Public summary
Seeking a Senior Operations Performance Manager to oversee and optimize the performance of external service providers within a Customer Service department for a global mobility service leader. The role involves managing the full performance lifecycle of service providers, including quality assurance, employee development, escalation handling, cost governance, and continuous improvement initiatives. The ideal candidate has over 5 years of experience in operations, vendor management, or customer service delivery in a BPO setting, strong analytical skills, effective stakeholder communication abilities, and fluency in English. German language skills are advantageous but not required. Benefits include mobility allowances, access to AI tools, flexible working model, and support for retirement and volunteering.
Location and work setup
- Location
- Berlin
- Remote status
- Hybrid
- German requirement signal
- No German Required Detected
- Detected job language
- English
Responsibilities
Monitor compliance of service providers with qualitative requirements, validate SLAs, implement and review KPIs, and benchmark performance. Oversee staff qualifications and training at service providers to ensure quality service delivery. Ensure robust escalation and complaint handling processes. Manage budgets and cost governance related to external services, including seamless invoicing. Analyze performance and cost data to identify trends and optimize service quality and forecasting. Cultivate strong, trustful relationships with service providers to align on expectations and strategic goals.
Qualifications
Minimum 5 years in operations management, vendor performance, or service delivery within BPO or customer service environments. Proven experience working with or within BPO providers. Strong performance and quality mindset with ability to design and monitor KPIs. Excellent communication and stakeholder management skills. Proficient analytical and technical capabilities, including advanced Excel and MS Office skills. Willingness to travel occasionally and fluent English; German language skills are a plus.