Reports to: General Director

About the Role

As the Operations Manager, you will lead the execution and continuous improvement of our operational processes to ensure service excellence, cost efficiency, and strong alignment with customer needs. This role plays a critical part in translating high-level business strategy into scalable and measurable outcomes. You will oversee internal operations, resource planning, vendor coordination, and team performance, ensuring all activities meet internal KPIs and external SLA commitments. Success in this role means delivering results through strong cross-functional collaboration, a hands-on leadership approach, and a focus on operational discipline.

Key Responsibilities

• Translate corporate objectives into operational strategies, workflows, and measurable KPIs
• Manage area P&L including budgeting, forecasting, and cost control
• Oversee execution and compliance of both internal and external service level agreements (SLAs)
• Drive collaboration with Sales, Finance, IT, and Customer Service teams to remove barriers and improve cross-functional performance
• Lead customer support operations to ensure timely and accurate first-contact resolution
• Manage vendor and supply chain coordination to ensure timely availability of materials and services
• Ensure operational continuity by aligning people, processes, and systems
• Foster a culture of continuous learning and technical excellence across the operations team
• Promote and maintain clear communication across internal teams and leadership
• Identify and implement operational improvements that drive efficiency and scale

Qualifications

• Bachelor’s degree in Industrial Engineering, Mechanical Engineering, Electronics, Communications, or related field
• Minimum of 5 years in an operations leadership role, preferably in a service, industrial, or tech-driven environment
• Demonstrated success managing complex processes, cross-functional teams, and service performance
• Fluent in English (advanced verbal and written communication required)
• Comfortable with monthly travel for site visits, vendor meetings, or leadership alignment

Tools & Systems Experience

• Microsoft Office – Advanced proficiency
• ERP systems – Advanced
• CRM systems – Intermediate
• Project management tools (e.g., MS Project) – Intermediate

Skills & Competencies

• Goal-oriented leadership with strong accountability and team development focus
• Strategic and operational planning expertise
• Strong analytical, organizational, and decision-making skills
• Excellent communication and negotiation skills
• Ability to perform under pressure and solve problems in real-time
• Structured and process-driven mindset with attention to detail
• Adaptability and proactiveness in dynamic environments