This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Operations Manager based in Italy.
This role is designed for a performance-driven operations leader who thrives in fast-paced, data-centric environments. You will be responsible for building and managing high-performing online teams with a strong focus on accountability and results. The position requires someone comfortable making tough decisions around hiring, performance management, and team optimization. You will use data, dashboards, and operational tools to continuously improve efficiency and service quality. A key part of the role involves training, coaching, and developing agents to reach their full potential. You will also collaborate across functions to streamline processes and strengthen overall execution. This is a hands‑on leadership role where impact is measured directly through team performance and operational outcomes.
Accountabilities
You will oversee the full lifecycle of online agents, from hiring and onboarding to performance evaluation and exit decisions, ensuring only high performers remain and grow within the team. You will manage daily operations, maintain efficiency across workflows, and ensure targets are consistently met.
* Hire, train, coach, promote, demote, and offboard agents based on performance
* Manage day-to-day operations and ensure optimal team productivity
* Lead and develop a team of remote/online agents
* Conduct regular training sessions, coaching, and performance reviews
* Handle escalations and resolve operational issues efficiently
* Collaborate with internal teams to improve processes and systems
* Use data, dashboards, and performance metrics to drive decisions and improvements
Requirements
You should bring solid operational leadership experience, ideally in managing remote or online teams, along with a strong analytical mindset and comfort working with performance data. This role requires decisive leadership, ownership, and strong communication skills.
* 3+ years of experience in Operations Management or a similar leadership role
* Proven experience managing online or remote agent-based teams
* Hands‑on track record in hiring, training, performance management, and exits
* Strong data‑driven mindset with ability to interpret KPIs and dashboards
* Familiarity with CRMs, operational tools, and automation systems
* Excellent communication skills in English (written and spoken)
* Strong ownership mentality and ability to make tough performance decisions
Benefits
* Remote work flexibility
* Opportunity to work in a fast‑paced, international environment
* Performance‑based culture that rewards results over hours worked
* Strong opportunities for rapid career growth for high performers
* Exposure to modern tools, systems, and data‑driven operations
* Dynamic and high‑impact team environment
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