Operations Manager / Operations Director (BPO)

Work format: Remote / Hybrid
Employment type: Full-time
Level: Middle / Senior (4-6+ years of experience)

Responsibilities:

-coordinate operational processes across BPO projects
-manage project execution from planning to delivery
-break down operational workflows into tasks and assign them to team members
-monitor deadlines, service quality, and project performance metrics
-manage project and operations trackers (Notion, ClickUp, Asana, Monday)
-prepare weekly operational and project performance reports
-organize and facilitate team sync meetings and operational reviews
-document key decisions, operational processes, and follow-ups
-identify operational risks and implement mitigation strategies
-monitor KPIs, SLAs, and productivity metrics across teams
-maintain transparency of processes between internal teams and external clients
-provide operational and analytical support to company leadership
-prepare presentations, reports, and operational documentation
-coordinate communication with partners, vendors, and contractors
-support onboarding and operational scaling of new BPO projects
-optimize workflows and improve operational efficiency

Requirements:

-fluent Russian
-English C1 (Advanced)
-4+ years of experience in operations management / project management / BPO operations
-experience managing distributed teams and multiple projects simultaneously
-experience with task and workflow management systems
-strong organizational and prioritization skills
-confident user of Google Workspace / Excel
-strong analytical and problem-solving skills
-experience tracking operational KPIs and performance metrics

Nice to Have:

-experience working in healthcare operations, medical administration, or financial services operations
-experience in BPO / outsourcing companies
-experience with CRM systems (HubSpot, Salesforce, etc.)
-understanding of project lifecycle, Agile or Lean operational frameworks
-experience preparing operational analytics and performance reports
-experience scaling teams or launching new operational processes

What We Offer:

-fully remote work format / hybrid
-participation in international healthcare and financial projects
-dynamic and fast-growing work environment
-opportunity for professional growth to Head of Operations / Senior Project Manager
-competitive salary
-opportunity to work with global clients
-occasional business travel may be required