Regional Customer Experience Operations Manager

🚀 Hiring: Regional Customer Experience Operations Manager – EuropeWe are supporting a global consumer technology company in hiring a Regional Customer Experience Operations Manager to take ownership of customer service operations across Europe.This is a newly created role with significant ownership. You will be the regional CX operations lead, responsible for building and managing a scalable, multi-country customer service model across key European markets.📍 Location: Europe-basedPreference for candidates based in the UK, Germany, France or SpainRemote-based working arrangement, subject to business needs.What you’ll own• Lead multi-language customer service operations across major European markets• Manage and govern external BPO partners, including performance, service quality, SLA, cost and operational risk• Oversee key contact-center KPIs including CSAT, FCR, AHT, resolution rate, backlog and SLA compliance• Build and improve QA standards, calibration mechanisms and service processes• Conduct service quality reviews and support audits of phone, email and chat interactions• Lead high-severity customer escalations, root-cause analysis and corrective action plans• Consolidate VOC insights across markets and work with Product, Engineering and Supply Chain teams to drive improvements• Support both pre-sales and after-sales customer experience operations• Ensure local service practices comply with GDPR and European consumer regulations• Work closely with global leadership and cross-functional teams based in AsiaThe regional outsourced customer service organization is expected to scale significantly, so we are looking for someone who has already managed complex operations and is comfortable leading through BPO partners.What we’re looking for• 5+ years of Customer Service / Customer Experience / Contact Center Operations experience in Europe• Strong hands-on experience managing BPO / outsourced customer service vendors• Experience managing or influencing customer service organizations of 30–50+ people, with the ability to scale further• Strong knowledge of contact-center operations, QA and performance management• Experience handling complex customer escalations and service incidents• Experience working across multiple European markets and languages• Fluent business English; an additional European language is highly preferred• Consumer electronics, home appliances, smart hardware, mobile devices or automotive experience is highly relevant• Comfortable working in a fast-paced, international environment and collaborating across time zones• Must be legally authorized to work in the relevant European marketExperience working with a global or Asia-headquartered company would be a strong advantage.If you have led European customer service operations and know how to turn BPO partnerships into consistently strong customer experiences, I’d be happy to connect.📩 Feel free to message me directly for a confidential discussion.#Hiring #CustomerExperience #CustomerService #CXOperations #BPO #ContactCenter #EMEAJobs #CustomerCare #ConsumerElectronics #EuropeJobs