Senior Operations Manager – Lisbon

About the role

The Senior Operations Manager leads a team of Operations Managers and Team Leaders, ensuring client relationships are strong, service level agreements are met, and financial targets are achieved. This role combines strategic oversight with hands‑on coaching to drive profitability and operational excellence.

Key responsibilities

• Maintain and grow program revenue, overseeing profitability, margins, billing, seat utilization and client retention.
• Ensure comprehensive training, staff development, and employee recognition programs are in place.
• Select, train, develop, and manage performance of direct reports and their teams, aligning work plans with company policies and legal requirements.
• Provide leadership to ensure consistent application of company policies and implement corrective actions when needed.
• Analyze client Service Level Agreements, develop improvement plans, and ensure contract compliance.
• Oversee client relationships, facilitate communication, monitor satisfaction, and partner with Business Development to expand business.
• Conduct regular one‑on‑ones with direct reports, offering performance feedback and developmental support.
• Foster a positive work environment through employee engagement and timely resolution of employee relations issues.
• Participate in cross‑functional meetings with Training, HR, Quality, WFM, and TA to define action plans and drive continuous improvement.
• Maintain strategic vendor relationships, stay abreast of industry trends, and represent the company at trade shows and industry events.
• Host regular business reviews, communicate objectives, and coordinate with functional leaders on operational and capacity requirements.

Required profile

• Associate’s degree (preferred) with more than ten years of professional experience.
• Two to four years of progressive management experience.
• Proven ability to analyze and improve work processes and implement effective actions.

Required skills