Operations Manager (m/f/d)
yoummday US is seeking an experienced Operations Manager to establish and lead a new customer service and sales program for an industry-leading client in the travel industry. This is an opportunity to build the program from the ground up: shaping its strategy, defining its processes, and driving performance toward ambitious growth targets. The Operations Manager will hold full responsibility for both the operational and process-related aspects of the program and will work closely with senior leadership, with a direct impact on yoummday’s expansion in the U.S. market. The role oversees up to five Talent Coordinators, each of whom coordinates a network of up to 25 independent customer service professionals assigned to the program.
Key Responsibilities
- Serve as the primary point of contact for the client, translating client requirements into operational processes and ensuring high-quality execution in close coordination with the Talent Coordinators. •
- Own end-to-end project management of the program, from launch through ongoing delivery: build workflows and capacity plans, translate client-defined goals into day-to-day operations, and manage timelines, milestones, and risks. •
- Lead, coach, and motivate a team of up to five remote Talent Coordinators, setting clear targets, overseeing their progress toward client goals, providing regular feedback and development, and empowering them to work independently, with a focus on maximizing customer satisfaction and sales performance.
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- Analyze all relevant program KPIs, including customer satisfaction, sales conversion, service levels, and quality; identify areas for improvement early and proactively drive timely optimizations. •
- Prepare regular performance reports and business reviews for the client and senior leadership. •
- Coordinate all internal and external stakeholders to ensure seamless processes, and collaborate closely with the operations management team, including colleagues in Europe, to drive continuous process improvement.
Required
- 3 -5 years of experience in operations management or team leadership, with a minimum of three years required. •
- At least two years of customer service experience in any setting. •
- Experience in the travel industry or in hotel hospitality. •
- Proven experience coaching and developing team leaders or supervisors, including in a remote setting. •
- Demonstrated project management experience, including planning, prioritizing, and delivering multiple workstreams on schedule. •
- Proven track record of building, leading, and motivating high-performing teams, setting clear targets, monitoring KPIs, and driving revenue growth while maintaining customer satisfaction. •
- Demonstrated success managing client relationships, with a strong understanding of client needs and delivery against KPIs. •
- Strong analytical skills and experience using performance data to make operational decisions. •
- Excellent written and verbal communication skills in English, with the ability to engage confidently with client executives. •
- A confident, authoritative leadership style: sets clear direction, brings deep subject-matter knowledge, and earns buy-in through expertise rather than pressure. •
- A structured, organized approach to work, with the ability to balance quality with sales results and adapt quickly to changing priorities. •
- Ability to work effectively in a fast-paced remote environment and in cross-functional, intercultural teams.
Preferred
- Bachelor’s degree in business, hospitality, or a related field, or equivalent professional experience. •
- Experience launching new programs or accounts, particularly in a BPO or outsourced CX setting. •
- Professional proficiency in Spanish.
Compensation and Benefits
This is a hybrid position based in Miami, Florida, with an anticipated start date of December 2026 to January 2027. •
- Competitive salary •
- Generous paid time off •
- Medical, dental, and vision insurance •
- 401(k) plan with company contribution Equal Opportunity Employer