Customer Operations Manager

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We are looking for a Customer Operations Manager to join our team in Lisbon/Oeiras, focused on ensuring service excellence and managing logistics operations across the EMEA region. This is a challenging opportunity for a professional with strong communication skills, emotional intelligence, and analytical capabilities, who thrives under pressure and drives continuous improvements.

Responsibilities:

Serve as the escalation point of contact for operational issues and as an expert in Logistics and Order Management (OM) tools and processes, including the Business Continuity Plan (BCP).
Manage the backlog end-to-end and ensure regional operational metrics meet company standards.
Drive service delivery improvements through corrective plans and performance measurement.
Identify trends in operational metrics and collaborate proactively to implement improvements.
Work with supply chain operations teams to influence service delivery improvements and increase capability across the territory.
Coordinate the operational implementation of non-standard deals or special programs.
Support asset recovery operations to optimize the return of defective devices.
Prepare and present regional service delivery and operations reviews to internal stakeholders.
Manage operational reporting tailored to business requirements, applying analytical and program management skills.
Identify root causes and implement corrective actions for customer escalations, collaborating with cross-functional teams to improve service delivery.
Resolve critical, high-impact escalations by engaging cross-functional teams to drive service improvements and expanded capabilities across the territory.
Consult with management to influence and assist in driving improvements that increase customer satisfaction while maintaining profitability.

Qualifications:

2+ years of relevant experience.
Bachelor’s degree or equivalent (preferably in Logistics or Management).
1+ year of experience in Logistics and Customer Service.

Desired Skills:

Ability to work independently and make decisive decisions.
Focus on achieving measurable goals and service performance.
Experience managing critical escalations and working in high-pressure environments.
Ability to influence teams and management at various levels, including sales teams and direct customers.
Fluent in English; knowledge of Arabic is a plus.
Strong written and verbal communication skills at an executive level.
Experience working with teams and customers across the EMEA region.
Comfortable working with sales teams, direct customers, channel partners, and third-party vendors.

Offer:

Location: Lisbon/Oeiras.
Salary around €2500, with flexibility to discuss salary expectations.

If you have the skills mentioned and are looking for a challenge in operations and logistics, this is your opportunity! Please send us your CV to proceed with the application.

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