WorkNomads is looking for an experienced Operations Manager to build, launch, and scale a brand-new BPO operation for a new client. This role is perfect for someone who brings strong expertise in business processes mapping and digital transformation in customer experience and thrives in dynamic environments, enjoys creating structure from scratch, and knows how to turn a new partnership into a long-term success.
You’ll take ownership from day one — designing the operational setup, assembling the right team, and ensuring a smooth go-live while setting the foundations for future growth.
Location: Remote (EU-based candidates only)
Dare to have a mission:
- Lead the end-to-end setup of a new BPO team for a newly onboarded client, from planning to go-live.
- Define operational requirements together with internal stakeholders and the client (headcount, skills, KPIs, SLAs, workflows).
- Partner with the Recruitment team to hire, onboard, and ramp up agents and Team Leads according to project timelines.
- Design and implement processes, playbooks, and quality standards to ensure consistent and scalable service delivery.
- Own the initial stabilization phase post-launch, identifying risks early and driving fast, effective solutions.
- Set performance targets, monitor KPIs, and introduce reporting structures from day one.
- Act as the main operational point of contact for the client, building trust and long-term partnership.
- Manage escalations and ensure service levels are met while the operation scales.
- Continuously optimize workflows, staffing models, and performance as the team grows.
- Build a strong team culture focused on accountability, engagement, and continuous improvement.
Requirements
The tools in your backpack:
- Fluency in English is mandatory; additional EU languages are a strong plus.
- 5+ years of experience in BPO or contact center operations, with proven exposure to launching new teams or client programs.
- Strong expertise in business processes mapping and digital transformation in CX.
- Bachelor’s degree in Business, Management, or a related field (or equivalent experience).
- Demonstrated experience in project-based operational setups, transitions, or start-up operations.
- Strong people leadership skills with the ability to motivate teams in fast-changing environments.
- Solid understanding of KPIs, SLAs, quality frameworks, and workforce planning.
- Excellent stakeholder management and client communication skills.
- Data-driven mindset with the ability to translate insights into action.
- Comfortable working remotely and coordinating across multiple functions.
Benefits
Perks of being one of us:
- Flexible work setup: work fully remotely from any country in the EU on a freelance/B2B contract, or join our Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package.
- Autonomy: an environment where your technical vision matters, and you own your work-life balance.
- Growth: a personalized career development program to fuel your journey; learn from experts, expand your craft, and work across industries.
- Global vibe: an international, dynamic, remote-first workplace.
- Connectivity Support: coverage for internet and phone bills (50 EUR gross).
- Total Rewards: paid time off and competitive remuneration.
- Community: team get-togethers and networking events are in our DNA!
- Seamless Living: need a base? Digitally check into a spacious room at our WN LAB Hotel, Bulgaria’s biggest and coolest 4★ co-living hotel. No deposit, with special discounted rates for single apartments starting from 660 EUR/month (utilities & cleaning included!).
- Be part of something beyond work: culture, values, impact.
How to Apply / What Happens Next:
1. Send us your CV by hitting the “Apply” button.
2. You will hear from one of our Global Talent Connectors within 5 business days with the next steps.
3. Meet us on MS Teams and tell us what excites you.
4. Next stage could be a test or a task - we want to see what you DO (not just what you say)
5. Along this journey and depending on the role you are applying for, prepare to meet either our Chief Talent Gaucho, your future leader or our Head Honcho!
Want to learn more? Check us out below:
https://www.worknomads.com/
Interest piqued? Join us!
WorkNomads — A Nation Without a Country
We celebrate the right of every human to be themselves and provide opportunities for global talent to shine. Diversity, social equity, and inclusion are at the core of who we are. We create an environment where different voices are respected, heard and empowered in equal measure. We’re breaking down the boundaries by designing a new nomadic economy by enabling people to do what they love and be where they want.
