Foundever is a global leader in business process outsourcing, digital customer experience, and innovation. We support the world’s best-known brands by delivering seamless customer journeys and operational excellence. We are now looking for an experienced Operations Manager to join our Gdańsk hub and take ownership of strategic and operational delivery for one of our key German-speaking clients.
Operations Manager (German, English)
On-site in Gdańsk
Relocation package: PLN 5,500
Key responsibilities:
- Provide leadership and direction to Team Managers, ensuring operational KPIs are consistently met,
- Conduct regular performance reviews and 1:1s, supporting growth and development of direct reports,
- Manage absenteeism and attrition across teams, implementing corrective actions where necessary,
- Oversee campaign migrations and onboarding of new projects,
- Maintain strong client relationships at an operational level: reporting, escalations, change management,
- Analyze and present operational and financial results to both clients and senior management,
- Ensure budget targets, revenue, and EBITDA are achieved, including accurate invoicing of billed hours,
- Coordinate audits, compliance checks, and action plans to address quality improvements,
- Foster a culture of open communication, accountability, and recognition within the teams.
Requirements:
- Minimum 2–3 years of experience in a BPO/contact center environment, preferably in an Operations Manager or similar role,
- Proven background in managing customer service operations and achieving KPI targets,
- Advanced proficiency in German and English (C1) – spoken and written,
- Strong interpersonal, leadership, and coaching skills,
- Solid analytical and financial acumen with experience in P&L management,
- Ability to handle client escalations, build trust, and act as a business partner,
- Excellent organizational skills with the ability to prioritize and manage multiple projects,
- Dependable, proactive, and able to work with minimal supervision.
We offer:
- Stable employment in a growing international organization,
- Quarterly performance bonuses tied to KPI achievements,
- Relocation package of PLN 5,500 for candidates moving to Gdańsk,
- Attractive benefits: Multisport card, private medical care, life insurance, holiday allowance, eyewear subsidy,
- Development opportunities: access to internal training platforms,
- A people-focused culture that values teamwork, open feedback, and continuous improvement.
Poznaj
Foundever
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.