Operations Manager (Customer Service)

TL;DR

Operations Manager – Late Shift (Customer Service): Building and scaling customer service operations for a major client with an accent on process design, project ownership, team leadership, and KPI-driven management. Focus on developing scalable operating structures, coordinating cross-functional stakeholders, and making fast decisions during the 14:00–22:00 CET late shift.

Location: Prague office in a flexible hybrid model; availability for the late shift until 22:00 CET is required.

Company

hirify.global is a profitable company developing the future of work through customer service operations and distributed teams.

What you will do

• Build and develop end-to-end customer service operations for a major client.
• Design scalable processes across the customer journey and implement sustainable improvements.
• Manage projects and client accounts while balancing operational and commercial objectives.
• Lead Team Leads, permanent employees, freelance employees, and their remote teams.
• Analyze KPIs, prioritize actions, and make independent operational decisions.
• Coordinate Recruiting, Training, Quality, Tech, clients, and other stakeholders.

Requirements

• Solid experience in operations or project management, ideally including independently building or improving processes and structures.
• Strong strategic thinking, entrepreneurial mindset, business sense, ownership, and decision-making skills.
• Experience leading teams and managing projects in a remote environment.
• Fluent or native English is required.
• Structured, solution-oriented, adaptable, and confident in complex situations.
• Availability for late shifts such as 14:00–22:00 CET is required.

Culture & Benefits

• Flexible hybrid workplace in Prague.
• Job lunch subsidy, Multisport card, and additional days off.
• Team and company events.
• Up to two weeks of workation per year within the EU for employees with an EU passport.
• Open, authentic, high-performing, and humorous work culture with substantial ownership from day one.