Operation Manager

Description

Job Summary: Assist Digital is seeking an Operation Manager for its Valencia offices, responsible for the launch and operational deployment of new markets for clients in the automotive sector. Key Highlights: 1. Strategic role with operational and financial responsibility for the service. 2. Collaboration on continuous improvement initiatives to enhance efficiency and profitability. 3. Professional growth plan and training within a dynamic environment. Assist Digital is a customer experience management company. We provide comprehensive services that combine human and artificial intelligence to improve our clients’ business performance. We are currently recruiting for our Valencia offices: **Operation Manager** Responsible for the go-live and operational deployment of each new market or scope for one of our automotive clients. **What We Are Looking For:** * More than 5 years of experience in BPO, CX (customer experience) outsourcing, or automotive after-sales, with at least 3 years in go-live, expansion, or transformation roles. * Demonstrable track record launching contact center operations from scratch (location selection, hiring, and process design) in multinational environments. * Experience managing automotive accounts. * Familiarity with multi-market and multilingual BPO environments. * Experience in project kick-off and managing complex services for highly structured corporate clients. * Solid experience in financial service management (budgeting, cost control, and profitability). * Ability to lead service delivery using a data-driven approach, monitoring operational and financial KPIs. * Experience directly managing clients as the Operational Point of Contact (POC). * Accustomed to working with high volumes, with a strong focus on operational efficiency and cost optimization. * Experience coordinating teams and collaborating with internal departments (Operations, Workforce, Finance, Quality). * Excellent planning, control, and prioritization skills. * Assertive, proactive profile with strong operational leadership. * High level of English (C1/C2); other languages (Italian or Portuguese) are a plus. **Preferred Qualifications:** * Experience in the automotive sector * High level of English; Italian is a plus * Experience in international and multicultural environments * Proficiency with reporting tools, data analysis, and financial control * Willingness to travel. **Your Responsibilities:** * Serve as Operational Manager for a strategic client, with accountability for operational and financial service delivery. * Act as the client’s Operational Point of Contact (POC), managing communications, escalations, and priorities. * Oversee the service’s financial performance, ensuring achievement of budget, forecast, and profitability targets. * Manage key operational levers (volumes, productivity, staffing) to ensure efficiency and cost sustainability. * Coordinate services across multiple sites and/or countries, ensuring operational consistency. * Ensure compliance with operational KPIs and contractual SLAs. * Lead performance reviews and operational control activities, identifying corrective actions. * Collaborate with internal departments to optimize costs, capacity, and service quality. * Prepare structured reports for clients and senior management. * Contribute to continuous improvement initiatives focused on efficiency, quality, and profitability. **What We Offer:** * A professional growth plan oriented toward developing your skills. * Internal training programs. * A dynamic and international work environment. **Assist Digital was certified as a Great Place to Work in Italy in 2017.** **\#ThinkDigitalThinkAssist** **JOIN OUR TEAM!**