About the Opportunity Our client is a well-established integral consumer technology brand with a strong international presence. As part of its continued investment in customer experience excellence, the company is seeking a Regional Customer Experience Operations Manager, EMEA to take ownership of customer support operations across multiple European markets. This role offers a unique opportunity to drive customer experience strategy, oversee outsourced service operations, influence product improvements through Voice of Customer (VOC) insights, and partner with cross-functional stakeholders on a regional scale. Key Responsibilities - Own end-to-end customer service operations across EMEA, including phone, email, and chat channels. - Manage and optimize BPO vendor performance against key operational metrics such as CSAT, FCR, SLA, AHT, backlog and resolution rates. - Conduct service quality audits, interaction sampling, and calibration activities to ensure consistent customer experience standards.



- Analyze VOC trends and customer feedback to identify improvement opportunities and influence product and process enhancements. - Lead resolution of complex customer escalations and major service incidents through root cause analysis and corrective action planning. - Ensure compliance with GDPR and relevant European customer protection regulations. - Prepare regional operational reviews and performance reports for global leadership. What We're Looking For - 3+ years of customer service, customer experience, or contact center operations management within Europe. - Strong hands-on experience managing BPO or outsourced customer service vendors. - Deep understanding of contact center KPIs including CSAT, FCR, SLA, AHT, and quality metrics. - Experience building QA frameworks, performing audits, and handling high-severity escalations. - Familiarity with CRM platforms; Salesforce experience is highly desirable. - Business-level English; additional European languages are a significa

📌 Customer Operations Manager (Lugo)
🏢 First Point Group
📍 Lugo