Operations Manager – BPO (New Client Launch) (Remote)WorkNomads • New York, New York, United States
Operations Manager – BPO (New Client Launch) (Remote)
WorkNomads
- New York, New York, United States
- New York, New York, United States
À propos
Operations Manager
to build, launch, and scale a brand-new BPO operation for a new client. This role is perfect for someone who brings strong expertise in business processes mapping and digital transformation in customer experience and thrives in dynamic environments, enjoys creating structure from scratch, and knows how to turn a new partnership into a long-term success. Location: Remote (EU-based candidates only).
Responsibilities
Lead the end-to-end setup of a new BPO team for a newly onboarded client, from planning to go-live.
Define operational requirements together with internal stakeholders and the client (headcount, skills, KPIs, SLAs, workflows).
Partner with the Recruitment team to hire, onboard, and ramp up agents and Team Leads according to project timelines.
Design and implement processes, playbooks, and quality standards to ensure consistent and scalable service delivery.
Own the initial stabilization phase post-launch, identifying risks early and driving fast, effective solutions.
Set performance targets, monitor KPIs, and introduce reporting structures from day one.
Act as the main operational point of contact for the client, building trust and long-term partnership.
Manage escalations and ensure service levels are met while the operation scales.
Continuously optimize workflows, staffing models, and performance as the team grows.
Build a strong team culture focused on accountability, engagement, and continuous improvement.
Tools in Your Backpack
Fluency in English is mandatory; additional EU languages are a strong plus.
5+ years of experience in BPO or contact center operations, with proven exposure to launching new teams or client programs.
Strong expertise in business processes mapping and digital transformation in CX.
Bachelor’s degree in Business, Management, or a related field (or equivalent experience).
Demonstrated experience in project-based operational setups, transitions, or start-up operations.
Strong people leadership skills with the ability to motivate teams in fast-changing environments.
Solid understanding of KPIs, SLAs, quality frameworks, and workforce planning.
Excellent stakeholder management and client communication skills.
Data-driven mindset with the ability to translate insights into action.
Comfortable working remotely and coordinating across multiple functions.
Benefits
The chance to build something from scratch and leave a lasting impact on a new client partnership.
A role with real ownership and decision-making power.
A remote-first, international environment built on trust and autonomy.
Personalized career development and growth opportunities.
Competitive salary and benefits package.
Access to WorkNomads’ global community, co-working spaces, and events.
A diverse, inclusive workplace where individuality is celebrated.
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Compétences linguistiques
- English
Avis aux utilisateurs
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