About Foundever™

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

Come and work with us.

We are looking for an experienced and results-driven Director of Operations to join our growing team in Greece. Based in Athens, you will be responsible for leading and optimizing operations across multiple sites, ensuring high performance in service delivery, profitability, quality, and continuous improvement.

This is a senior leadership role where you will drive operational excellence, lead high-performing teams, and partner closely with clients and internal stakeholders to deliver consistent, value-driven results across programs.

As a Director of Operations, your daily responsibilities will include:

Operational Leadership

• Lead and oversee multi-site operations, ensuring consistent delivery of global standards
• Take full ownership of operational performance, including service delivery, quality, and profitability
• Monitor key performance metrics and implement corrective actions to ensure targets are met or exceeded
• Drive a culture of continuous improvement and operational excellence

Client & Stakeholder Management

• Partner with Account Management to align on client expectations, goals, and service delivery commitments
• Build strong client relationships and proactively identify opportunities to enhance service quality while optimizing costs
• Act as a senior escalation point for operational and client-related matters

Financial Management

• Own and manage P&L performance for assigned operations
• Drive cost efficiency while maintaining high-quality service delivery
• Identify and implement strategies to improve margins and overall financial performance

People Leadership & Development

• Lead, coach, and develop Operations Managers and wider teams
• Build strong leadership pipelines and ensure effective succession planning
• Drive employee engagement, satisfaction, and retention across sites
• Foster a high-performance, accountable, and collaborative culture

Performance & Continuous Improvement

• Deliver against client KPIs and SLAs, consistently meeting or exceeding expectations
• Use data and analytics to inform decision-making and improve operational outcomes
• Champion best practice sharing across teams
• Implement process improvements using methodologies such as Six Sigma

To succeed in the role, you will need to have:

• Excellent verbal and written communication skills & presentation skills
• Proven leadership skills and a strong track record of hiring, managing, coaching and developing people
• Strong financial management skills in a metric-driven environment with demonstrated management of P&L
• Analytical thinker, at ease in producing data analysis to support decision making
• Excellent interpersonal skills and experience in partnering with multiple operational support and client contacts
• PC skills including the ability to use a variety of products included in the Microsoft Office suite
• Self-organized, planning and prioritization skills
• Patience, empathy, and a unique ability to manage stress
• Solution oriented
• Strong operations leader with solid call center operations skillset and strong influencing skills
• Must hold EU citizenship or valid work permit for Greece
• This is a hybrid role based in Athens, Greece
• Relocation support is available for the right candidate

Qualifications and experience:

• Bachelor’s degree or equivalent professional experience
• Fluent English (C1+), written and spoken
• 8+ years of progressive experience in operations, with at least 5 years in a customer contact center environment
• Minimum 2+ years of experience in a senior leadership role (e.g., Senior Operations Manager or above)
• Proven experience managing large-scale, multi-site operations (250+ seats), ideally in a multilingual environment

Knowledge/abilities:

• Strong leadership and people management skills, with a track record of building and developing high-performing teams
• Solid financial acumen, including P&L ownership in a metrics-driven environment
• Excellent communication and presentation skills
• Analytical mindset with the ability to translate data into actionable insights
• Strong stakeholder management and client-facing experience
• Advanced organizational, planning, and prioritization skills
• Proficiency in Microsoft Office tools
• Strong operational and strategic thinking capabilities
• Experience driving process improvements and leading change initiatives
• Knowledge of Six Sigma or similar continuous improvement methodologies
• Customer-centric mindset with a focus on delivering high-quality service
• Resilient, adaptable, and able to perform in a fast-paced environment
• Solution-oriented with strong problem-solving capabilities

This is a great opportunity for a senior operations leader who thrives in a dynamic environment and is ready to make a meaningful impact on business performance, client satisfaction, and team development.

#LI-Hybrid

Go further with Foundever™

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

• Very competitive wages and stability
• Fully paid training
• Private healthcare 
• Continuous learning/development opportunities
• Competitive career opportunities
• A safe, friendly, diverse, supporting and technological company
• International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)
• EverBetter wellness program (Fitness room in our premises & Personal Trainer)

Apply Today!

At Foundever, we recognize that our success is rooted in the diversity of our team, and we firmly believe that our differences are a powerful asset.
As an equal opportunity organization, we hold a deep appreciation for diversity and actively foster an inclusive environment.
We are dedicated to respecting and valuing the unique perspectives, backgrounds, and abilities of every individual within our company.
Our mission is to support you in achieving your goals by providing the guidance and resources you need to reach new heights.
 

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