Operations Manager

Are you looking for a profitable scale-up that offers you long-term prospects and a disruptive business model with a growth-oriented corporate culture? Do you also want to grow beyond the usual standards, bring your own initiative and appreciate actively shaping topics?
Then yoummday is the right place for you!
yoummday: "You made my day" - As an innovative SaaS platform, we connect companies with highly qualified freelance call center agents ("Talents") worldwide. Our digital solution enables flexible, scalable and efficient customer support - without the need for traditional call center structures. We are a family-run Munich-based scale-up with over 350 employees ("Daymakers") at 5 locations in Europe and 1 in the USA - further growth is inevitable ;).
Become part of our team and set new standards in AI-supported customer service with us to create smart, data-driven solutions that inspire.

Your mission

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.

• 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.

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

yoummday US LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local law. Applicants who require reasonable accommodations during the application process may contact recruiting@yoummday.com

At yoummday, we value diversity and equal opportunities. We welcome applications regardless of gender, background, age, sexual orientation, religion, or disability. Different perspectives make us stronger – which is why we actively promote an inclusive work environment where everyone can reach their full potential.

KA1SP_DE