Workster is partnering with a leading company to find a German-speaking Senior Operations Manager to oversee and optimize program performance. This role is ideal for highly experienced professionals who thrive in managing large teams, driving strategic initiatives, and ensuring operational excellence. If you have a strong leadership background in retail, customer service, or technical support, this is a fantastic opportunity to lead in a fast-paced, results-driven environment.

Your Role:

  • Oversee daily operational activities, ensuring alignment with the Statement of Work (SOW).
  • Drive program performance by monitoring SLAs, KPIs, and implementing continuous improvement strategies.
  • Enhance efficiency across departments, including Recruitment, Training, Quality, HR, IT, and Finance, by optimizing coordination and communication.
  • Implement quality control measures, manage key deliverables, and maintain strong team engagement.
  • Lead strategic process improvements and initiatives that drive long-term operational success.
  • Contribute to business development by assisting in proposal creation and strategic planning.
  • Set operational goals, delegate responsibilities to Team Leads, and conduct regular meetings to improve performance and customer satisfaction.
  • Actively participate in short- and long-term organizational planning as a key management team member.
  • Balance stakeholder expectations, ensuring teams align with broader business objectives.
  • Manage and optimize performance for Team Leaders and Associates, ensuring SLAs and KPIs are consistently met.
  • Lead and deliver complex client engagements, identifying and implementing creative business solutions.
  • Participate in customer reviews, forecasting, and planning sessions to prepare for operational demands and seasonal trends.
  • Drive exceptional customer service by proactively understanding and addressing client needs.

Your Qualifications:

  • Language Proficiency: Fluent in German (B2 or above), with strong written and spoken English (B2 level or higher).
  • Education: Bachelor’s or higher degree (Postgraduate Diploma/Master’s Degree preferred).
  • 8+ years in a related field (preferably retail or similar industry).
  • 1-2 years in a managerial or leadership role overseeing large-scale operations.
  • Experience in technical service, customer service, or contact center operations is highly valued.
  • Background in online retail operations is a plus.
  • Leadership Skills: Proven ability to manage 50-100 full-time employees (FTEs), driving performance and engagement.
  • Strategic & Operational Mindset: Ability to plan, forecast, and implement business solutions effectively.
  • Flexibility & Resilience: Willingness to work extended hours, including weekends and holidays, if required.
  • Independent & Effective Under Pressure: Ability to lead autonomously in a high-pressure environment.

The Offer:

  • Leadership Opportunity – Take charge of high-impact projects in a thriving and fast-growing environment.
  • Strategic Influence – Play a key role in shaping operational success through hands-on leadership and decision-making.
  • Career Growth & Professional Development – Gain access to high-level training and career progression opportunities.
  • Collaborative & Supportive Culture – Work with a dynamic, innovative team that values teamwork and problem-solving.
  • Employee Well-Being & Benefits – Private health insurance and a workplace that promotes work-life balance.