Customer Experience and Operations Manager

Lead Operations That Lets You Log Off On Time

This role in the BPO industry lets you lead client success. Gain control over your time, focus on what matters after hours, and grow your career in an environment built for future-focused professionals ready to level up.

Job Description

As a Customer Experience and Operations Manager, you’ll drive service excellence and lead client relationships in the thriving outsourcing space. From onboarding and operational oversight to account growth and collaboration with global teams, you’ll be at the core of client success across Macedonia.

• Serve as the primary point of contact for clients, ensuring exceptional service delivery and customer satisfaction.
  
• Lead client onboarding processes, coordinating with HR for staff onboarding and administrative support.
  
• Handle day-to-day client support, including resolving concerns, managing special requests, and assisting with billing and invoicing matters.
  
• Build strong client relationships to foster retention and drive account growth opportunities, with a focus on expanding roles within Macedonia.
  
• Oversee local operations in Macedonia, ensuring alignment with global protocols and standards while maintaining regional agility.
  
• Act as a brand ambassador for Macedonia within Emapta, advocating for the growth and strategic expansion of the local operation.
  
• Work closely with global support teams (HR, Recruitment, Sales, Legal, etc.) primarily based in the Philippines.
  
• Maintain accurate reporting and records of client activities, growth, challenges, and resolutions.
  
• Provide regular updates and reporting to the Head of Europe.
  
• Support the client and their teams with operational and performance reporting as needed.
  

Requirements

The Qualifications We Seek

• At least 5 years of proven experience in customer experience management, operations management, or account management roles within the BPO/outsourcing industry.
  
• Hands-on experience managing client accounts, including onboarding, service delivery, and client support.
  
• Strong understanding of BPO operations, including staffing solutions, client engagement, and service excellence.
  
• Excellent organizational, communication, and interpersonal skills.
  
• Experience in cross-cultural collaboration and working with remote support teams is highly desirable.
  
• Ability to maintain accurate client records, report on account activities, and escalate issues as necessary.
  
• Ability to manage multiple priorities and thrive in a fast-paced, growth-focused environment.
  
• Fluent in English (spoken and written); additional European languages are a plus.
  
• Based in or willing to relocate to Skopje, Macedonia.
  

Benefits

Exciting Perks Await!

• Private Medical Insurance
  
• Access to Sportmaster
  
• Career growth opportunities
  
• Global career exposure
  
• Diverse and supportive work environment
  
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
  

Who Are We

EMAPTA is proud to be recognized as a leading Global company with a steadfast commitment to excellence in outsourcing solutions. As part of our ambitious expansion strategy, we are thrilled to announce our entry into Macedonia, a country brimming with immense potential and a talented workforce. We firmly believe in the abilities of the Macedonian people and are eager to contribute to the country's growth and development. This expansion marks a significant milestone for us as we extend our global footprint into this promising region. With our entrance into Macedonia, EMAPTA offers an exciting opportunity for professionals to work with a truly global company while enjoying the benefits of a local Macedonian office and support team. We are dedicated to bridging the best of two worlds by combining our international expertise with the rich talent pool and unique local insights that Macedonia has to offer. Our vision is to empower businesses with top-tier outsourcing services while fostering strong ties with the local community. EMAPTA's presence in Macedonia promises to be a mutually enriching collaboration that propels both the company and the country towards greater success on the global stage.

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