Customer Experience & Operations Manager

For our client – a well-established international company with operations across multiple markets – we are looking for an experienced Customer Experience & Operations Manager to lead and develop their team in Ruse.

This is a key leadership role combining people management, customer experience and operational performance. You will lead Team Leads and Customer Experience Advisors, ensuring high service standards, strong team performance and customer satisfaction while collaborating with international teams.

Key Responsibilities
Lead, motivate and develop the Customer Experience team and directly manage Team Leads.
Coach employees, conduct performance reviews and identify training and development needs.
Manage performance-related matters, absence management and employee relations in cooperation with HR.
Support recruitment, succession planning and talent development.
Oversee daily operations, including ticket queues, backlogs, workload allocation, workforce and resource planning.
Monitor service levels, KPIs, quality standards and customer satisfaction.
Manage escalated customer and operational issues.
Analyse performance and provide regular reports and insights to senior management.
Identify and implement process improvements and support strategic initiatives.
Collaborate with local and international teams to align resources and business priorities.

Requirements:
3–5 years of proven leadership/management experience, managing a similar-sized or larger team.
Strong background in people management, coaching, performance management and employee development.
Excellent communication, organisational, analytical and problem-solving skills.
Experience with operational data, KPIs and management reporting.
Strong Excel skills, including Pivot Tables and performance analysis.
Ability to manage multiple priorities and make effective decisions in a fast-paced environment.
Proactive, hands-on leadership style with a focus on continuous improvement.
Good technical understanding of electronics, schematics, BOMs, parts and components.
Good command of English.
Experience with SAP and Power BI is an advantage.
What We Offer:
Competitive remuneration package.
Food vouchers.
Additional health insurance.
MultiSport card.
Ongoing training and professional development.
Career growth opportunities within an international organisation.
A key management role with the opportunity to develop both the team and the operation.
Not sure if this position is the right fit for you? Apply anyway – we’ll review your profile and consider you for other suitable opportunities as well.

For more information, please call us at +359 893 507 687 or visit our office at: 23 Panayot Volov Str., Ruse (opposite the Dental Clinic).

Alpha Consult BG - 19 Ltd. - License No. 2892 / 10.10.2019