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Operations Manager

Operations Manager

HCLTechKraków, Województwo małopolskie, Polska
26 dni temu
Opis pracy

Job Summary

As a Customer Service and Tech Support Operations Manager, you will oversee a dynamic team of team leads, ensuring exceptional delivery of customer service and technical support projects. Your leadership will be pivotal in maintaining high standards, implementing best practices, and driving continuous improvement for European clients. This role is instrumental in supporting business growth, enhancing customer satisfaction, and ensuring the timely completion of deliverables across multiple projects.

Key Responsibilities

  • 12 to 15 years of experience into managing Customer Service and Tech Support business
  • Flexible to work from office and should be from Krakow
  • Familiar with European customers
  • Managed teams (40 – 50 FTE’s)
  • To Provide Required Support To Resolve Escalated Issues Related To Programs / Projects Undertaken And Team Performance
  • To Manage Excellent Relationships With Customer / Business Units And Ensure Positive Customer Satisfaction For Deliverables Provided
  • To Implement Best Practices, Develop Processes / Procedures And Identify Process Efficiency Measures So As To Improve Deliverables' Quality & Innovate Global Project Management Methodology With A View To Maximize Value Provided To The Business Units
  • To Contribute To Business Growth Through Expansion Of Current Service Offerings And Is Accountable For Scope, Budget And Delivery Of Projects
  • To Monitor The Progress Of All Projects And Deliverables So As To Submit Weekly Project Status Reports In A Timely Manner
  • To Review & Analyze Deliverables And Performance Of Teams Across Countries
  • To Ensure That All Project Deliverables Are Completed In The Agreed Customer Timelines

Skill Requirements

  • Bachelor’s degree in Business, Technology, Management, or a related field; advanced degree or relevant certifications (e.g., PMP, ITIL) are a plus.
  • 12 to 15 years of experience managing customer service and technical support operations, preferably within the technology sector.
  • Demonstrated experience managing teams of 40–50 FTEs, including remote and cross-cultural teams.
  • Proven track record in overseeing multiple, concurrent projects with European clients.
  • Strong understanding of project management methodologies, process improvement, and best practices.
  • Excellent problem-solving, conflict resolution, and escalation management skills.
  • Exceptional communication, interpersonal, and relationship management abilities.
  • Proficient in project management and reporting tools.
  • Experience working in a multinational environment and familiarity with European regulatory / compliance frameworks.
  • Ability to adapt to changing business needs and priorities in a fast-paced setting.
  • Proficiency in multiple European languages is an advantage.
  • Willingness to work from the office in Krakow.
  • Life insurance
  • Private medical care
  • MultiSport Card
  • Subsidy for glasses
  • Subsidy to language courses
  • Christmas and holiday bonuses

    • Seniority level

  • Director

    • Employment type

  • Full-time

    • Job function

  • Customer Service and Management
  • Industries
  • IT Services and IT Consulting

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