Hybrid Operations Director

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About the role

  • 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

Operations Director

Job type

Experience level

Lead

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

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