Location: Azerbaijan

Employment Type: Contract

Compensation: 2000 EUR

Tentative Start Date: Feb 09, 2026

Work Mode: Onsite

Contract Duration: 1 Year.

Eligibility: Local candidates will be considered for this role.

Job Summary

• We are seeking an experienced and strategic Senior Manager / AD– Operations s Site Lead to oversee end-to-end operations and lead site-level execution for an Omnichannel Customer Support function in Azerbaijan. This role will be responsible for operational excellence, service delivery, people leadership, and stakeholder management, ensuring high-quality customer experiences across multiple support channels.

Key Responsibilities

• Lead and manage end-to-end site operations for Omnichannel Customer
• Support (voice, email, chat, social, and/orticketing platforms)
• Act as the Site Lead, accountable for overall operational performance, delivery metrics, and workforce effectiveness
• Drive service-level adherence, quality, productivity, and customer satisfaction across all channels
• Partner with global and regional stakeholders to align site operations with business objectives
• Lead, coach, and develop operations managers, team leads, and support staff
• Own operational governance, reporting, and performance reviews with senior stakeholders
• Ensure compliance with company policies, data security standards, and local labor regulations
• Identify operational risks and implement mitigation plans proactively
• Drive continuous improvementinitiatives, automation, and process optimization
• Support site growth, scaling, and transition activities as required

Required Qualifications s Skills

• Bachelor’s degree in business administration, Operations Management, or a related field
• 10–15 years of experience in Operations or Customer Support, with significant leadership exposure
• Proven experience managing Omnichannel Customer Support operations
• Strong experience as a Site Lead orin managing large delivery centers
• Excellent people leadership, coaching, and succession planning skills
• Strong stakeholder management and executive communication abilities
• Expertise in operational KPIs, SLAs, CSAT, QA, and productivity metrics
• Strong analytical, problem-solving, and decision-making skills
• Proficiency in MS Excel, reporting tools, and operational dashboards
• Fluency in English is required, as all professional communication will be in English.

Preferred Qualifications

• Experience working with global clients or multinational organizations
• Exposure to scaling or setting up new sites or delivery centers
• Familiarity with laborlaws and employment practices in Azerbaijan orthe region
• Experience in transformation, transition, or change management initiatives

Interested candidates can send their CV to the e-mail address in the Apply for job button.