About the OpportunityOur client is a well-established general 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 significant advantage.- Ab

📌 Customer Operations Manager (Alicante (Alacant))
🏢 First Point Group
📍 Alicante (Alacant)