Delivery Operations Systems & Process Manager to architect AI automation for global delivery organization at Snowflake. Collaborate across teams to optimize delivery operations and systems.
About the role
- Managing Director overseeing Batmaid’s Lisbon operations and customer service hub. Leading team management, operational excellence, and compliance with local labor laws.
Responsibilities
- Oversee daily operations and ensure service levels and KPIs are met
- Lead and support Team Leads and Customer Service Operators (ultimately supervising 3 to 5 Team Leads and 30-40 Operators)
- Drive productivity, quality, and continuous improvement.
- Serve as the on-site leader for all staff matters.
- Support HR processes (onboarding, performance management, warnings, terminations) with the Group HR Director.
- Foster a positive, compliant, and engaged work environment.
- Coordinate and supervise future support teams based in Lisbon (e.g. Marketing).
- Act as the local point of contact for cross-functional collaboration with HQ (Switzerland)
- Ensure smooth functioning of the office, infrastructure, and local vendors.
- Support compliance with Portuguese labor law and internal company policies.
- Provide regular reports to Group leadership on performance and staffing.
- Ensure clear communication between Lisbon teams and headquarters.
Requirements
- Proven experience in leading operations teams, ideally in customer service, BPO, or shared-service environments.
- Strong people management skills, with experience handling HR-related matters.
- Excellent organizational and problem-solving ability; operationally hands-on.
- Strong communication and interpersonal skills; ability to work cross-functionally and internationally.
- Experience in a fast-scaling environment is an asset.
- Fluency in **English** required; fluency in **Portuguese** is a strong advantage; French or German a plus.
- **Personal Qualities**
- Leadership presence and the ability to inspire trust and confidence.
- Pragmatic, structured, and process-oriented.
- Resilient and capable of managing rapid operational growth.
- Culturally sensitive and able to bridge communication between local teams and headquarters.
- High integrity, discretion, and professionalism.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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