About the Opportunity

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Our client is a well-established global 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 general 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 platfor

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