Match score not available

Unlock Premium Benefits Today!
🚀 Elevate your career with priority access.
Stand out to top recruiters with Jobgether Priority Access:
  • ✅ Top Match: We help you identify job offers where you're a perfect fit.
  • ✅ Exclusive Referral Service: Connect directly with recruiters as a Jobgether Certified Premium User.
  • ✅ Personalized Feedback: Receive feedback and expert guidance on applications, and have your profile manually reviewed.

Start Your Free Trial Now!

Start my free trial

Operations Lead (Remote in Portugal)

Remote: 
Full Remote
Contract: 
Full time
Salary: 
15 - 38K yearly
Experience: 
Senior (5-10 years)
Work from: 
Portugal, Ireland

Offer summary

Qualifications:

5+ years in support or managerial roles, Experience in Shared Services BPO is a plus, Strong intellectual and analytical skills, Excellent written and verbal communication, Highly organized with attention to detail.

Key responsabilities:

  • Manage partner relationships and operations
  • Ensure service delivery meets client requirements
  • Monitor team development and provide feedback
  • Create and submit operational reviews to clients
  • Lead projects and manage budgets and forecasts
Otonomee logo
Otonomee Scaleup https://www.otonomee.com/
51 - 200 Employees
About Otonomee
Founded in 2020, Otonomee is one of the world’s first purpose built, remote first, outsourcing companies (BPO) who provides partner companies with outsourced sales and customer support solutions. We design, build and operate outsourced people and technology solutions for growing businesses. Our solutions help customers protect their brand as they grow their customer base, move into new markets and find efficiencies to support their growth. We leverage the benefits of a remote first model to attract talent from a wider talent pool and are achieving industry leading retention levels for our partners. Our services are available 24/7 in all European languages. We currently support partners operations in Ireland, the US, UK and across Europe.
See more Otonomee offers

Job description

About The Role
Job Title: Operations Lead
Location: Remote in Portugal 
Terms: Permanent Contract / Full-Time 40h weekly
Schedule: Monday to Friday 09h00 to 17h30

ABOUT THE ROLE
We are looking for a Operations  Lead to manage and support our partner OURA. We are looking for someone with leadership qualities. Your role as a leader will look to inspire people to do their best and to create a great relationship with our partners. Within your team you should be able to create an environment that is built on open communication, trust, creative thinking, and team effort. 
  
The Ops Lead will be responsible for delivery operations and meeting targets relating to the Clients contact and service delivery requirements along with improving and developing the team. This will include day-to-day responsibility for managing relationships with senior client management and internal stakeholders and ensuring the operations delivers the required performance and being committed to delivering a great customer experience.
  
This is a permanent work from home role but there is an expectation that, where necessary, the Ops Lead  will travel to meet some partners. 
 
WHAT YOU'LL BE DOING 
  • Working  as a key point of contact for our partners, attending partner meetings and working with the team to ensure we deliver to contracted requirements. 
  • Ensuring the effective allocation of resources to deliver the department’s services and activities. 
  • Ensure all relevant documents and material is maintained and updated.
  • Create weekly, monthly and quarterly operational and business reviews and submit to the client, provide a valuable contribution to review meetings and strategy sessions.
  • Taking ownership of weekly, monthly, and quarterly deliverables for internal and external stakeholders, ensuring the quality of outputs are in line with the agreed SLA’s. 
  • You will be responsible for managing and developing employees within the department. This includes ensuring that employees are clear about expected standards of performance, motivated, and professionally developed. 
  • The development, monitoring and review of policies, processes, and procedures, including further development ensuring activities are delivered consistently within agreed timelines. 
  • Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets!
  • Actively look for opportunities and improvements for development and Be innovative, share ideas and drive improvement in Process, People and Technology.
  • Liaise clearly and confidently with all internal and external stakeholders to plan, agree, schedule, and deliver best practice. 
  • Deal with any escalations to ensure a positive resolution for the customer. 
  • Assist in interviewing, hiring, and training new candidates. 
  • Manage and lead individual project work to ensure it meets strategic objectives. 
  • Manage and lead department projects and initiatives as required, ensuring they meet strategic objectives and implementation is achieved on time.
  • Manage contract change control, budgets and billing including regular and accurate forecasting and call out of financial risk at appropriate times.
Your profile
ABOUT YOU 
  • You have a minimum of 5 years' experience in leading a support function or managerial position. 
  • Experience of working in a Shared Services BPO an advantage 
  • You have excellent intellectual and analytical ability. 
  • You are willing to take ownership of issues and can communicate effectively with clients and colleagues. 
  • You have the confidence and knowledge to provide constructive feedback to your team and the customer to help support their development. 
  • You can rapidly assimilate and digest volumes of information. 
  • You are a strategic thinker, able to take the lead and work to achieve organisational goals. 
  • You have excellent written and verbal communication skills. 
  • Highly organised with a systematic approach to work and excellent attention to detail
  • You can work under pressure, prioritise, and handle significant workload. 
  • You can work in partnership with Operations and your colleagues in the support teams to provide customer feedback and ensure requests are resolved promptly. 
  • You manage customer communications during service events ensuring extensive communication with the customer and all customer facing groups, including Senior Leadership
  • Excellent presentation skills
Why us?
WHAT YOU GET IN RETURN: 
  • Fully Remote work based in Portugal 
  • A competitive salary
  • Internet Allowance (20 Euros per month) and Meal Allowance (7.63 Euros daily)
  • Equipment provided
  • Home office allowance 
  • A Buddy on joining 
  • Online Gym and Wellbeing Studio.  
  • The opportunity for professional growth.  
  • Fun company events and team outings.  
  • Autonomy and Responsibility
 
OUR RECRUITMENT PROCESS 
  1. 30 min Teams interview with the Recruitment Team
  2. Language test if applicable to the role
  3. 45 min Teams interview with the Hiring Team
Apply for this job
About us

Otonomee is a purpose built, fully remote BPO. Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry. Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.

Otonomee’s Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry. The pandemic (i.e. the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for clients.

By leveraging Otonomee’s remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach.  Our Clients’ share our commitment to great Customer Service by promoting a positive employee experience and sustainable & equitable future.

Otonomee is a purpose driven company and a Certified BCorp since 2023. This means that we are one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.

We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow

Required profile

Experience

Level of experience: Senior (5-10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Customer Relationship ManagementPerformance ManagementProject ManagementPresentation TrainingBusiness Process Outsourcing

Other Skills

  • Time Management
  • Strategic Thinking
  • Organizational Skills
  • Creative Thinking
  • Team Building
  • Verbal Communication Skills
  • Analytical Thinking
  • Leadership
  • Problem Solving
Are you interested?

Related jobs

See more jobs
Sign in or sign up with Google or LinkedIn