Responsible for team management, client satisfaction, and operational efficiency in a hybrid role.

Responsibilities

• Supervise the activities of assigned operational teams & ensure all client needs are met.
• Coordinate the work of KAM TLs, Client Service Manager and RM leaders.
• Participate and contribute to monthly global OPS calls.
• Coordinate all client business accounts, ensuring all deadlines are met in a timely and orderly fashion.
• Maintain the client relationship and oversee client satisfaction.
• Build relationship by establishing trust and credibility through regular meetings and communication.
• Respond to all client calls, emails, and texts within 24 working hours.
• Exceed quality expectations by constantly monitoring data and results, proactively informing the client of any concerns, and working with the team to immediately correct and improve results.
• Resolve promptly key operational problems/issues.
• Conduct or attend in-person meetings at client or BARE offices.
• Supervise all team members of KAM and RM departments.
• Provide training, coaching, and mentoring to new and existing employees; assist in the orientation/acclimation process for new employees.
• Communicate effectively and positively with team members in many locations with diverse backgrounds.
• Organize team meetings and participate in regular 1:1’s with RM and KAM TLs for coaching & development.
• Address performance issues when necessary and keep accurate documentation of all performance counseling sessions, positive or performance-improvement.
• Motivate team’s participation towards operational goals.
• Monitor workloads, and coach and motivate staff with clear goals and feedback.
• Conduct regular formal performance appraisals for KAM/RM TLs and follow up on departmental individual goals.
• Conduct team audits to ensure adherence to processes and procedures.
• Create a customer-focused and positive team spirit.
• Align local KPIs with Global KPIs to ensure drive towards corporate goals.
• Guide and control assigned staff with evaluator recruitment; ensure quality control of projects, set up research surveys/accounts, audit submitted reports as needed.
• Ensure high and timely completion of the projects.
• Define and communicate client needs, goals, methodologies, and research scopes to the team.
• Identify Operational/Fieldwork issues and recommend solutions.
• Author project summaries, analyses, or case studies when required.
• Coordinate the reporting needs of clients with close cooperation of the Business Intelligence team.
• Create and conduct tailored presentations to clients.
• Monitor client budgets and billing process for accuracy and timeliness.
• Monitor project budget; evaluate and implement opportunities to reduce operational costs.
• Coordinate monthly client invoicing and evaluator payments.
• Research and resolve evaluator payment issues and questions.
• Compile monthly financial reports (e.g. Shop Metrics, Revenue Analysis, Budgets, etc.).
• Communicate monthly revenue analysis wins and opportunities with team; set goals and strategies for cost-cutting and cost optimization.
• Develop and implement operational strategies to maximize efficiency and eliminate waste/redundancy.
• Remain aware of all specification changes and subsequent impact on costing and client fees.
• Assist in strategy development and execution.
• Organize and attend Internal Project, Account Review, and Operational meetings.
• Assist with the implementation of company policies and procedures through leadership by example.
• Participate in management meetings; provide consultative feedback to management and superiors; provide advice and assistance to senior management in the planning, implementation, and evaluation of modifications to operations, systems, and procedures.

Requirements

• Bachelor’s degree and three years’ relevant work experience.
• Knowledge of customer experience industry, relevant business cycles, and evaluation programs.
• Demonstrate leadership skills.
• Proven conceptual and strategic skills.
• Record of developing and documenting procedures and processes based on knowledge and experience.
• Demonstrated ability to communicate effectively verbally and in writing at all levels within and outside of the organization.
• Proven ability to respond to team and customer needs in a timely and effective manner.
• History of meeting commitments on time and on budget.
• Demonstrated ability to problem-solve and find creative solutions to problems using available resources.
• Record of providing recommendations to improve quality and productivity in a clear and comprehensive manner.
• History of managing multiple projects at different stages in a deadline-driven environment while always keeping costs and budgets in mind.
• Proven ability to produce required deliverables within established timelines including while under pressure or within tight turnaround times.
• Demonstrated ability to self-motivate and work effectively with minimal supervision.
• Ability to receive and apply constructive criticism for professional growth.
• Advanced proficiency with Microsoft Outlook, Word, Excel and AI.

Benefits

• Professional development opportunities
• Accommodations for reasonable requesting process